PALS Coordinator - Patient Experience & Resolution Lead

King's College Hospital; Orpington; Remote; GBP 37,000 - 45,000; Full time

Job summary

King’s College Hospital NHS Foundation Trust is seeking a compassionate PALS Coordinator for the Patient Advice and Liaison Service at the Orpington site. You will be the first point of contact for patients and families raising concerns or seeking information, and you will manage cases from initial contact through resolution with signposting and support.

You will work with clinical and managerial colleagues to identify themes, improve patient experience, and ensure patient voices drive service

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 wishing to raise concerns or seek information.
• Manage a caseload of patient concerns from initial contact through to resolution, providing advice and signposting.
• Work with clinical and managerial teams to achieve timely outcomes and improve patient experience.
• Ensure patients' voices help shape and improve services.

Skills

Customer service experience

Communication skills

Problem solving

NHS knowledge

Epic experience

Education

Degree level or NVQ Level 4

A level or equivalent

Customer care qualification

Conflict resolution training

Tools

Epic

Job description

King’s College Hospital NHS Foundation Trust is seeking a compassionate PALS Coordinator for the Patient Advice and Liaison Service at the Orpington site. You will be the first point of contact for patients and families raising concerns or seeking information, and you will manage cases from initial contact through resolution with signposting and support.

You will work with clinical and managerial colleagues to identify themes, improve patient experience, and ensure patient voices drive service