Job summary
An exciting opportunity has arisen to join the newly created Patient and Family Contact Centre at The Royal London Hospital (RLH).
We are seeking applications from individuals with a passion for delivering a high quality service for patients/ families/ visitors and our local community. Applicants should be dedicated to driving changes which improve patient's treatment, care and overall experiences.
The post holder will be able to demonstrate exceptional and sensitive customer service skills and will have significant experience of working in a patient, public or customer-facing role.
We are therefore looking for compassionate and experienced team players who work well under pressure. The successful candidates will have excellent verbal communication skills, particularly in dealing with difficult or challenging situations. The post holders will clearly demonstrate the ability to be supportive as well as assertive and able to use their initiative throughout their work.
The post holders will have a good understanding of the work carried out by the traditional PALS services within the NHS and a base knowledge of the NHS Complaints process particularly early resolution as well as patient experience and the Friends and Family Test feedback process.
We are proud of our diverse workforce and if you think you have the skills and experience for the job, please apply - we would love to hear from you.
Main duties of the job
The Family Contact Centre Officer role is integral to providing an identifiable, accessible service to assist patients and carers with enquiries and concerns involving Trust services. The Family Contact Centre Officer acts as a facilitator, working closely with staff and managers to resolve concerns in a timely and effective way in order to achieve the best possible outcome for patients. They advise patients on the NHS complaints procedure and provide information about independent complaints advocacy services. They act as a catalyst for change, feeding back patients' and carers' views and recommending actions to resolve problems, promoting continual service improvement.
The post-holder will work within the Site Governance Team under the leadership of the family contact centre lead to provide a high quality and responsive patient-centered service for all users in our new bespoke centre. Working on a 7 day a week 9-5 rota, the service will manage face to face queries, alongside telephone and email enquiries. It is expected weekend working will be limited to a 1 in 5 weekend working pattern inclusive of weekend enhanced pay.
About us
Barts Health is one of the largest NHS trusts in the country, and one of Britain's leading healthcare providers.
The Barts Health group of NHS hospitals is entering an exciting new era on our improvement journey to becoming an outstanding organisation with a world-class clinical reputation. Having lifted ourselves out of special measures, we now have the impetus and breathing space to chart a fresh course in which we are continually striving to improve all our services for patients.
Our vision is to be a high-performing group of NHS hospitals, renowned for excellence and innovation, and providing safe and compassionate care to our patients in east London and beyond. That means being a provider of excellent patient safety, known for delivering consistently high standards of harm-free care and always caring for patients in the right place at the right time. It also means being an outstanding place to work, in which our WeCare values and behaviours are visible to all and guide us in how we work together.
We strive to live by our WeCare values and are committed to promoting inclusion, where every staff member has a sense of belonging. We value our differences and fully advocate, cultivate and support an inclusive working environment.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachment/s below.
We are dedicated to being an outstanding place to work and will work with you to get the best experience. We know flexible working is not a one size fits all and will mean something different to everyone. We are inclusive, so if you are interested in flexible working, please speak to the recruiting manager.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachment/s below.
We are dedicated to being an outstanding place to work and will work with you to get the best experience. We know flexible working is not a one size fits all and will mean something different to everyone. We are inclusive, so if you are interested in flexible working, please speak to the recruiting manager.
Person Specification
Qualifications
Essential
- Educated to degree level or equivalent study or attainment
Desirable
- Project management qualification or training
- Certificated generic counselling qualification or training
- Mediation diploma
- Conflict resolution accredited training
Experience
Essential
- Significant work experience of acute hospital organisations
- Experience of counselling, PALs or customer service or, front facing related work with patients and users or members of the public
Desirable
- Experience of other health or social care sectors
- Experience of the NHS complaint process and/or handling
Skills
Essential
- Ability to empathise with patients /families in distress and negotiate solutions to their problems
- Highly developed communication and interpersonal skills- tact and diplomacy when dealing with clinical staff and colleagues
- Ability to communicate in complex ways e.g. people with special needs, exhibiting challenging behaviour, or when English is not the first language.
- Understanding complex and sensitive issues and problems
- Maintaining confidential and comprehensive records and information
- PALS Case load management.
- Ability to prioritise workload and work unsupervised
- Ability to analyse PALS / FCC and other patient feedback data and trends and learn lessons to improve care
Desirable
- Quality improvement methodology skills and knowledge
Person Specification
Qualifications
Essential
- Educated to degree level or equivalent study or attainment
Desirable
- Project management qualification or training
- Certificated generic counselling qualification or training
- Mediation diploma
- Conflict resolution accredited training
Experience
Essential
- Significant work experience of acute hospital organisations
- Experience of counselling, PALs or customer service or, front facing related work with patients and users or members of the public
Desirable
- Experience of other health or social care sectors
- Experience of the NHS complaint process and/or handling
Skills
Essential
- Ability to empathise with patients /families in distress and negotiate solutions to their problems
- Highly developed communication and interpersonal skills- tact and diplomacy when dealing with clinical staff and colleagues
- Ability to communicate in complex ways e.g. people with special needs, exhibiting challenging behaviour, or when English is not the first language.
- Understanding complex and sensitive issues and problems
- Maintaining confidential and comprehensive records and information
- PALS Case load management.
- Ability to prioritise workload and work unsupervised
- Ability to analyse PALS / FCC and other patient feedback data and trends and learn lessons to improve care
Desirable
- Quality improvement methodology skills and knowledge
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.
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
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.
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).
