• Job Description

  Req#: C9365-24-1322?language=en&page=176&sort=publicationDateDesc

  Job summary

  We are looking for an enthusiastic and motivated individual to work with the The Lung Cancer support worker will work closely 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.

  About us

  Our purpose is simple - Putting Patients First. We are looking for exceptional colleagues who can help us achieve this.

  Worcestershire Acute Hospitals NHS Trust is a large acute and specialised hospital trust that provides a range of local acute services to the residents of Worcestershire and more specialised services to a larger population in Herefordshire and beyond.

  The Trust operates hospital-based services from three sites in Kidderminster, Redditch and Worcester

  Our workforce is over 7,000 strong, and our caring staff are recognised as providing good and outstanding patient-centred care. You could be one of them.

  We are committed to recruiting the best people to work with us to achieve our Vision - working in partnership to provide the best healthcare for our communities, leading and supporting our teams to move 4ward. Our 4ward behaviours, which we ask all staff to demonstrate, underpin our everyday work and remain firmly at the heart of all we do.

  Our objectives are simple:

  • Best services for local people
  • Best experience of care and best outcomes for our patients
  • Best use of resources
  • Best people

  Better never stops, and our Clinical Services Strategy provides a clear future vision for our Trust, our hospitals, our services and our role in the wider health and care system.

  We are proud to have achieved Timewise accreditation - this means we are committed to embedding flexible working within our organisation as a flex positive employer.

  Date posted

  04 December 2024

  Pay scheme

  Agenda for change

  Band

  Band 4

  Salary

  £26,530 to £29,114 a year

  Contract

  Permanent

  Working pattern

  Full-time, Flexible working

  Reference number

  C9365-24-1322

  Job locations

  Charles Hastings Way

  Worcester

  Worcestershire

  WR5 1DD

  
  

  Job description

  Job responsibilities

  Key duties

  Triage incoming telephone calls and initiate appropriate response according to assessment tools, protocols and individual pathways, liaising with the CNS team as appropriate. Telephone conversations can sometimes be difficult, dealing with raw emotions such as sadness, anger or frustration. Report any patients concerns in accordance with guidance provided

  Provide basic telephone advice and refer on or signpost to other sources of support

  Communicate with patients, relatives and carers demonstrating empathy, understanding and respect

  Make outgoing calls to patients or other professionals as guided by CNS team to initiate a proactive prevention approach

  Act as the patients facilitator in order to resolve issues that may be perceived as barriers to care

  Provide administrative support to CNS team and wider cancer team e.g. requests for investigations. This may involve contact with external providers

  Pro-actively monitor and co-ordinate patients assessments, appointments or investigations as identified in patients care plan, including the use of the electronic Somerset Cancer Register and escalate delays to the appropriate team

  Support the delivery of patient information both verbal and written in a timely manner

  Assist patients to access appropriate information and support by signposting to a range of support services and encourage active, healthy lifestyle choices

  Guide patients through self-assessment resources

  Undertake individual holistic needs assessment and care planning

  Collecting clinical information required for audit by maintaining and improving clinical databases

  Coordinating any necessary assessments

  General Duties:

  Ensure that administrative and clerical functions are carried out to the highest quality standards

  Ensure an appropriate, professional and empathetic telephone manner is carried out at all times

  Participate in the Trusts Performance and Development Review and to undertake any identified training and development related to post

  Undertake statutory and mandatory training deemed appropriate by the Trust

  Develop and maintain effective working relationships with colleagues.

  Ensure confidentiality at all times

  Undertake other task as requested by the CNS team in accordance with the grade and nature of the post

  Maintain a smart and professional appearance at all times

  Job description

  Job responsibilities

  Key duties

  Triage incoming telephone calls and initiate appropriate response according to assessment tools, protocols and individual pathways, liaising with the CNS team as appropriate. Telephone conversations can sometimes be difficult, dealing with raw emotions such as sadness, anger or frustration. Report any patients concerns in accordance with guidance provided

  Provide basic telephone advice and refer on or signpost to other sources of support

  Communicate with patients, relatives and carers demonstrating empathy, understanding and respect

  Make outgoing calls to patients or other professionals as guided by CNS team to initiate a proactive prevention approach

  Act as the patients facilitator in order to resolve issues that may be perceived as barriers to care

  Provide administrative support to CNS team and wider cancer team e.g. requests for investigations. This may involve contact with external providers

  Pro-actively monitor and co-ordinate patients assessments, appointments or investigations as identified in patients care plan, including the use of the electronic Somerset Cancer Register and escalate delays to the appropriate team

  Support the delivery of patient information both verbal and written in a timely manner

  Assist patients to access appropriate information and support by signposting to a range of support services and encourage active, healthy lifestyle choices

  Guide patients through self-assessment resources

  Undertake individual holistic needs assessment and care planning

  Collecting clinical information required for audit by maintaining and improving clinical databases

  Coordinating any necessary assessments

  General Duties:

  Ensure that administrative and clerical functions are carried out to the highest quality standards

  Ensure an appropriate, professional and empathetic telephone manner is carried out at all times

  Participate in the Trusts Performance and Development Review and to undertake any identified training and development related to post

  Undertake statutory and mandatory training deemed appropriate by the Trust

  Develop and maintain effective working relationships with colleagues.

  Ensure confidentiality at all times

  Undertake other task as requested by the CNS team in accordance with the grade and nature of the post

  Maintain a smart and professional appearance at all times

  Person Specification

  Other

  Essential

  • Occasional need to travel to other trust sites within county
  • Occasionally work outside of office hours to meet the demands of the post

  Skills/ Knowledge

  Essential

  • 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

  Essential

  • Demonstrates excellent verbal and written communication skills
  • Demonstrates excellent public 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
  • Be able to use own initiative
  • Demonstrate enthusiasm,
  • Recognises personal limitations and boundaries
  • Have a flexible attitude to working
  • Ability to communicate in empathetic manner with patients and families

  Experience

  Essential

  • Experience of working in administrative or data management role
  • Experience of working in a multi-professional environment
  • Experience of dealing with public in a face to face or over the phone
  • Experience of supporting/teaching patients and carers

  Desirable

  • Previous relevant experience of working in NHS
  • Experience of dealing with people who are distressed

  Qualifications

  Essential

  • GCSE English Language and Maths (Grades A-C) or equivalent
  • NVQ 3 or business admin or equivalent level

  Person Specification

  Other

  Essential

  • Occasional need to travel to other trust sites within county
  • Occasionally work outside of office hours to meet the demands of the post

  Skills/ Knowledge

  Essential

  • 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

  Essential

  • Demonstrates excellent verbal and written communication skills
  • Demonstrates excellent public 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
  • Be able to use own initiative
  • Demonstrate enthusiasm,
  • Recognises personal limitations and boundaries
  • Have a flexible attitude to working
  • Ability to communicate in empathetic manner with patients and families

  Experience

  Essential

  • Experience of working in administrative or data management role
  • Experience of working in a multi-professional environment
  • Experience of dealing with public in a face to face or over the phone
  • Experience of supporting/teaching patients and carers

  Desirable

  • Previous relevant experience of working in NHS
  • Experience of dealing with people who are distressed

  Qualifications

  Essential

  • GCSE English Language and Maths (Grades A-C) or equivalent
  • NVQ 3 or 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 details

  Employer name

  Worcestershire Acute Hospitals NHS Trust

  Address

  Charles Hastings Way

  Worcester

  Worcestershire

  WR5 1DD

  
  

  Employer's website

  https://www.worcsacute.nhs.uk/ (Opens in a new tab)

  Employer details

  Employer name

  Worcestershire Acute Hospitals NHS Trust

  Address

  Charles Hastings Way

  Worcester

  Worcestershire

  WR5 1DD

  
  

  Employer's website

  https://www.worcsacute.nhs.uk/ (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

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