Job summary
- Main area
- Administrative and Clerical
- Grade
- NHS AfC: Band 4
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 996-ICB-4637-24
- Employer
- NHS Derby and Derbyshire ICB
- Employer type
- NHS
- Site
- ICB Headquarters, Derby Council House
- Town
- Derby
- Salary
- £25,147 - £27,596 pa, pro-rata
- Salary period
- Yearly
- Closing
- 10/07/2024 23:59
Employer heading
Senior Patient Advice & Liaison (PALS) Assistant
NHS AfC: Band 4
NHS Derby and Derbyshire Integrated Care Board (ICB) is the health statutory body for the Derby City and Derbyshire population. ICSs are partnerships of health and care organisations that come together to plan and deliver joined-up services and to improve the health of people who live and work in their area. Serving a total population of 1,053,000 with a budget of over £1.6 billion the ICB has a staff base of approximately 500 people.
At DDICB we are passionate about making diversity and inclusion part of our DNA. We have staff engagement forums, a diversity and inclusion network run by and for our people and aim for a workforce demography representative of the local community. Together, we are building an inclusive culture, where difference is celebrated and people feel able to bring their whole self to work.
We are a disability confident employer and offer a range of family friendly, flexible working arrangements and inclusive employment policies, to support our people in the workplace.'
Job overview
Senior Patient Advice and Liaison Service (PALS) Assistant
Full-Time 37.5 hours Monday-Friday
NHS Derby and Derbyshire Integrated Care Board (ICB) have an exciting opportunity to appoint a Senior Patient Advice and Liaison Service (PALS) Assistant to join our Complaints and PALS team.
This role includes acting as first point of contact for members of the public to liaise with the Derby and Derbyshire ICB. The post holder will provide a high quality, comprehensive administrative support service, working directly to the Complaints and PALS Manager in supporting the ICB Complaints and PALS Team in the delivery of the PALS Service.
The post holder will address concerns, enquiries and information requests from members of the public, ensuring that accurate and appropriate responses are provided in a timely manner and recorded and reported appropriately.
The ICB Complaints and PALS service provides support to the public who may have concerns relating to decisions and actions taken by the ICB and offers help and advice with enquiries and complaints relating to services commissioned by the ICB.
The individual will be required to work under pressure and be flexible in their approach to providing a patient focussed assistance and advice service.
The individual will project a positive image of NHS Derby and Derbyshire ICB in all dealings, always taking into account the political and personal sensitivity and confidential nature of the work involved.
Main duties of the job
· The post holder will provide a high quality, comprehensive complaints administrative support service, working directly to the Complaints and PALS Manager in supporting the ICB Complaints and PALS Team in the delivery of the PALS Service;
· To deal with concerns, enquiries and information requests from members of the public, ensuring that accurate and appropriate responses are provided in a timely manner and recorded and reported appropriately;
· This Complaints and PALS service includes Primary Care General Practice, Pharmaceutical, Ophthalmic and Dental Services;
· This job description and person specification are only an outline of the tasks, responsibilities and outcomes required of the role. The job holder will carry out any other duties as may reasonably be required by their line manager.
· The post holder will be required to maintain and develop close constructive relationships with a broad range of internal and external stakeholders;
· Participate in relevant internal and external working groups/projects, services, and initiatives to provide, information and analytical advice to strategic leads;
· Work with members of the Team to develop and implement data collection systems that will provide accurate and timely data;
Working for our organisation
At the NHS, we are reminded every day of how important life is. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement whether that’s job share, part time or another flexible pattern. If it works for the service, we will do our best to make it work for you.
At Derby and Derbyshire ICB we are passionate about making diversity and inclusion part of our DNA. We have staff engagement forums, a diversity and inclusion network run by and for our people and aim for a workforce demography representative of the local community.
Together, we are building an inclusive culture, where difference is celebrated and people feel able to bring their whole self to work.
We are a disability confident employer and offer a range of family friendly, flexible working arrangements and inclusive employment policies, to support our people in the workplace.
Speak to us about how we might be able to accommodate a flexible working arrangement whether that's job share, part time or another flexible pattern. If it works for the service, we will do our best to make it work for you.
Detailed job description and main responsibilities
· Provide specialist complaints/administration support and advice to the team and customers;
· To receive and accurately log PALS Enquiries and Service Concerns received by telephone, letter and email;
· To prepare and maintain complaints files electronically to include accurately recording information;
· To prepare acknowledgement letters, including seeking appropriate consent, ensuring these are processed in accordance with timescales;
· Be responsible for managing a caseload of enquires and concerns independently and without direct supervision;
· Excellent administration skills and have the ability to communicate messages that may be complex, highly sensitive and potentially contentious and antagonistic under the direction of the Complaints and PALS Manager;
· Broad knowledge of local and national NHS services to enable enquiries to be dealt with efficiently and effectively;
· Act as a point of contact for the department, dealing with routine and specialist enquiries in a pleasant and helpful professional manner, communicating relevant information to stakeholders, complainants and/or their representatives referring to others as appropriate;
· Ensure that all complaints, comments and suggestions are dealt with appropriately, in accordance with policy, resolving where possible and escalating to line manager when appropriate and acting as first line of support to the Complaints and PALS team;
· Work within established policies, procedures, protocols and systems to ensure confidentiality of information, quality standards and performance as directed by the Complaints and PALS Manager, in an accurate and timely manner;
· Ensure standard operating procedures are applied within the team, highlighting instances where these may need to be reviewed or amended;
· Have a flexible/adaptable approach to their work in order to meet various deadlines;
· Able to work on own initiative and unsupervised, within defined policies and procedures to set timescales;
· Undertake research and development as directed;
· Carrying out other appropriate delegated duties as required.
Person specification
Qualifications
Essential criteria
- Educated to NVQ 3 level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience;
Desirable criteria
- Awareness of a range of Health Services provisions;
- Knowledge of NHS information and corporate governance issues;
- Understanding of Data Protection legislation
Experience
Essential criteria
- Demonstrable experience of working in an administrative environment and working with computerised data systems;
- Experience of working in a health care environment;
- Working knowledge of Microsoft Office including Word and Excel;
Skills
Essential criteria
- Clear communicator with good writing, data entry and telephone skills;
- Ability to work effectively as part of a team;
- Problem solving skills.
- Able to work on own initiative, organising and prioritising own workload to set deadlines.
Other
Essential criteria
- An ability to maintain confidentiality and trust;
- Good time keeping;
- Flexible approach to work.
- Demonstrate the behaviours that underpin the ICBs core value of 'One Team'
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Suzanne Pickering
- Job title
- Head of Governance
- Email address
- [email protected]
- Telephone number
- 07880 898314
- Additional information
Complaints Manager, 07500 850612
If you have problems applying, contact
- Address
-
Recruitment Team
Derbyshire Healthcare NHS Foundation Trust
1st Floor Kingsway House (Entrance D)
Kingsway
Derby
DE22 3LZ
- Telephone
- 07900 135638
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