PALS Admin Officer

Job overview

We are pleased to offer an exciting opportunity for a motivated and organised individual to join our Patient Advice and Liaison Service (PALS) administrative team, based at Doncaster Royal Infirmary.

As a PALS Administrative Officer, you will play a key role in supporting the delivery of a responsive and compassionate service to our patients, relatives and service users. You will provide a high standard of clerical and administrative support within the department, ensuring all enquiries are managed efficiently, professionally, and with empathy.

You will be responsible for handling patient queries, maintaining accurate records, and ensuring that all correspondence is dealt with promptly. Where appropriate, you will signpost individuals to the correct departments or personnel, helping to ensure that every enquiry is resolved in a timely and effective manner.

This role requires excellent communication, organisational, and interpersonal skills, along with a commitment to providing a positive experience for all service users.

Main duties of the job

• Act as the first point of contact for patients, families, and carers wishing to provide feedback or raise concerns about Trust services.
• Receive and respond to enquiries via a range of communication methods including email, postal correspondence, face-to-face interactions, and telephone calls.
• Listen sensitively to feedback and concerns, aiming to resolve issues promptly where possible or appropriately direct enquiries to the relevant department or service.
• Support the efficient day-to-day running of the PALS office, maintaining accurate records, correspondence, and administrative systems.
• Liaise and build positive working relationships with staff across all divisions and services within the Trust, as well as with external organisations such as independent complaints advocacy services.
• Provide administrative support to the Trust’s complaints management team, ensuring all processes align with statutory requirements, national guidance, and local policies.
• Contribute to the proactive management of concerns and complaints, helping to promote a culture of openness, learning, and continuous improvement across the organisation

Detailed job description and main responsibilities

Please see attached to the advert a job description and person specification for further details. Please ensure you read this document carefully.  Please note, if your application is successful you will be required to present original certificates of qualifications that are listed in the person specification under essential.

Certificate of sponsorship

Applications from individuals who require a Skilled Worker sponsorship to work in the UK are welcome and will be considered alongside all other applicants. For further information and to check your eligibility for this post please following the link UK Visas and Immigration - GOV.UK. Please note that from April 9th 2025, band 2 & 3 entry roles are no longer eligible for sponsorship.