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Job description

The Queen Elizabeth Hospital NHS Foundation Trust is looking to recruit an enthusiastic and efficient team player to triage telephone calls for the Clinical Nurse Specialists within the Cancer Services team.

You will be responsible for the provision of a comprehensive telephone and administration service – including taking a high volume of calls on the CNS telephone triage coordinator line, appointment making as well as diary and teleclinic management.

You will need to be organised and able to prioritise your workload, have experience of working without direct supervision, and have an excellent telephone manner. Some occasional secretarial work may be required.

A high standard of general education and key board skills are essential. Some knowledge of telephony, NHS databases and experience of working with PAS would be advantageous although training will be given.

Main duties of the role include:

• Deal with enquiries by telephone from patients, their carers and/or relatives, plus other professionals involved in their care in a prompt, efficient and tactful manner.
• Triage calls made to the CNS support line and manage calls as per pre-determined RAG rating & standard operating procedure.
• Provide non-clinical information and signpost patients, their relatives/carers to appropriate departments as and where necessary as defined in the service standard operating procedures.
• To exercise judgement within the requirements of the service standard operating procedures when dealing with patient enquiries and analyse and resolve problems as appropriate in line with these.
• Arrange appointments as and when required and to subsequently update patient records on patient centre in line with the Trust’s Patient Access Policy.
• Ability to undertake general secretarial/clerical duties including filing, photocopying, shredding, ordering supplies and stationary as requested by the clinical nurse specialists
• Organising access to hospital notes where required as part of the preparation for CNS clinics.

The Queen Elizabeth Hospital (QEH) King’s Lynn is located near some of the most beautiful scenery in the UK, along the north Norfolk coast, and not far from Sandringham House.

We provide a comprehensive range of specialist, acute, obstetrics and community-based healthcare services to around 331,000 people across west and north Norfolk, in addition to parts of Breckland, Cambridgeshire and South Lincolnshire. We have more than 4,000 staff and volunteers, approximately 530 beds, and a helipad for air ambulances. We work with neighbouring hospitals for the provision of tertiary services, including as part of regional partnership and network models of care, such as the trauma network. Some specialist services and clinics are provided in community facilities, such as the North Cambridgeshire hospital in Wisbech.

In February 2022, the significant progress that has been made at QEH in just three years since 2019 was recognised by the Care Quality Commission who rated the Trust as ‘Good’ in all of the core services they inspected, and recommended the Trust moves out of the recovery support system (formerly special measures). We have an absolute determination to continuously improve care and services for our patients and their families.

If this role appeals to you, and fits your profile, we would love to hear from you.

Please see the attached Job Description and Person Specification for more information on this role.

Corporate Services: http://www.qehkl.nhs.uk/document/divisional-booklets/Introducing_Corporate_Services.pdf