PALS Officer

Nottingham University Hospitals NHS Trust; Nottingham; On-site; GBP 21,000 - 27,000; Full time

Job summary

Nottingham University Hospitals NHS Trust is seeking a PALS Officer to support patients, relatives and carers with concerns and enquiries. You will be the first point of contact and signpost to wards, departments or services.

You will manage a caseload, handle face-to-face, phone and email enquiries, and record details on Trust systems. Excellent typing and written communication are essential in this fast-paced role.

Qualifications

• Experience in customer-facing roles with empathy and discretion.
• Strong typing and high standard of written communication.
• Ability to record and manage information accurately in Trust systems.

Responsibilities

• Be the first point of contact for PALS and signpost to wards or services.
• Manage a caseload of concerns and enquiries in a busy environment.
• Take and respond to queries via in person, phone and email.
• Record details accurately on Trust database systems and write emails.
• Collaborate with Trust colleagues to aid resolution of concerns.

Skills

Customer care

Typing skills

Written communication

Microsoft Office

Liaising

Tools

Outlook

Word

Excel

Job description

Are you looking for a job where you can support patients, staff and service users and use your exceptional customer care experience and communication skills? If so this may be the position for you.

The Patient Advice and Liaison Service (PALS) at Nottingham University Hospital is looking to recruit a PALS officer. You will form part of the small, friendly and dedicated team to support patients, relatives and carers raising concerns and enquiries. Within this role you will often be the first point of contact; ideally placed to direct or signpost to relevant wards, departments or services.

The demands of the job are varied and require a strong communicator. You would be dealing with a range of service users who may at times be upset or challenging. If you can show compassion, empathy and sensitivity this role would be ideally suited to you.

If you can multi-task and have the ability to engage, listen and respond to queries within a fast-paced environment we would like to hear from you.

This role would suit someone with excellent typing skills, a very high standard of written communication as you need to record details on our Trust database systems and write emails, speaking to service users in person and by telephone.

We can offer you support and training if you can offer us a caring, compassionate manner and a willingness to work with our staff and service users.

In addition to the brief list above you must familiarise yourself with the full job description and person specification attached to this advert prior to applying.

Able to manage a caseload of PALS concerns and enquiries; multitasking in a busy environment.

Able to act with compassion and display empathy in sometimes challenging situations and difficult conversations.

Excellent typing ability and knowledge of Microsoft systems (outlook, word and Excel).

Able to manage face to face, walk in enquiries, telephone calls and emails, working in a fast paced environment.

Confident in liaising with Trust colleagues to aid resolution of concerns and enquiries.

A good working knowledge of Trust systems and processes.

You will be working with a very friendly team who pride ourselves in not only providing excellent service to patient, relatives and carers, we are incredibly supportive of each other.

You would be primarily based at QMC but may be required to work at the City Hospital.

Hours of work are 8.30 to 4.30 Monday to Friday. We have a flexi time system in place which allows for some flexible working, whilst maintaining our service.

For further details / informal visits contact: Name: Ellie Dring Job title: Matron Patient Experience & Engagement Email address: [e-mail]

Ellie Dring

Matron for Patient Experience & Engagement/PALS & Complaints

[e-mail]