Macmillan Support Worker Team Leader
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As the lead for a team of Macmillan Cancer Support Workers (MCSW), the post-holderwill act as line-manager to a team of MCSWs and actively participate in reviewing processes required to deliver the outcomes of the post. The post-holder will oversee the key administrative workflows of the department, to effectively facilitate call centre and personalised care activities.
The post holder is responsible for ensuring that calls are centrally managed, answered promptly and accurately, and swiftly brought to the attention of the relevant clinician(s), as well as maintaining and updating existing patient records on EPIC and My Care Plan platforms.
The post holder will support the delivery of service to agreed national standards, particularly the NHSE requirement to deliver personalised care, escalating any issues to clinicians as per agreed standard operating procedures (SOP) and the cancer team.
This is a role with lots of variety and ad hoc demands and so the post-holder will possess excellent time management and planning skills. This post may develop over time to meet the specific needs and the changing demands on the service.
Job description
Kings College Hospitals NHS Foundation Trust and Macmillan Cancer Support, have formed a partnershipwith the aim of transforming cancer care and patient experience. This partnership commits to ensure thatevery cancer patient treated at the Trust and their loved ones have access to the best possible care, supportand information. This role within cancer service manages a central team of Macmillan Cancer SupportWorkers (MCSW) supporting access to Personalised Care for people with cancer and provide CNS helplinetriage support to release time for specialist and complex clinical duties of Cancer Nurses. As the lead for a team of Macmillan Cancer Support Workers (MCSW), the post-holder is responsible for theprovision of an effective administrative process to: - - - - - - -Manage workload distribution in the MCSW team ensuring all activities are cross covered Ensure training is offered to MCSW to provide high quality information and signposting to availableservices locally or digitallyEnsure training is offered for MCSW to help patients to navigate the system and coordinate accessto care and support from diagnoses, throughout treatment and beyond Ensure EPIC training for scheduling clinic appointments is offered to all MCSW Ensure Operational Policies are developed to support management of administrative calls andescalation agreed and in place for clinical issues to be dealt with appropriately and timelyEnsure key elements of personalised care are supported, including setting up Holistic NeedsAssessment (eNHA).Collate and analyse monthly MCSW activity data
Person specification
Knowledge, training & experience
Essential
- Experience managing administrative or secretarial staff within the NHS, with good understanding of Human Resources processes
- Experience of data collection, analysis and report writing.
Desirable
- Experience of working as a Cancer Support Worker or cancer MDT co-ordinator
Communication & relationship skills
Essential
- Excellent communication skills in English, written and verbal, with all clinical and administrative staff, patients and their relatives.
- Proven experience of handling complex, contentious or otherwise challenging interactions with tact and diplomacy (i.e handling complaints, de-escalation, etc.)
Desirable
- Previous experience of leading change within a team
Planning & organisational skills
Essential
- Excellent problem-solving skills and ability to work under pressure within a co-operative multi-disciplinary team based working environment
About the employer
The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King's to another level.
We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.
King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.