PALS Co-ordinator

Job overview

INTERNAL IOW AND PHU NHS APPLICANTS ONLY

The post holder will be the first point of contact for the Trust’s Patient Advice & Liaison Service. 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.

Our vision for Single Corporate Services   Isle of Wight NHS Trust (IWT) and Portsmouth Hospitals University NHS Trust (PHU) have a shared vision of a single corporate service across our two organisations, supported by a single set of identical systems and processes, under joint leadership, to drive significant efficiencies, improve employee experience, and return time to patient care.

This vacancy is part of the Single Corporate Services Division.

The single corporate service is delivered across both organisation.  You may be based at either IWT or PHU and individuals may be required to undertake business travel between sites. For leaders managing staff across multi-site locations, you will need to be visible and provide in person leadership. The arrangements and frequency will be agreed locally.

Please note, this position has also been advertised on the Portsmouth Hospitals University NHS Trust 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

• Location: Across sites, both Isle of Wight NHS Trust and Portsmouth Hospitals University NHS Trust (frequency of visits to each site, to be agreed locally) Position Type: Full-time, 22.5 hours per week Salary: £24,071 - £25,674 per annum
• To provide an empathetic and responsive advice service to patients and service users.
• Respond to enquiries independently where able to
• To frequently communicate with patients and service users in person, on the telephone and via written communication.
• To work as part of a team, communicating with the Patient Experience team and ensuring a joined-up approach to improve the experience of patients and their families at the Trust.
• To escalate enquiries to the Patient Experience Lead where appropriate. The post holder should be able to recognise when to refer enquiries to clinical staff (this is a non-clinical post and the post holder is therefore not permitted to give clinical information, e.g. test results).
• Demonstrate exceptional verbal communication skills, with the ability to adjust communication styles to meet the need of the audience.
• Use tact, diplomacy, and persuasion to maintain effective working relationships with clinical and non-clinical staff to facilitate resolution of concerns.
• Deal compassionately but assertively with challenging people.
• Be able to cope with emotionally demanding and challenging people on a frequent basis.

Detailed job description and main responsibilities

Attached you will find the person specification document which provides more detail about the essential and desirable skills and experience needed for this role. We highly recommend you review this document and use it when completing your application as these criteria are used by hiring managers as guidance during shortlisting.

For an overview of the main duties of the role please see the 'Job Description and Main Responsibilities' section below. To understand the day-to-day responsibilities in more detail please read the full job description document attached.

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