PALS Coordinator

The Royal Berkshire; Reading; On-site; GBP 21,000 - 27,000; Full time

Job summary

The Royal Berkshire is seeking an administrator to support the PALS and complaints team in Reading. You will log inquiries, maintain accurate records in the CRM and DATIX systems, and handle patient inquiries with compassion and professionalism.

In this role you will be the first point of contact for PALS concerns, manage calls and emails, and plan your workload with minimal supervision, while collaborating with the PALS Manager when required.

Responsibilities

• Provide administration support to the PALS and complaints team
• Log PALS and complaints accurately on CRM
• Demonstrate compassion and professionalism with patients when raising PALS concerns
• Be first point of contact for PALS concerns and enquiries via telephone and email
• Enter enquiries onto DATIX and maintain records on DATIX system
• Plan and organise workload, work independently with guidelines and refer to PALS Manager when needed
• Communicate under pressure and handle difficult conversations respectfully

Job description

PLEASE NOTE: Sponsorship is not normally available for this vacancy - applicants must have the right-to-work in the UK for this role by their proposed start date.

• To provide administration support to the PALS and complaints team
• To Log PALS and complaint in an accurate and timely way on to the CRM system
• To have compassion and professionalism with patients when raising PALS concerns
• To work in a team with all required colleagues colleagues
• Be the first point of contact for PALS concerns and enquiries, answering the telephone and responding to emails, as well as seeing patients, relatives and carers in person.
• Enter all enquiries onto the DATIX system, ensuring all records are accurate, enabling efficient management of the PALS department and the PALS processes. Maintain accurate and contemporaneous records on the Trust's DATIX system.
• Plan, organise and take full responsibility of your workload, acting independently within appropriate guidelines and where necessary referring to PALS Manager.
• Communicate under pressure, remaining calm and avoiding conflict, dealing with people who may be in a highly emotional state or recently bereaved. These difficult conversations may be planned or unplanned.

Diversity makes us interesting... Inclusion is what will make us outstanding.

Inequality exists and the journey to eliminate it is not easy. Every step we take will be a purposeful step forward to deliver a truly inclusive culture where all our people are enabled to deliver outstanding care, where background is no barrier, and where everyone can be their authentic self and we truly represent our patient community.

We are committed to equal opportunities and welcome applications from all sections of the community, regardless of any protected characteristics. Reasonable adjustments will be made for disabled applicants where possible. All applicants who have a disability and meet the minimum criteria for the post can opt for a guaranteed interview.

We support flexible working wherever possible, with requests considered on an individual basis taking into account service requirements, operational needs and the requirements of the role.

Our primary method of communication will be via email. However, if you would prefer to be contacted through a different method, please inform the recruitment team.