Job summary
This is an exciting opportunity to join our brand-newCancer Contact Centre, a centralised, telephone-based hub supporting patients from their first suspected-cancer referral through to diagnosis, treatment and follow-up.
As aCancer Navigator Team Leader, you will supervise and motivate a team of Navigators who provide the first point of contact for patients and families. You will ensure that every call is handled with compassion, accuracy and professionalism, helping patients feel informed and supported at one of the most anxious times of their lives.
You will coordinate daily workflow, monitor performance and quality standards, and work closely with the Macmillan Support Service Supervisor, Diagnostic Nurse Practitioners and wider clinical teams to resolve queries, escalate risks and continuously improve the patient experience.
We are looking for organised, empathetic and proactive individuals with experience in a healthcare or contact-centre environment, strong communication and leadership skills, and a genuine passion for delivering person-centred care.
This is atelephone-based service with some remote working. Join us at Imperial College Healthcare NHS Trust to help build a modern, inclusive service that ensures every patient on a cancer pathway has clear guidance, timely information and compassionate support.
Main duties of the job
- Lead and supporta team of Cancer Navigators within the Cancer Contact Centre, ensuring high-quality, efficient and empathetic service delivery.
- Oversee call-handling performance, monitor workloads, manage rotas and coordinate workflow to meet agreed standards and cancer-waiting-time targets.
- Act as thefirst point of escalationfor complex or distressed patient calls, providing calm, professional guidance and signposting to appropriate clinical or wellbeing support.
- Foster teamwork and developmentthrough regular one-to-one supervision, appraisals, coaching and training.
- Collaborate with the Macmillan Patient Support Service Supervisor, Diagnostic Nurse Practitioners, CNSs and MDT teamsto ensure timely communication of diagnostic results, appointments and pathway updates.
- Maintain accurate records and support validation of cancer-pathway databases to uphold data quality and governance.
- Contribute to service improvement initiatives, audits and feedback processes to continually enhance patient experience and operational effectiveness.
- Model the Trust'sKind, Collaborative, Expert and Aspirational values in every interaction.
About us
At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.
Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You'll get an experience like no other and will fast forward your career.
Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.
We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk tous at interview.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.
For both overviewsplease view the Job Description attachment with the job advert.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.
For both overviewsplease view the Job Description attachment with the job advert.
Person Specification
Education/ qualifications
Essential
- Degree level qualification or equivalent training and/or experience
Experience
Essential
- Knowledge of administration procedures and computerised software
- Operational experience in a managerial role
- Staff management including objective setting and appraisal, performance review & people development
- Proven ability in managing people, process, quality and productivity
Desirable
- Experience in the NHS environment
- Experience of working with multidisciplinary team members
- Experience of working with senior clinical staff
- Knowledge and understanding of the Cancer Waiting Times framework, Cancer Outcomes and Services Dataset and National Cancer Audit Datasets
Skills/knowledge/ abilities
Essential
- Able to communicate contentious and or sensitive information to service users and internal colleagues
- Ability to prioritise and delegate tasks appropriately
- Ability to work under pressure and meet tight deadlines
- Dealing professionally, promptly and sensitively with escalated problems, issues and complaints
- Ability to work autonomously or as part of a team.
Desirable
- Understanding of Somerset Cancer Registry
- Understanding of CERNER Patient Administration System
- Microsoft Office Skills knowledge and experience
- Understanding of Somerset Cancer Registry
Person Specification
Education/ qualifications
Essential
- Degree level qualification or equivalent training and/or experience
Experience
Essential
- Knowledge of administration procedures and computerised software
- Operational experience in a managerial role
- Staff management including objective setting and appraisal, performance review & people development
- Proven ability in managing people, process, quality and productivity
Desirable
- Experience in the NHS environment
- Experience of working with multidisciplinary team members
- Experience of working with senior clinical staff
- Knowledge and understanding of the Cancer Waiting Times framework, Cancer Outcomes and Services Dataset and National Cancer Audit Datasets
Skills/knowledge/ abilities
Essential
- Able to communicate contentious and or sensitive information to service users and internal colleagues
- Ability to prioritise and delegate tasks appropriately
- Ability to work under pressure and meet tight deadlines
- Dealing professionally, promptly and sensitively with escalated problems, issues and complaints
- Ability to work autonomously or as part of a team.
Desirable
- Understanding of Somerset Cancer Registry
- Understanding of CERNER Patient Administration System
- Microsoft Office Skills knowledge and experience
- Understanding of Somerset Cancer Registry
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.
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).
Additional information
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.
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).
