PALS Coordinator: Elevate Patient Experience & Resolution

King's College Hospital; City Of London; On-site; GBP 37,000 - 45,000; Full time

Job summary

King’s College Hospital NHS Foundation Trust is seeking a compassionate PALS Coordinator to be the first point of contact for patients and the public, handling concerns, information requests and feedback across Trust services. You will manage cases from contact to resolution with clinical and managerial colleagues to improve patient experience.

The role requires strong communication, problem-solving and customer service skills, with NHS experience and knowledge of patient liaison standards.

Qualifications

• Educated to degree level or NVQ Level 4.
• A Level or above or equivalent.
• Customer care qualification or relevant experience.
• Conflict resolution training.

Responsibilities

• Deliver a high-quality integrated service for patients, carers and the public seeking information, help, advice and/or the resolution of concerns or enquiries.
• Manage a caseload of patient concerns from initial contact through to resolution.
• Provide advice, support and signposting while working closely with clinical and managerial teams to achieve timely outcomes.
• Play a key role in improving patient experience by identifying themes and learning opportunities.

Skills

Communication

Customer service

Problem solving

Education

Degree level/NVQ Level 4

A Level or equivalent

Customer care qualification/experience

Conflict resolution training

Tools

Epic

Job description

King’s College Hospital NHS Foundation Trust is seeking a compassionate PALS Coordinator to be the first point of contact for patients and the public, handling concerns, information requests and feedback across Trust services. You will manage cases from contact to resolution with clinical and managerial colleagues to improve patient experience.

The role requires strong communication, problem-solving and customer service skills, with NHS experience and knowledge of patient liaison standards.