PALS Support Officer

King's College Hospital NHS Foundation Trust; City Of London; On-site; GBP 33,000 - 37,000; Full time

Job summary

A leading healthcare provider in London seeks a PALS Support Officer to assist patients and support the MyChart Helpdesk. Candidates must have experience in customer-facing roles and communication skills to handle sensitive situations effectively. This role offers a competitive salary and the opportunity to work in a dynamic healthcare environment.

Qualifications

• Proven administration and organizational experience in a customer-facing role.
• Experience dealing with emotional situations involving patients and relatives.
• Experience working autonomously in high-pressure environments.

Responsibilities

• Deliver a user-friendly MyChart Helpdesk function.
• Support the Patient Advice and Liaison Service including the helpdesk.
• Assist in delivering the interpreting contract.

Skills

Advanced use of software (Outlook, Word, Excel, Access, PowerPoint)

Written and verbal communication

Communication with non-English speakers

Handling sensitive issues tactfully

Working under pressure

Organizational skills

Attention to detail

Friendly and approachable manner

Education

Good general education with at least 4 GCSE grades 5-9 (A-C)

NVQ Level 3 in Business Administration or equivalent

Evidence of continuous professional development

Job description

King's College Hospital NHS Foundation Trust is seeking a PALS Support Officer.

PALS Support Officer

The Patient Advice and Liaison Service (PALS) offers support, information, and assistance to patients, relatives, and visitors. As a PALS support officer, you will help individuals and play a crucial role in delivering our MyChart helpdesk, part of our Epic electronic patient record system.

Main Duties

• Deliver a user-friendly, accessible, and effective MyChart Helpdesk function
• Support the delivery of the Patient Advice and Liaison Service, including helpdesk
• Support the delivery of the interpreting contract

About Us

The Trust provides a full range of local and specialist services across its five sites. Our trust-wide strategy, Strong Roots, Global Reach, aims to be person-centred, digitally-enabled, and focused on sustainability.

We are at a pivotal point in our history and require individuals who are ready to join a highly professional team and make a real difference to our patients and people.

Job Responsibilities

For details and main responsibilities, please refer to the appended job descriptions and patient specification.

Person Specification

Education and Qualification

• Good general education, including at least 4 GCSE grades 5-9 (A-C) including English or equivalent qualifications
• NVQ Level 3 business administration (or equivalent)
• Evidence of continuous professional development

Knowledge and Experience

• Proven administration and organisational experience in a customer-facing role
• Experience dealing with highly charged and emotional situations involving patients, relatives, carers, and the public
• Experience working autonomously within a highly pressurised environment
• Significant experience engaging with a wide range of key stakeholders both within and external to an organisation
• Knowledge and understanding of the principles of consent and Data Protection legislation
• Knowledge and understanding of Equality and Diversity legislation relating to public services
• Significant experience recording information and reporting on InPhase, Datix, or any other risk management system
• Experience working collaboratively with multidisciplinary and multi-agency teams
• Experience of mediation or conciliation

Skills and Competencies

• Ability to demonstrate advanced use of software programmes such as Outlook, Word, Excel, Access, and PowerPoint
• Good written and verbal communication skills with a professional and courteous manner
• Ability to communicate with people whose first language is not English and disabled people that may affect their communication
• Ability to demonstrate tact and diplomacy when handling sensitive issues combined with an ability to defuse hostility and aggression
• Ability to work under pressure, analysing information to seek solutions to problems
• Ability to prioritise workload, to be organised and flexible to changing situations
• Exceptional attention to detail and outstanding numerical skills
• Friendly and approachable manner

We are an equal opportunities employer and welcome applications from all sections of the community. The Trust is committed to delivering Sustainable Healthcare for All via our Green Plan.

The salary for this role is £33,094 to £36,195 per annum, inclusive of HCAS.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975, and a submission for Disclosure to the Disclosure and Barring Service will be necessary to check for any previous criminal convictions.