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. You will offer 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
1. Providing line management for the PALS officers and patient experience volunteers, which includes training and mentoring.
2. In conjunction with the PALS Manager, provide leadership and support to the PALS team, including personal development, support, and direction.
3. 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 resolution of enquiries.
4. Be responsible for managing a varied caseload of enquiries independently and without direct supervision, including comprehensive diary management and appropriate prioritisation of existing casework.
5. Liaise with all levels of staff, other PALS and complaints services, and external organisations to resolve concerns and enquiries.
About us
Our vision for Single Corporate Services: Isle of Wight NHS Trust (IWT) and Portsmouth Hospitals University NHS Trust (PHU) have a shared vision of a single corporate service across our two organisations, supported by a single set of identical systems and processes, under joint leadership, to drive significant efficiencies, improve employee experience, and return time to patient care.
This vacancy is part of the Single Corporate Services Division.
Why are we changing the way we deliver Corporate Services? Working as a partnership, both IWT and PHU have a shared vision for excellence in care for our patients and communities with a set of strategic aims underpinning how we will achieve this. The creation of a single corporate service is essential for us to support our clinical and operational services and our wider transformation programme.
Job responsibilities
For further details, please see enclosed Job Description.
Person Specification
Qualifications
Essential
* Management qualification or evidence of managing/coordinating a team.
* Experience of operational management of staff and the day-to-day delivery of a high-quality service.
Desirable
* Knowledge of Minestrone, PAS, Datix, and other Trust data systems.
* Experience of developing and delivering training programmes to staff of all levels.
Employer details
Employer name: Isle of Wight NHS Trust
Address: Southwick Hill Road, Cosham, Portsmouth, PO6 3LY
Any attachments will be accessible after you click to apply.
470-24-0033-COR
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