Deputy Patient Advice and Liaison Service (PALS) Manager
OPEN TO INTERNAL IOW AND PHU APPLICANTS ONLY
Band 5 - £29,970 - £36,483 per annum
Full time 37.5 hours per week
Permanent contract
You will be the first point of contact for the Trust's Patient Advice & Liaison Service (PALS), providing high-level customer service to patients, relatives, and visitors, offering advice, signposting, information, and timely resolution to patients and service users with enquiries or concerns. Deputising for the PALS Manager in any aspect of the service, you will support the implementation of new initiatives within the department and adhere to the PALS processes and procedures.
Main duties of the job
* Providing line management for the PALS officers and patient experience volunteers, which includes training and mentoring.
* In conjunction with the PALS Manager, provide leadership and support to the PALS team, including personal development, support, and direction.
* Contribute to a high-quality PALS service for patients, carers, and members of the public who want to raise concerns or are seeking information, help, advice, and/or the resolution of enquiries.
* Be responsible for managing a varied caseload of enquiries independently and without direct supervision, including comprehensive diary management and appropriate prioritisation of existing casework.
* Liaise with all levels of staff, other PALS and complaints services, and external organisations to resolve concerns and enquiries.
Person Specification
Qualifications
* Management qualification or evidence of managing/co-ordinating a team.
* Experience of operational management of staff and the day-to-day delivery of a high-quality service.
* Knowledge of Minestrone, PAS, Datix, and other Trust data systems.
* Experience of developing and delivering training programmes to staff of all levels.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975, and as such, it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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