Deputy Patient Advice and Liaison Service (PALS) Manager

Job overview

OPEN TO INTERNAL IOW AND PHU APPLICANTS ONLY

Band 5 - £29,970 - £36,483 per annum

Full time 37.5 hours per week

Permanent contract

You will be the first point of contact for the Trust’s Patient Advice & Liaison Service (PALS). Providing high level customer service to patients, relatives and visitors, offering advice, sign posting, information and timely resolution to patients and service users with enquiries or concerns. Deputising for the PALS Manager in any aspect of the service, you will support the implementation of new initiatives within the department and adhere to the PALS processes and procedures.

Please note, this position has also been advertised on the Portsmouth Hospitals University Trusts jobs page. If you are interested in this position and wish to apply, there is no requirement for you to submit two separate applications.

Main duties of the job

Providing line management for the PALS officers and patient experience volunteers, which includes training and mentoring.

• In conjunction with the PALS Manager, provide leadership and support to the PALS team, including personal development, support and direction.
• Contribute to a high-quality PALS service for patients, carers and members of the public who want to raise concerns or are seeking information, help, advice and/or the resolution of enquiries.
• Be responsible for managing a varied caseload of enquiries independently and without direct supervision, including comprehensive diary management and appropriate prioritisation of existing casework.
• Liaise with all levels of staff, other PALS and complaints services and external organisations, to resolve concerns and enquiries.

Detailed job description and main responsibilities

For further details, please see enclosed Job Description

Please note your application may be transferred to the Portsmouth Hospitals University NHS Trust Applicant Tracking System (ATS) if you are selected for an interview.