Senior PALS officer

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Fulfil your potential in hospitals that make history:

Charing Cross, Hammersmith, St Mary's, Queen Charlotte's & Chelsea and Western Eye.

With five world-renowned hospitals, Imperial College Healthcare NHS Trust is full of opportunity if you are looking to develop your healthcare career.

We are an NHS Trust of approximately 16,000 people, providing care for over a million and a half patients from north west London and beyond every year.

We have a rich heritage and an ambitious vision for the future of our patients and local communities.

With our partners, Imperial College London, and The Royal Marsden NHS Foundation Trust, we form Imperial College Academic Health Science Centre, one of 6 academic health science centres in the UK, working to ensure the rapid translation of research for better patient care and excellence in education.

We are proud of our heritage in innovation and we are early adopters of new insights in technologies, techniques and treatments for improving health.

Are you passionate about helping people navigate their healthcare journey?

Do you have excellent communication skills and a strong sense of empathy? An exciting opportunity has arisen to join our dedicated Patient Advice and Liaison Service (PALS) team as a Senior PALS Officer, where you will play a vital role in supporting patients, families, carers and the work of the PALS team.

As a Senior PALS Officer, you will play a key role in ensuring that patients, carers, and relatives are listened to, supported and provided with clear and timely responses to their concerns. You will help drive service improvement through your work and contributions supporting projects.

• Experience of managing and resolving complex complaints and/or concerns
• Experience of dealing with conflict and conflict resolution
• Excellent interpersonal, oral and written communication skills with the ability to process and understand complex information quickly
• Experience of undertaking confidential work
• Experience of remaining calm under pressure and confident managing competing priorities and deadlines
• Confident prioritising effectively managing the team, own workload and fluctuating volume of work
• Strong knowledge of NHS complaints regulations

• Respond to enquiries and concerns via phone, email, and in-person visits
• Manage enquiries and concerns in a responsive and timely way
• Manage complex and sensitive cases, ensuring issues are investigated promptly and outcomes are communicated clearly
• Maintain a good knowledge of Trust policies and procedures and developments
• Build and maintain good relationships with local partners and stakeholders
• Maintain accurate records of concerns and outcomes
• Liaise with relevant departments to investigate and resolve issues
• Signpost to relevant services and escalate serious concerns appropriately
• Deputise for the PALS manager where required and support the operational management of the PALS service
• Line manage and provide support and training to PALS support officers
• Support the PALS manager to identify and manage service improvements
• Participate and support in projects and manage administrative tasks related to the project

At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.

Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You'll get an experience like no other and will fast forward your career.

Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.

We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview.

The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.

For both overviews please view the Job Description attachment with the job advert.

Essential criteria

• Post graduate diploma or equivalent experience.

Essential criteria

• Experience of managing and deciding on complex grievances, complaints and concerns
• Experience of dealing with conflict and working with colleagues to agree remedial action as required
• Able to assimilate complex information quickly and exercise initiative
• Sound knowledge of NHS complaints regulations.

Essential criteria

• Use of administrative systems
• Advanced experience of using Microsoft Word, Excel, PowerPoint and Outlook
• Experience of…