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Senior Patient Advice and Liaison Service Case Manager

2 months ago

Cambridge, United Kingdom Cambridge University Hospital NHS Foundation Trust Full time

Job summary

The main part of the role is to manage a caseload of Patient Advice and Liaison Service (PALS) cases including concerns, enquiries and requests for advice, ensuring that an excellent service is provided to our patients, the public and staff. PALS cases vary in severity and complexity, and case managers aim to resolve the issues to the satisfaction of the enquirer, and identify lessons learned and action taken in order to make improvements to patient care and experience.

Main duties of the job

o To provide a PALS service to patients, the public and staff in the PALS and Complaints To provide advice and support to patients, their families and carers in relation to queries and concerns (sometimes extremely complex) and help them to resolve them quickly and efficiently and improve the outcome of care in the To provide an identifiable, accessible service to assist patients and carers with concerns and queries providing information to help them make contact with the NHS as easy as Use skills of influence, mediation and negotiation to provide a resolution to the satisfaction of the enquirer, and identify lessons learned and action taken in order to make improvements to patient care and Challenge colleagues at all levels of seniority when To be accountable for own actions, using own initiative to manage and co-ordinate day to day caseload re-prioritising throughout the day as To liaise closely with the Trust's senior managers and to build and maintain good relationships with clinical and non-clinical To maintain and develop close links with external bodies who support service users and To work with the Trust's staff to jointly promote and publicise PALS within the Trust and wider To maintain the PALS service user records using the QSiS (Datix) database.

About us

Our Trust

Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke's Hospital and the Rosie Hospital in Cambridge. With over 13,000 staff and over 1100 beds the priorities of the Trust focus on a quality service which is all about people - patients, staff and partners. Recognised as providing 'outstanding' care to our patients and rated 'Good' overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here. CUH's values - Together - Safe, Kind, Excellent - are at the heart of patient care, defining the way all staff work and behave. The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population.

CUH is committed to promoting a diverse and inclusive community - a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential. We want to ensure our people are truly representative of all the communities that we serve. We welcome applications for all positions in the organisation irrespective of people's age, disability, ethnicity, race, nationality, gender identity, sex, sexual orientation, religion or belief, marriage and civil partnership status, or pregnancy and maternity status or social economic background.

Job description

Job responsibilities

Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.

Due to Home Office immigration rules, a full time permanent vacancy cannot be filled by individuals on a Student visa. Therefore, please be advised that if you are a Student visa holder, we will not be able to offer you a full time permanent contract unless you have:- applied for a Graduate visa- or you will have successfully completed your course and have applied for a Graduate visa before the anticipated start date of your employment- or the Trust has agreed that they will Sponsor you as a Skilled Worker and you will complete your studies within 3 months of the anticipated start date of employment

This vacancy will close at midnight on 8th September 2024

Interviews are due to be held on 19th September 20204

Benefits to you

At Cambridge University Hospitals, we want to do all we can to support good working days. We offer development opportunities and a wide range of benefits, including on-site leisure facilities, shopping concourse and day nurseries. Our good work programme currently includes providing reduced cost Stagecoach bus travel to and from Cambridge University Hospital site. Park and Ride bus journeys between Babraham Road and Trumpington sites are free, as is the route to and from Cambridge train station and our hospitals. We also subsidise the cost of parking on site for eligible staff.

On CUH campus, hot food is available 24/7 and at a reduced cost for colleagues. Recently we launched the first of our staff pod break spaces. Located in the Deakin Centre, we have a purpose-created colleague-only caf, with free tea and coffee, a break space and private outside area for colleagues to rest, refuel and recharge. Just one of the ways we are working hard to support good working days at CUH.

CUH is committed to assisting employees in achieving a good work-life balance irrespective of role or personal circumstances. Flexible arrangements may include, but are not limited to, part-time working, job-share, term-time working and flexible start and finish times.

Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases, alternative working hours will be considered.

We welcome applications from the Armed Forces.

Person Specification

Qualifications

Essential

Educated to degree level or equivalent in terms of experience Evidence of ongoing professional development

Desirable

Customer service qualification

Experience

Essential

Experience of working in a healthcare setting with multi-professional teams Customer care management experience in healthcare or equivalent Experience of resolving or assisting with concerns

Desirable

Previous PALS experience Case/project management experience Experience of managing challenging behaviour/conflict resolution Advocacy experience NHS management experience

Knowledge

Essential

Understanding of the NHS

Desirable

Knowledge of the Trust's management of complaints and concerns policy and procedure Knowledge of patient services/pathways Knowledge of QSiS (Datix) database Knowledge of Epic Knowledge of medical terminology

Skills

Essential

Strong interpersonal, communication, negotiating and influence skills Excellent IT skills including the use of Microsoft Office and of databases Demonstrate ability to work to deadlines and achieve agreed objectives Ability to present ideas effectively Ability to work effectively and credibly within multi-professional forum Ability to organise and prioritise workload around competing demands Information management skills Excellent skills of facilitation Ability to challenge senior staff as part of the investigative process

Desirable

Data entry

Additional Requirements

Essential

The ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of safe, kind, excellent. Proactive and self-motivated with drive and enthusiasm Approachable and supportive to all levels of staff Willing to encourage and develop other staff Resilient Flexible working application Discreet and able to work confidentially Integrity and diplomacy Has professional manner, attitude and appearance Sensitivity when dealing with grieving/emotional patients/carers Ability to work effectively, independently and part of a team