At a Glance
- Tasks: Support patients by managing complaints and providing advice to improve their experience.
- Company: Join the compassionate team at North Middlesex University Hospital NHS Trust.
- Benefits: Enjoy flexible hours, competitive pay, and free training opportunities.
- Other info: Be part of a supportive environment with opportunities for personal growth.
- Why this job: Make a real difference in patient care and help shape healthcare services.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 47810 - 54710 £ per year.
The North Middlesex University Hospital NHS Trust are searching for an enthusiastic and experienced Complaints and PALS Officer to join their highly compassionate team. The North Middlesex University Hospital NHS Trust is a medium-sized acute and community trust with over 525 beds and over 600 community staff, serving more than 600,000 people living across Enfield and Haringey and the surrounding areas, including Barnet and Waltham Forest.
The PALS & Complaints Facilitator plays an integral role in delivering an excellent frontline support service by listening, managing and learning from patient experience to improve the quality of services we provide at North Middlesex University Hospital. The postholder will perform a range of specific tasks in relation to the administration and coordination of complaints and other feedback, ensuring policies and procedures are followed in accordance with the relevant legislation and associated guidance.
The post holder will also be responsible for delivering Patient Advice and Liaison Service for the Trust by providing high quality, responsive assistance to the general public and external organisations. This will include listening to experiences and, where possible, resolving concerns immediately and providing a signposting service to members of the public.
The PALS & Complaints Facilitator is also key to driving the improvement agenda within the patient experience function - working actively with Divisions, service areas and wards to co-design services and solutions that meet the expectations of our patients and families. Provide relevant PALS (Patient Advice and Liaison Service) and complaints reports for allocated divisions. Ensure timely and accurate reporting to relevant stakeholders and maintain data integrity and compliance with reporting standards.
Requirements:
- Educated to diploma/degree level or equivalent experience
- Experience of working in a customer service environment/role
- Experience of analysing problems and providing solutions
- Experience of dealing with distressed, angry and unhappy customers/service users
- Excellent communication skills (written and verbal) and listening skills
- Excellent interpersonal and networking skills
- Ability to work autonomously with the skills to make independent decisions
- Good organiser with exceptional attention to detail and the ability to manage own workload to defined deadlines
- Highly developed IT skills working across a range of Microsoft Office packages and databases (including Outlook and Excel)
- Empathy, ability to deal with distressed patients/relatives
- Good negotiation and conflict resolution skills to manage and deescalate potentially difficult/contentious situations
- Enthusiastic and motivated
- Good interpersonal skills
- Professional approach to work
- Accountability - Takes responsibility for own actions and promotes good teamwork
- Openness - Shares information and good practice appropriately
- Mutual respect - Treats others with courtesy and respect
As a thank you to all our invaluable Bank Staff members, we are happy to offer the following advantages:
- Flexible working hours
- Access to free Bank Partners Core Skills training
- Weekly salary
- Priority of shifts over all agency workers
- Competitive pay
Band 5 - Complaints and PALS Officer in London employer: Bank Partners
Kingston and Richmond NHS Foundation Trust is an exceptional employer, dedicated to providing high-quality community care while fostering a supportive and collaborative work environment. With flexible working hours and competitive pay, we prioritise the well-being of our staff, ensuring they have the opportunity for professional growth and development within a dynamic healthcare setting. Join us in making a meaningful impact on the health of our local communities in the vibrant boroughs of Kingston and Richmond.
StudySmarter Expert Advice🤫
We think this is how you could land Band 5 - Complaints and PALS Officer in London
✨Get Involved with Local Health Initiatives
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We think you need these skills to ace Band 5 - Complaints and PALS Officer in London
Some tips for your application 🫡
Highlight Your Relevant Experience:When applying for a role in health sciences administration, it's super important to spotlight any relevant experience you have in healthcare settings. Whether you've worked in a hospital, a clinic, or any related environment, make sure to detail those roles in your CV – focusing on your responsibilities and achievements that align with the job at Bank Partners.
Showcase Your Administrative Skills:Administrative skills are key in this field, so don’t hold back! Make sure your CV reflects your proficiency in things like scheduling, data management, and compliance with health regulations. Mention specific software you’ve used, such as patient management systems, as this will demonstrate your hands-on abilities and readiness for the role at Bank Partners.
Craft a Meaningful Cover Letter:Your cover letter should reflect your passion for the health sciences field and your eagerness to contribute to Bank Partners. Share a bit about why you’re drawn to this sector, any impactful situations or challenges you’ve encountered, and how they’ve shaped your desire to work in health sciences administration. This personal touch can really set you apart!
Tailor Your Documents to the Job:Don't use a one-size-fits-all approach! Make sure your CV and cover letter are specifically tailored for this role. Highlight any certifications you have relevant to health administration, and ensure you clearly connect your previous roles to the skills needed for the full-time position at Bank Partners. This way, you're showing them you’ve done your homework and are genuinely interested in being a part of their team.
How to prepare for a job interview at Bank Partners
✨Showcase Your Administrative Skills
In health sciences administration, being organised is key. Make sure you can demonstrate your skills in managing schedules, paperwork, and data accurately. Be ready to discuss specific tools you've used, like electronic health record systems or scheduling software, and how they improved efficiency in your past experiences.
✨Know Your Regulations
Familiarity with healthcare regulations and compliance is crucial. Brush up on HIPAA, GDPR, or other relevant policies before your interview. We recommend preparing examples of how you've ensured compliance or handled sensitive information in past roles—this will show you're not just knowledgeable but also responsible.
✨Prepare for Scenario Questions
Interviews for administrative roles often involve scenario-based questions to assess your problem-solving skills. Practice responses to common situations you might face, such as dealing with a challenging patient or managing a sudden schedule change. This will not only demonstrate your ability to think on your feet but also highlight your interpersonal skills.
✨Align Your Goals with the Organisation
As a full-time candidate, employers will want to know how your long-term career goals align with their mission. Take some time to research Bank Partners’s values and be ready to tie your passion for health sciences administration into their objectives. Demonstrating enthusiasm and career alignment can be a game-changer in this competitive field!
