Job summary
Enthusiastic, compassionate, hardworking....does this describe you?If you have excellent communication skills and experience in a customer service environment this exciting opportunity could be for you.
Our Patient Advice and Liaison Service (PALS) is a confidential service that provides help, advice and information for our patients, families and carers.We are looking for a dynamic individual to join our team and support us with advising our families and patients to get the best outcomes for them.
Main duties of the job
The post holder will assist in resolving, as quickly as possible, any concerns about the services provided by our hospital; this is achieved by liaising with clinical colleagues.
The role will also involve supporting the Complaints team with analysis of other forms of feedback and looking at ways we can further enhance patient experience across the Trust.
The successful applicant will have excellent listening and communication skills and experience of customer service and data entry. They will be well organised, with the ability to prioritise a varied workload, tactfully approach difficult situations and work without supervision.
The role will require the ability to work at both Women's and Children's sites, with the option of occasional home working.
About us
Birmingham Women's and Children's NHS Foundation Trust is the first of its type in the UK. Our Trust was formed in February 2017 to drive forward our commitment to provide the highest quality, world-class physical and mental health care for our women, children and families. Uniting our hospitals means more seamless care; more investment to make greater advances in our specialist treatment and world-leading neo-natal and fetal work. Importantly, it also gives us a greater voice in shaping the future of family-centred care.
Birmingham Children's Hospital is a UK leading specialist paediatric centre with an international reputation in several areas.
Birmingham Women's Hospital is one of two dedicated women's hospitals in the UK, with the busiest single site maternity unit, delivering more than 8,200 babies a year offering a full range of gynaecological, maternity and neonatal care.
Forward Thinking Birmingham (FTB) Mental Health Services are a unique, innovative community and inpatient mental health partnership. Alongside partners FTB offers care pathways of mental health assessment and treatment for young people aged 0-25 years old.
Our Trust is committed to creating the best place to work. We believe in promoting and enhancing inclusion, diversity and equality and encourage applications from all areas of the community, who meet the criteria for the role, regardless of age, gender identity, disability, race, religion or sexual orientation.
Job description
Job responsibilities
Please refer to the attached job description and person specification to view the full details for this opportunity at Birmingham Womens and Childrens NHS Foundation Trust.
When completing your application, please ensure you have evidenced how you meet the job description and person specification to include transferable experience, qualifications, skills along with professional registration details (if applicable).
Occasionally we receive a large number of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.
Job description
Job responsibilities
Please refer to the attached job description and person specification to view the full details for this opportunity at Birmingham Womens and Childrens NHS Foundation Trust.
When completing your application, please ensure you have evidenced how you meet the job description and person specification to include transferable experience, qualifications, skills along with professional registration details (if applicable).
Occasionally we receive a large number of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.
Person Specification
Qualifications
Essential
- NVQ Level 3 or equivalent.
- At least 3 years' experience of working within a customer services environment
- Experience at managing 'difficult' situations and to be able to support patients and staff during conflict
- Experience of carrying out facilitation/problem-solving work
- Experience leading complex patient and staff communication issues and ability to evidence successful outcomes.
- Ability to work effectively with service users in situations of conflict
- Ability to work effectively in a complex and rapidly changing environment where there is high level of ambiguity
- Ability to provide basis analysis of trends and distil relevant facts from a broad mix of information
- Ability to work collaboratively with others across organisational and professional boundaries
- Proficiency in Microsoft Word, PowerPoint, Excel Packages
- Attention to detail and proven ability to capture records accurately in various databases
- Ability to work on own initiative, with excellent organisational skills
Desirable
- Experience of understanding of risk management and incident reporting systems
- Experience of working with senior healthcare professionals
- Experience of working independently and managing workload effectively.
- Ability to, and experience of delivering training to a range of professionals and service users
Person Specification
Qualifications
Essential
- NVQ Level 3 or equivalent.
- At least 3 years' experience of working within a customer services environment
- Experience at managing 'difficult' situations and to be able to support patients and staff during conflict
- Experience of carrying out facilitation/problem-solving work
- Experience leading complex patient and staff communication issues and ability to evidence successful outcomes.
- Ability to work effectively with service users in situations of conflict
- Ability to work effectively in a complex and rapidly changing environment where there is high level of ambiguity
- Ability to provide basis analysis of trends and distil relevant facts from a broad mix of information
- Ability to work collaboratively with others across organisational and professional boundaries
- Proficiency in Microsoft Word, PowerPoint, Excel Packages
- Attention to detail and proven ability to capture records accurately in various databases
- Ability to work on own initiative, with excellent organisational skills
Desirable
- Experience of understanding of risk management and incident reporting systems
- Experience of working with senior healthcare professionals
- Experience of working independently and managing workload effectively.
- Ability to, and experience of delivering training to a range of professionals and service users
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).
Employer details
Employer name
Birmingham Women's and Children's NHS Foundation Trust
Address
Birmingham Children's Hospital
Steelhouse Lane
Birmingham
B4 6NH
Employer's website
https://bwc.nhs.uk/ (Opens in a new tab)
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