Worcestershire Acute Hospitals NHS Trust
We are looking for an enthusiastic and motivated individual to work with the Lung Cancer Clinical Nurse Specialist, providing administrative and patient-related support to help with the smooth running of the service. This is a predominantly administrative role but will have daily contact with patients and families.
Main duties of the job
The role will support the lung cancer nursing team with office-based duties and provide telephone support to patients, alongside addressing and signposting patients' holistic needs.
The successful candidate should be organised and proactive as the role is key to facilitating the flow of patients along the lung cancer pathway.
Job responsibilities
1. Triage incoming telephone calls and initiate appropriate response according to assessment tools, protocols and individual pathways, liaising with the CNS team as appropriate.
2. Provide basic telephone advice and refer on or signpost to other sources of support.
3. Communicate with patients, relatives and carers demonstrating empathy, understanding and respect.
4. Make outgoing calls to patients or other professionals as guided by CNS team to initiate a proactive prevention approach.
5. Act as the patients' facilitator in order to resolve issues that may be perceived as barriers to care.
6. Provide administrative support to CNS team and wider cancer team e.g. requests for investigations.
7. Pro-actively monitor and co-ordinate patients' assessments, appointments or investigations as identified in patients' care plan.
8. Support the delivery of patient information both verbal and written in a timely manner.
9. Assist patients to access appropriate information and support by signposting to a range of support services.
10. Guide patients through self-assessment resources.
11. Undertake individual holistic needs assessment and care planning.
12. Collect clinical information required for audit by maintaining and improving clinical databases.
13. Coordinating any necessary assessments.
14. Ensure confidentiality at all times.
15. Undertake other tasks as requested by the CNS team in accordance with the grade and nature of the post.
16. Maintain a smart and professional appearance at all times.
Person Specification
Skills/ Knowledge
* Able to manage conflicting priorities, and organise workload effectively.
* Able to use own initiative.
* Evidence of good communication skills and the ability to communicate sensitively with patients.
* Knowledge of NHS IT systems.
* Ability to concentrate on tasks while managing frequent interruptions.
* Confident managing telephone queries from patients and relatives.
* Have accurate written communication skills.
Personal Qualities
* Demonstrates excellent verbal and written communication skills.
* Willing to change and accept change and to explore new ways of doing things and approaches.
* Ability to work effectively in a team.
* Be calm, confident and approachable.
* Recognises personal limitations and boundaries.
* Have a flexible attitude to working.
* Ability to communicate in an empathetic manner with patients and families.
Experience
* Experience of working in an administrative or data management role.
* Experience of working in a multi-professional environment.
* Experience of dealing with the public in a face-to-face or over the phone.
* Experience of supporting/teaching patients and carers.
* Previous relevant experience of working in NHS.
* Experience of dealing with people who are distressed.
Qualifications
* GCSE English Language and Maths (Grades A-C) or equivalent.
* NVQ 3 in business admin or equivalent level.
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.
Employer name
Worcestershire Acute Hospitals NHS Trust
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