PALS Officer

at  Sheffield Teaching Hospitals NHS Foundation Trust

We have an exciting opportunity for a part time role in the PALS team at Sheffield Teaching Hospitals.
Flexible working pattern will be available over the week, with opportunity to work from home depending on the right candidate and ensuring we provide cover for the department.
The PALS Team at Sheffield Teaching Hospitals is the main point of contact for patients and families who wish to raise concerns, compliments and queries about the care being received at the Trust.
The successful candidate will need to be able to show empathy, have good listening skills and be able to react quickly to any concerns and resolve them by liaising with key members of staff. Good IT skills and experience of using databases are essential for this role. They will also offer support to the rest of the department including administrative support and cover.
The successful candidate will bring empathy, understanding and a caring nature to this role. They must have good listening skills, be able to speak to people of all backgrounds and have a positive attitude. A desire to help and encourage patients and their families is essential. Excellent organisational and administrative skills are required.
The team of PALS Officers ensure office cover, on a rota basis, between the hours of 9am – 5pm.
(a) Patient Services
Provide a telephone response service dealing with calls sensitively and confidently whilst maintaining a professional approach in a caring and understanding manner.
Provide a ‘drop-in’ service for patients and relatives who need advice or wish to raise concerns.
Display a customer focussed attitude and a willingness to help.
Maintain comprehensive and accurate records, including ensuring information is accurately entered onto the complaints management system.
Provide first line advice and guidance to staff both within the department and across the Trust in relation to the post’s areas of responsibility.
Attend and contribute to relevant meetings and discussions regarding service provision, evaluation and development.
(b) Department Administration
Provide general administration support to the Complaints Team in the absence of the Department Administrators. This includes:
Meeting and greeting visitors and answering telephones.
Coordinating the department’s incoming and outgoing mail.
You will be working for an organisation which values and respects all of its staff and the community it serves. The Trust is a leader in the NHS and research sectors and provides excellent benefits for its staff. This includes commitments to professional development but also many policies to support employees in balancing their personal and professional lives.
You will be working in a busy, vibrant and friendly atmosphere in a close-knit team. You must be supportive not only to patients but also to your colleagues. The workload is varied and rewarding and you will work alongside a team that is dedicated to everyone who contacts them to get the best experience and outcomes.
Please view the attached Job Description and Person Specification documents for full details regarding this post.
When completing your application please ensure that you clearly demonstrate how you meet the role criteria

Please refer the Job description for details