Patient Advice and Liaison Services Officer

NHS; Oxford; Remote; GBP 80,000 - 100,000; Part time

Job summary

A healthcare organization is seeking a Patient Advice and Liaison Services Officer based primarily in Oxfordshire. This part-time role (27.5 hours/week) offers flexibility and remote work with occasional office visits. Key responsibilities include providing responsive support to patients, managing their enquiries, and ensuring accurate information dissemination regarding health services. Candidates should have a degree or equivalent experience, alongside strong problem-solving and communication skills.

Qualifications

• Experience in supporting project management.
• Experience in managing project aspects to meet financial targets.
• Knowledge of administrative procedures, project management, or information analysis.
• Basic knowledge of project principles.
• Experience in a similar public sector role.

Responsibilities

• Provide a responsive Patient Advice and Liaison Service (PALS).
• Deal with enquiries and concerns raised by patients.
• Act as a facilitator to understand concerns and negotiate solutions.
• Document concerns using a database system.
• Provide accurate information on NHS and local health services.

Skills

Problem-solving skills

Excellent time management

Strong interpersonal skills

Written and oral communication skills

Negotiating skills

Education

Educated to degree level in a relevant subject

Job description

Overview

Role: Patient Advice and Liaison Services Officer
Location: Buckinghamshire, Oxfordshire and Berkshire West ICB (BOB ICB). The role is mainly remote with occasional travel to an ICB office for face-to-face team meetings. Part-time: 27.5 hours per week, salary pro rata. Closing date: 05 November 2025.

Note: Unfortunately, we are unable to consider applications from individuals who require sponsorship.

Main duties

• Provide a flexible and responsive Patient Advice and Liaison Service (PALS) for patients, relatives, carers, and the public on behalf of customers.
• Deal directly with enquiries and concerns raised by patients, their families, carers, and the public about health services.
• Act as a facilitator to understand concerns and negotiate immediate solutions or resolutions.
• Signpost or refer patients and carers to specialist advocacy, voluntary services, ICAS, Patient and Public Involvement Forums, Healthwatch, or other public services.
• Document concerns using a database system and maintain records of PALS interventions and outcomes.
• Provide accurate information on NHS and local health services to help patients access services easily.
• Assist with developing monitoring and evaluation tools for PALS and collect regular feedback to inform the complaints manager.
• Ensure PALS publicity materials and information are up to date and widely distributed.
• Assist in the promotion and publicity of PALS to patients, the general public, and staff at BOB ICB.
• Work at all times in compliance with the PALS confidentiality policy and data protection regulations (Cal­dicott Principles, Data Protection Act 1998).

About us

BOB Integrated Care Board is the statutory NHS organisation responsible for planning and delivering health and care services for Buckinghamshire, Oxfordshire and Berkshire West. We work with partner organisations including local government, the voluntary and community sector, and communities across the BOB ICS to increase healthy life expectancy and reduce health inequalities for approximately 1.7 million people.

Values

• Respectful – we are inclusive
• Impactful – we make a difference
• Integrity – we are kind and fair
• Leadership – we encourage leadership
• Collaborative – we work together in a positive way

Person specification

Qualifications

• Educated to degree level in a relevant subject or equivalent experience at a similar level.

Planning skills

• Experience in supporting project management.

Management skills

• Experience in managing project aspects to meet financial targets.

Experience

• Knowledge of administrative procedures, project management, or information analysis.
• Basic knowledge of project principles.
• Experience in a similar public sector role.

Analytical

• Problem-solving skills and ability to respond to changing demands.
• Excellent time management and prioritisation skills.
• Ability to communicate complex information clearly, with strong interpersonal, written and oral skills.
• Ability to prepare comprehensive draft reports, data, and letters; negotiating, networking, and persuasive skills.

Employer: Buckinghamshire, Oxfordshire and Berkshire West ICB