Patient Advice and Liaison Service (PALS) Data Officer

Patient Advice and Liaison Service (PALS) Data Officer NHS AfC: Band 5 Main area: Corporate Grade NHS AfC: Band 5 Contract: Permanent Hours: Full time – 37.5 hours per week Job ref: 309-UCLH-5839 Site: UCLH Town: London Salary: £35,964 – £43,780 Per annum inclusive of HCAS Salary period: Yearly Closing: Today at 23:59 The use of AI is monitored and if applicants have used it, then they are required to declare this in their supporting statement. Job overview We have an exciting new opportunity within the PALS team for a Band 5 Patient Advice and Liaison Service (PALS) Data Officer. Working knowledge and experience of Advanced MS Excel, independent advocacy, data protection, complaints process, working knowledge of Datix web (or similar) client-rich database, strong IT, and interpersonal skills are essential. You will also have a high level of attention to detail, and the ability to write clear reports and manage your own workload to meet tight deadlines. Prepare data and presentations for a range of audiences. Good working knowledge in a healthcare setting is desirable. Main duties of the job The PALS Data Officer will serve as a key point of contact for patients, carers, and relatives, providing information to resolve issues and facilitating referrals to other services in a timely manner. The role demands a high level of sensitivity and professionalism when managing complex matters, ensuring all processes are followed to deliver optimal service. Key responsibilities will include supporting the coordination and analysis of patient experience data. The role will require strong research, data analysis, and problem-solving skills. We are particularly keen to hear from graduates who are passionate about enhancing the patient experience and contributing to continuous improvement. Working for our organisation University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research. Detailed job description and main responsibilities For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description. Person specification Knowledge and Qualifications Educated to degree level, or equivalent medical/nursing qualification/experience. Knowledge of independent advocacy, data protection, complaints process, safeguarding, freedom of information, equal opportunities, and disability discrimination. Working knowledge of Datix web (or similar) client-rich database. Experience Experience with all Microsoft Office packages including Word, Excel, and PowerPoint. Experience of working with databases/analysing data. Experience of prioritising and managing own workload to meet tight deadlines. Experience of reporting and presenting to teams. Experience of working in health care settings. Experience of dealing with difficult or volatile situations. Substantial experience of handling case work. Experience of co-ordinating and planning projects. In-depth experience of workings of NHS/Social care including funding streams and patient flow. Skills and Abilities Communication and customer care. Ability to assimilate, analyse, and precis complex information and make sound judgements. Ability to balance patient expectations and Trust capacity/capability and achieve resolution. Demonstrate commitment to patient care. Ability to interrogate databases. Advanced conflict resolution skills including mediation and negotiation. Ability to liaise and work effectively with staff and the public at all levels. Ability to motivate and influence at all levels. Excellent administrative, written, planning, verbal communication, and organisational skills. Communication Ability to write clear reports incorporating statistical information appropriately. Ability to prepare data and presentations for a range of audiences. Ability to engage staff. Ability to deal tactfully and discretely with confidential and sensitive matters. Excellent written and verbal communication skills and the ability to communicate effectively with a wide range of people and professionals. Personal and People Development Capacity to work autonomously and collaboratively as part of a team. Ability to think laterally and find innovative solutions acceptable to all parties. Flexible, self-motivating and acts on own initiative. Able to work with a great degree of flexibility and adaptability. Commitment to own personal continuing professional development. Ability to investigate and solve problems and queries using own initiative within line manager defined parameters. Ability to plan and organise own workload effectively to meet deadlines in the short and long term. Responsibilities towards promoting Equality Diversity and Inclusion Demonstrable understanding of the Equality, Diversity, and Inclusion. Ensure the risk of infection to self, colleagues, patients, relatives and visitors is minimised by: Being familiar with, and adhering to Trust policies and guidance on infection prevention and control. Completing all required training and education (both via e-learning and face to face) on infection prevention and control. At UCLH, we have a real ‘One Team’ ethos, and our values – safety, kindness, teamwork, and improving, are central to the way we work. At UCLH we take equality of opportunity seriously and are committed to being a diverse and inclusive employer, with a culture that creates a real sense of belonging and trust. It is our fundamental aim to recruit, retain and promote a diverse mix of people who are representative of our local communities. This vacancy may close before the current listed closing date. You are advised not to delay submitting your completed application. Please note that all correspondence regarding your application will be via email. The emails will be sent to you via TRAC.jobs and not via NHS Jobs, we encourage you to check your inbox regularly. Employer certification / accreditation badges The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions. Name: Julie Andrews Job title: PALS Manager Email address: Julie.andrews32@nhs.net If you would like to discuss this post, please contact Julie Andrews at Julie.andrews32@nhs.net or Telephone on 0203 447 3224 #J-18808-Ljbffr