Crynodeb o'r swydd
Teitl cyflogwr
PALS Officer
NHS AfC: Band 4
We are committed to helping our staff balance their work and home lives and ensure they feel supported, valued and appreciated so whilst you care for our patients and clients, we’ll take care of you. We offer many different ways of helping staff including career development opportunities, flexible working, good annual leave and pension schemes , health and wellbeing packages and financial support systems. Joining the Trust also allows you access to a number of saving options via our salary sacrifice schemes and a wide range of discount opportunities with retailers and service providers.
Trosolwg o'r swydd
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 at least 24 hours a week and up to 24 hours a week, 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. They will also offer support to the rest of the department including administrative support and cover.
Prif ddyletswyddau'r swydd
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.
Gweithio i'n sefydliad
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.
Swydd ddisgrifiad a phrif gyfrifoldebau manwl
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.
Manyleb y person
Education and Qualifications
Meini prawf hanfodol
- Educated to Level 4 NVQ in customer services or related subject plus, extensive experience in a customer facing service dealing with complex and/or sensitive enquiries, which would equate to a Level 4 qualification.
- GCSE Maths and English at grade C/4 or above, or equivalent qualification and/or equivalent experience
Meini prawf dymunol
- RSA 2 in Typing / Word processing or equivalent qualification and/or equivalent experience
Knowledge and Experience
Meini prawf hanfodol
- Knowledge of the function of PALS
- Experience of working within a customer care environment in an advisory capacity
- Experience of working to deadlines
- Experience of providing information in a clear and concise manner
- Extensive knowledge of Microsoft Office and other applications
- Experience of dealing with conflict and highly emotional situations
- Fully aware of the need to maintain confidentiality and how this is achieved
- Experience of inputting data
Meini prawf dymunol
- Knowledge of NHS complaints procedures, GDPR, clinical governance, health & wellbeing issues, acquired through training and experience
- Experience in a similar role or equivalent knowledge
- Experience of dealing with external NHS stakeholders
- Experience of Datix system
- Experience of working within the NHS or Healthcare Setting
Skills
Meini prawf hanfodol
- Excellent communication skills, including listening and negotiating skills, face to face and over the telephone
- Able to problem solve
- Able to use own initiative
- Work well under pressure, and autonomously whilst prioritising a diverse workload with competing priorities within a busy environment
- Work individually or as part of a team
Other
Meini prawf hanfodol
- Ability to travel between hospital sites
Gofynion ymgeisio
Mae'r swydd hon yn ddarostyngedig i Orchymyn Deddf Adsefydlu Troseddwyr 1974 (Eithriadau) 1975 (Diwygio) (Cymru a Lloegr) 2020 a bydd angen cyflwyno Datgeliad i'r Gwasanaeth Datgelu a Gwahardd.
Dogfennau i'w lawrlwytho
Rhagor o fanylion / cyswllt ar gyfer ymweliadau anffurfiol
- Enw
- Paula Rickwood
- Teitl y swydd
- PALS Manager
- Cyfeiriad ebost
- [email protected]
- Rhif ffôn
- 0777 654 6343
- Gwybodaeth i gefnogi eich cais
Available for calls between 11am and 3pm Monday to Thursday
Rhestr swyddi gyda Sheffield Teaching Hospitals NHS Foundation Trust yn Gwasanaethau gweinyddol neu bob sector