PALS ManagerinWakefield inWakefield PUBLISHED WED 4 DEC 2024
The PALS Manager will work collaboratively with Complaints Managers to ensure a seamless first point of contact for individuals engaging with the service. Key responsibilities include maintaining comprehensive records of PALS interactions, supporting the PALS Officer, and ensuring continuous communication with customers throughout the process. The role emphasises the importance of excellent communication, interpersonal abilities, and a commitment to enhancing patient experiences, while adhering to confidentiality and regulatory compliance standards.
This role is part time, 22.5 hours Monday to Wednesday
We have an exciting opportunity to join our busy PALS team at the West Yorkshire ICB, co-managing the team with the current part time postholder. This is a great opportunity to support a very busy team in working directly with members of the public making contact by phone, email, letter and occasionally in person and would be ideal for someone with great customer focused leadership skills looking to add further experience to their existing skillset.
Part of the wider Customer Information and Complaints function, the role brings plentiful opportunities to really make a difference to both the organisation and to the people getting in touch with the ICB.
The role is currently temporary to the end of March 2026.
- This role will work as part of a wider team of professionals who are
responsible for the ICBs customer information and complaints functions.
maintaining the highest levels of customer service within the West Yorkshire
Integrated Care Board and its five Places.
The postholder will work closely with the two Complaints Managers, ensuring
a comprehensive first point of contact service for members of the public
contacting the ICBs Patient Advice and Liaison Service (PALS) seeking to
resolve queries, concerns and complaints related to the ICB. The postholder
will be committed to the ICBs ambition to resolve as many queries as
possible at first point of contact.
The postholder will have excellent listening, interpersonal and communication
skills allowing the postholder to overcome barriers to acceptance when
communicating complex, sensitive or contentious information, with a
commitment to improving patient experience. The post holder will have a
thorough understanding of the need for confidentia
About us
To be responsible for the delivery of the ICBs Patient Advice and Liaison
Service (PALS) ensuring it provides a professional and effective service to
patients and adheres to formal processes which are robust, effective and
compliant with The Local Authority Social Services and National Health
Service Complaints (England) Regulations 2009 and good practice such as
the PHSO complaints standards.
To be responsible for ensuring a comprehensive PALS record is maintained
to provide an audit trail of decision-making and actions taken in relation to all
complaints.
To line manage and support the PALS Officer to ensure that they are
accessible and responsive to patients, committed to resolving concerns
quickly and learning from the issues that are raised.
To ensure contact with the customer is maintained throughout the PALS
process to ensure they are kept informed of the progress of their query.
To use initiative when managing PALS queries using discretion in their day to
day working within the team
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