Team Leader: Cancer Single Point of Contact and Support Worker Service

Job description

Job responsibilities

Key Result Areas & Performance: Liaise with the Associate General Manager: Cancer & Oncology Services and Macmillan Lead Cancer Nurse to ensure that Cancer Single Point of Contact and Support Worker Service functions effectively providing timely and appropriate advice to callers to the service. Actively monitor caller demand to ensure the service runs seamlessly. Actively monitor waiting times targets and escalate risks relating to patient pathways and waiting times to Associate General Manager. Ensure management of patient activity and special requests within the service (e.g. interpreter requirements) are followed up in a timely fashion. Responsible for the day-to-day management of the Support Workers including work allocation, performance/attendance issues, and oversee their responses to caller enquires providing expert advice and support to support workers when required. Support the provision of general and basic advice to patient/carer/caller queries by implementation of Risk Assessment framework (PRAG Purple/Red/Amber/Green: Clinical / Symptomatic calls framework). Arrange regular meetings to discuss service outcomes and address pathway/patient dilemmas. Assist in audit and data collection relating to the service for inclusion in annual service reports. Oversee and supervise support worker team roster to ensure full-service delivery and coverage. To support in capacity and demand planning to ensure that there is sufficient availability to manage service development and expansion. To support in the provision of complex statistical data, facts and information. To use analytical skills to identify significant variances from performance targets. To support the service in ensuring it is provided in accordance with the Clinical Governance requirements of the Trust

Person Specification

Qualifications & Training

Essential

• Educated to degree level or equivalent experience
• IT qualification - Advanced ECDL or equivalent
• Minimum typing speed of 45 WPM
• Sage and Thyme Foundation Communications skills course (or equivalent)

Desirable

• Computer/Word processing qualification equivalent to RSA 2/3
• Customer Care course (or equivalent experience)

Experience

Essential

• Experience of working in the field of cancer and speaking with patients affected with cancer
• Relevant administrative experience
• Ability to work on own initiative and prioritise workload efficiently
• Experience of all aspects of managing staff
• Ability to make practical decisions
• Ability to identify solutions for identified problems
• Ability to work efficiently under pressure within a fast, paced environment
• Experience of dealing with personnel at all levels both internally and externally, written and verbal
• Experience of establishing new and effective systems that enable quality control
• Experience of running efficient office systems both electronic and in hard copy
• Proven excellent organisational skills
• Evidence of ability to multi task and manage time and conflicting priorities effectively

Desirable

• Counselling course (or equivalent experience)
• Administrative experience in the NHS
• Experience of servicing meetings and taking minutes

Knowledge & Skills

Essential

• Knowledge of relevant Cancer treatments, interventions and terminology
• High standard of literacy and numeracy
• Extensive proven knowledge of Microsoft applications - Outlook, word, excel
• Excellent and accurate data entry skills
• Proven ability to manipulate data and translate into reports of varying applications
• Excellent command of English language

Desirable

• Understanding of Macmillan Cancer Support and its role in the UK
• Awareness of the Living with and Beyond Cancer Agenda
• Awareness of Achieving World Class Cancer Outcomes: A Strategy for England 2015-20 and other national cancer policies

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Lewisham and Greenwich NHS Trust

Address

University Hospital Lewisham

Lewisham High Street

Lewisham, London

SE13 6LH

Employer's website

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