About this role
Job summary
Please note: at this stage, the role is open only to colleagues currently employed within Kent and Medway NHS Trusts, the Kent and Medway Integrated Care Board (ICB) and Medway Community Healthcare. Nursing vacancies are also open to Student Nurses and Newly Qualified Nurses.
Patient Advice and Liaison Officers (PALS Officers) have a high standard of customer care skills and will be required to deal empathically with patients as well as professionally with all members of staff and externally with other health care professionals; consultants, GP's and the multi-disciplinary team, both from a primary and secondary care setting. The PALS officers will support and direct people who contact the Patient, Advice and Liaison Service (PALS) to appropriate clinical services. They will aim to resolve matters quickly and signpost people appropriately. They will accurately record general queries, PALS enquiries and compliments and ensure these are sent on to the service or person concerned. If people wish to make a complaint the post holder will note these and ensure they are passed through to staff to follow the formal complaints process.
Please note, this vacancy does not meet the criteria for skilled worker sponsorship and therefore, we are unable to accept applications from candidates that cannot provide documentary evidence of right to work in the United Kingdom.
Main duties of the job
Facilitating the delivery of outstanding care by applying customer care principles when providing routine and complex information and guidance to patients, carers, relatives or colleagues, both verbally and in writing. This includes communicating in a professional and compassionate manner, especially when there may be barriers to understanding for example anxious patients, cultural differences, and language or communication difficulties. Responsibilities will include acting as a first point of contact for enquires by telephone, email and face to face, liaising with colleagues in other teams, services and directorates and assessing, resolving and escalating team issues. Ensuring the team operates effectively by undertaking comprehensive administrative tasks, such as handling team correspondence, scheduling appointments, clinics and meetings, managing agendas, diary management for the team, task related problem solving, maintaining stock of equipment and supplies and completion of standard forms, surveys and audits. Providing assurance of compliance with Information Governance policy and Standard Operating Procedures through maintaining patient records and or colleague records organisational reportsin an accurate and efficient manner. Responsibilities will include taking formal minutes, recording clear actions and following these up to check completion, data entry, updating patient files anddatabases and assisting with collection of statistical information.
About us
Rated 'outstanding' by the CQC, we've got a passion for delivering high standards of patient care and excellent services to improve the health of our communities. To do this we need outstanding people who share our values compassionate Aspirational Responsive Excellent
We know a commitment to equity, diversity and inclusion leads to better patient care and a happier workforce. We pride ourselves in being diverse and welcome applications from people with varied backgrounds, perspectives and experiences
We ask for information about your protected characteristics on our application forms. This isn't visible to anyone involved with shortlisting or interviewing you, except when you choose to be considered under the guaranteed interview scheme due to disability. Short listers will see two ticks alongside your application to ensure they apply the principles of the scheme to your submission
The data we collect helps us to ensure we are attracting diversity in our applicants, that all our colleagues have equitable access to career opportunities and supports us on our journey to being a Great Place to Work
As a flexible working friendly organisation, we want you to be able to work in a way that is best for us, for our patients and for you. Talk to us about a flexible working arrangement that won't involve sacrificing time for personal interests or family commitments. We'll support you to work flexibly in a way that will suits us both
See where you can go with KCHFTcareer pathways
Job description Job responsibilities
As a community Trust, many of our roles require individuals to be able to drive to perform their duties. Where driving is a requirement of the role, you will be asked to confirm that you hold a full UK driving licence or a full driving licence issued by an EU country (not exchanged from a non-EU country) to proceed with your application. We are committed to supporting candidates with disabilities into employment. If you are unable to drive due to a disability, please contact the Recruitment Team via [email protected], quoting the vacancy reference number, so we can support you further.
The job description and person specification gives you all the information you need about this role. Please look carefully at the criteria in the person specification and tell us what you have done that shows you meet this in your application. If you need an application form in an alternative format please let our recruitment team know. All information you supply on your application should, to the best of your knowledge, be true and accurate.
Still have questions? The recruiting manager would love to hear from you, their contact details can be found in the job advert.
We can get a lot of applications for some roles so to be in with the best chance of being shortlisted please make sure you apply as soon as possible. A vacancy may close early if there is a lot of interest in the job.
At KCHFT we strongly encourage colleagues in clinical and non-clinical roles who have direct or social contact with patients to be fully vaccinated. In this way we will be doing all we can to ensure your safety and that of your colleagues and the patients we serve.
Find out more about the community difference here.
Good luck! We cant wait to meet you and welcome you to #teamKCHFT, #cometocommunity.
Person Specification
Qualifications Essential
Level 3 qualification (e.g. 2 A/AS levels, NVQ level 3, BTEC diplomas, certificates and awards, international Baccalaureate diploma) or equivalent demonstrable experience
Desirable
NVQ Level 3 Business Administrator, Customer Service Specialist or Team Leader or Supervisor
Experience Essential
Administrative experience Experience of telephone call centre or relevant skills
Desirable
NHS administrative experience Experience of handling confidential information Supervision of staff Experience of working with members of the public
Skills and Abilities Essential
Excellent interpersonal and verbal communication skills both on telephone and in person with patients, members of the public and colleagues Ability to communicate and work effectively with a wide range of people from different backgrounds at all levels of seniority Excellent written communication skills
Desirable
Ability to record accurate minutes of meetings and present to a high standard Ability to concentrate and focus on diverse tasks whilst dealing with frequent interruptions
Knowledge Essential
Advanced knowledge and understanding of Microsoft Office packages e.g. Outlook, Word, Excel and Powerpoint
Desirable
Understanding of health and social care sector, including working knowledge of NHS structures, policies and processes
Personal Attributes Essential
A full, valid UK driving licence or a full driving licence issued by an EU country (not exchanged from a non-EU country) and the ability to travel independently are essential for this role.
Ability To Manage Essential
Ability to maintain discretion and confidentiality at all times
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.
Employer details Employer name Kent Community Health NHS Foundation Trust
Address Trinty House
Ashford
TN25 4AZ
United Kingdom
Employer's website https://www.kentcht.nhs.uk/ (Opens in a new tab)