Job summary
The PALS and Complaints Officer will work with patients, their families, carers and the public in order to provide a flexible and responsive Patient Advice and Liaison Service (PALS) on behalf of SCW customers. The service, part of the Patient Advice and Complaints Team, seeks to help patients resolve concerns and issues regarding healthcare services as they arise, to provide information on a range of health related issues and where appropriate, signpost to partner organisations or external sources of support and information.
Main duties of the job
o Delivering a PALs service on behalf of SCW and SCW customers to service users, their advocates and the public.
o Communicating with patients over the telephone and via email. This will at times involve dealing with patients who are distressed or agitated.
o Contributing to the development and delivery of wider clinical quality offer.
About us
The Patient Advice and Complaints Team are part of the NHS SCW Clinical Quality service. We proudly consider ourselves to be a knowledgeable, supportive, and inclusive team. The service can be exceptionally busy and faced paced at times, particularly where there are multiple meetings that require regular reporting and additional administrational duties when requested. Therefore, this role would suit an individual who is organised, adaptable, with excellent communication skills and the ability to work independently but also as part of a multi-disciplinary team to support customers, colleagues, and the wider team.
To find out more about what SCW has to offer, please visit Our offer to you page.
Job description
Job responsibilities
Please refer to the job description and person specification for further details and information regarding this role
Person Specification
Values & Behaviours
Essential
1. Patient First - Customer Excellence
2. Aspirational
3. Collaborative
4. Insightful
5. Respectful
Knowledge & Experience
Essential
6. Significant experience working with people either as an advisory, support role or customer service role
7. Experience working within a Health, Voluntary or Social Care Setting
8. Working knowledge of Microsoft Office including Word and Excel.
9. Excellent written, verbal and personal communication skills
Desirable
10. Experience of dealing with patients in distress and managing conflict
Education
Essential
11. Educated to Degree level or an equivalent level of knowledge gained through previous experience. Alternatively, educated to Diploma level plus significant experience in a relevant subject
Skills & Capabilities
Essential
12. Must be able to demonstrate verbal and written communication skills, with the ability to present information to a variety of internal and external audiences including patients in an understandable and concise manner
13. Comfortable and effective in a representational role.
14. Excellent people/customer care skills, including an impeccable telephone manner
15. Excellent liaison and negotiating skills
16. Problem solving skills
17. Able to work on own initiative, organising and prioritising own workload to set deadlines.
18. Understanding of and commitment to equality of opportunity and good working relationships.
19. Excellent customer service skills; An ability to maintain confidentiality and trust. Good time keeping.
20. Flexible approach to work.