Employer: University Hospitals of Leicester NHS Trust
Employer type: NHS
Site: The Firs, Glenfield Hospital
Town: Leicester
Salary: £23,615 per annum
Salary period: Yearly
Closing: 03/11/2024 23:59
PALS Administrator and Receptionist
Band 2
We are actively promoting flexible working options, helping you to manage a work / life balance.
Job overview
The post holder will be responsible for ensuring the effective day-to-day administration of the PALS Team. The primary focus will be on answering and documenting telephone-based concerns onto a computer system. Duties will include staffing the PALS reception desk and providing a professional and warm welcome for patients and relatives who wish to raise a concern regarding any aspect of their care at the Trust.
Main duties of the job
The post holder will provide administration and telephone support to the PALS Team at UHL. This will include clinical matrons, complaints officers, and PALS officers. The post holder will be required to professionally communicate with patients and relatives both over the phone and face-to-face.
Detailed job description and main responsibilities
Telephone Duties
* Answer the phone in a professional and courteous manner.
* Document patient complaints and concerns onto an IT system, including all contact information.
* Redirect calls if appropriate to the relevant member of staff.
Reception Duties
* Provide cover on reception, receiving and directing patients, visitors, and staff in a courteous manner.
* Direct and redirect telephone calls in a polite and friendly manner.
* Ensure staff presence on PALS reception throughout the day.
* Provide non-clinical advice, information, and guidance to patients, carers, and visitors attending the centre.
Booking Responsibilities
* Manage the bookings and diary of the two PALS interview rooms ensuring that patients or relatives are booked and provide confirmation of booking.
* Set expectations of patients and relatives who may wish to speak to PALS regarding expected time frames to speak to a member of staff.
Monitoring Phone Lines, Email Inbox, and General Admin Duties
* Ensure that phone calls are answered in a timely manner and assist the caller in reaching the required member of staff.
* Document patient contact information if the patient requests a call back.
* Monitor the PALS mailbox and transcribe new concerns onto the PALS Datix module.
* Photocopy information as and when required.
* Email template documents to staff and patients.
* Transfer documentation from email to the PALS Datix module.
Communication and Relationships
* Maintain a friendly, efficient, and courteous service.
* Liaise with patients and relatives, members of the public, and NHS staff.
General Duties
* Assist with the process of making appointments.
* Handle any post or internal mail.
* Prioritise work to meet deadlines.
* Maintain and update records on the PALS Datix module.
* Monitor and order stationary supplies.
* Make effective use of UHL resources.
Person specification
* Must demonstrate behaviours consistent with the Trust’s Values and Behaviours.
* Experience of working within admin in the NHS.
* Able to analyse information, act upon it, and escalate to a senior manager when appropriate.
* Demonstrate a commitment to and understanding of the importance of treating all individuals with dignity and respect appropriate to their individual needs.
Additional Information
Please submit your application form without delay to avoid disappointment; we will close vacancies prior to the published closing date if we receive a sufficient number of completed application forms.
Please check the email account (including your junk mail) that you supplied as part of your application on a regular basis following the closing date and throughout the recruitment process, as this is how we will communicate with you.
UHL is an equal opportunities employer. We aim to employ a workforce that reflects the diverse communities we serve. We welcome applications from people from all backgrounds who match our job criteria.
Applicants who have a disability and meet the essential criteria for the job will be interviewed if you indicate you wish to be considered under the Guaranteed Interview Scheme. If you require a reasonable adjustment at any stage of the recruitment process please make the recruitment services team aware as soon as possible.
UHL is committed to helping colleagues balance the demands of both their work and personal needs through flexible working arrangements wherever reasonably practicable and subject to service needs.
Disclosure and Barring Service Check
Please note if you are successful in obtaining this position and the post involves regulated activity you will be required to undertake a Disclosure & Barring Service check.
The Trust will pay for the check initially and the money will then be deducted from your salary over a three-month period commencing on your first month's payment.
The current price of a check is £38 for an enhanced and £18 for a standard check.
Due to the current Covid pandemic we have introduced a staff risk assessment into our pre-employment process. This now forms part of the mandatory pre-employment checks that will be carried out if you receive a conditional offer.
If it is identified that you are within a vulnerable category, we will endeavor to make reasonable adjustments to accommodate this through discussions with both Occupational Health and your recruiting manager.
Covid-19 vaccination remains the best way to protect yourself, family, colleagues, and our patients/service users from the Covid-19 virus. We therefore continue to encourage our current and potential colleagues to get vaccinated.
University Hospitals of Leicester NHS Trust holds the principles of equality, diversity, and inclusion at the heart of everything it does and all that it stands for. We are committed to developing a workforce that is representative of the community we serve. We welcome applications from the diverse community of Leicester, Leicester, and Rutland, to help deliver healthcare services that meet the needs of our diverse communities.
Employer certification / accreditation badges
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
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