Patient Advice and Support Service (PASS) Adviser (part-time; fixed term) - Coatbridge Citizens Advice Bureau

An exciting opportunity has arisen to join our team of paid staff and volunteer staff to continue our services across North Lanarkshire, based at Coatbridge Citizens Advice Bureau. We are seeking an additional member of staff to join our team.  We have been delivering a valuable service to the community of Coatbridge for 38 years. We have accreditation to deliver Type II advice by Scottish National Standards for advice providers (SNSIAP) in the areas of Housing and Type 111 in Benefits.

We are looking for a self-starting motivated individual to provide advice, assistance and representation for clients with concerns and complaints about NHS Lanarkshire. The Patient Adviser will also contribute to services provided throughout Scotland via a national PASS telephone advice line and by email and webchat via the national PASS website.

The Patient Rights (Scotland) Act was passed in February 2011.  The Act created the Patient Advice and Support Service (PASS) to promote awareness of patient rights and responsibilities.

The Patient Adviser will work with the Citizens Advice Bureaux in the local health board area.  The Patient Adviser will provide advice and information to clients who wish to give feedback or comments, or raise concerns or complaints. The Patient Adviser will support bureaux volunteers and liaise with external organisations, produce performance and monitoring reports; assist with the marketing and promotion of the service; and liaise with external organisations in order to maximise the efficiency and effectiveness of PASS.

The successful candidate will have the ability to:

• Promote and develop services
• Work with paid staff and volunteers within 5 CABs across NHS Lanarkshire
• Work as Part of a team
• Build good working relationships with NHS staff, GP Surgery and associated partners
• Liaise with clients and manage their expectations
• Advise, assist and represent clients in relevant areas of advice with NHS
• The ability to work with a wide range of partners and manage relationships in a non-confrontational manner is essential
• Ability to manage a caseload effectively