Patient Liaison Officer

Guy's and St Thomas' NHS Foundation Trust

This job is now closed

Job summary

An exciting opportunity has arisen for two enthusiastic and motivated Patient Liaison Officers within the Patient Transport team at Guy's and St Thomas'.

The successful candidates will need to have excellent communication skills and excellent team leader skills with the ability to come up with innovative ideas to create a more positive and efficient patient experience.

Main duties of the job

To significantly reduce the level of complaints withinthe Patient Transport Service (PTS) actively working with our ward staff, their patients, patient transport staff and our contractors' staff to pre-empt lateness and other sources of discord.
To assist with the recording and resolution of complaints from patients and their representatives in relation to their transport.
To facilitate excellent customer service within the department.
To act as team leader for reception desk staff.
To be the main point of contact between patients and the patient transport service.

About us

Our patient transport service is available for patients who cannot travel to or from our hospitals using any other method of transport because of their medical or mobility condition, or because their medical condition would otherwise worsen. We provide the service to the Guys and St Thomas's sites including Renal and cancer services.

We are a large busy and friendly team with our own in-house transport team. We support each other and constantly strive to look for improvements in making our service the best it can possibly be for patients. We are part of the ISO9001 standards and with the processes we have in place our yearly external audits have enabled us to achieve positive results.

Date posted

20 October 2023

Pay scheme

Agenda for change

Band

Band 4

Salary

£30,279 to £33,116 a year p.a inc HCAS

Contract

Permanent

Working pattern

Full-time

Reference number

196-A&C104

Job locations

Guy's and St Thomas'

SE1 7EH

Westminster Bridge Road, London

SE1 7EH

Job description

Job responsibilities

For detailed job description and main responsibilities, please refer to the attached job description.

Job description

Job responsibilities

For detailed job description and main responsibilities, please refer to the attached job description.

Person Specification

Qualifications/ Education

Essential

Educated to A Level or equivalent qualification.

Desirable

Previous experience of working with ISO 9001 accredited systems

Previous experience

Essential

Previous experience of working in a leadership role within NHS soft facilities.
A thorough understanding of the Operational Services computer systems
Extensive team leading experience in a client facing role.
Proven success in managing a customer service team

Skills/Knowledge/ Ability

Essential

Commitment to continued professional development.
Proven ability to motivate and lead teams to deliver high levels of patient service.
Strong working knowledge of applications of Microsoft software packages.
High achiever with proven record of delivery.

Personality

Essential

Excellent interpersonal skills
Excellent communication skills both written and oral.
Ability to work independently.
Enthusiastic, professional and accountable
Self-starter, confident under pressure.
Be sympathetic to the needs of patients
Willingness to undertake training in relevant IT packages

Person Specification

Qualifications/ Education

Essential

Educated to A Level or equivalent qualification.

Desirable

Previous experience of working with ISO 9001 accredited systems

Previous experience

Essential

Previous experience of working in a leadership role within NHS soft facilities.
A thorough understanding of the Operational Services computer systems
Extensive team leading experience in a client facing role.
Proven success in managing a customer service team

Skills/Knowledge/ Ability

Essential

Commitment to continued professional development.
Proven ability to motivate and lead teams to deliver high levels of patient service.
Strong working knowledge of applications of Microsoft software packages.
High achiever with proven record of delivery.

Personality

Essential

Excellent interpersonal skills
Excellent communication skills both written and oral.
Ability to work independently.
Enthusiastic, professional and accountable
Self-starter, confident under pressure.
Be sympathetic to the needs of patients
Willingness to undertake training in relevant IT packages

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information