Job summary
We have an exciting opportunity within our PALS Team for a Senior PALS Case Manager to join the team in this permanent position. We are looking to appoint an individual who displays empathy and kindness and has excellent communication skills. The post holder can be from a clinical or non-clinical background.
OurPatient Advice and Liaison Service(PALS) support patients, their families, carers and our staff by: listening to their queries and concerns in confidence. Giving them information and advice about local health services. Finding solutions to any problems they may be having, as quickly as possible.
As the Senior PALS Case Manager you will act as a point of contact for service users, patients, relatives and carers who wish to raise a concern relating to services provided by the Trust. You will be required to have experience in customer care, and have the ability to act as a facilitator to engage with Trust staff and external organisations to resolve concerns locally and in a timely manner.
Main duties of the job
As a senior member of the team you will support the PALS Operational Lead in providing leadership to the team and daily visibility ensuring that the service meets demands.
Cases include concerns, enquiries and requests for advice, ensuring that an excellent service is provided to our patients, the public and staff.
You will be required to carry out a complex case load and support the team, ensuring excellent service is provided to our patients, the public and staff.
The PALS and Complaints team plays an important role in ensuring patients, carers and relatives have accessible, friendly and effective support in managing any queries or concerns they may have about the care they are being provided by the hospital and supports the trust to provide high quality patient service that meets our values, Together - Safe, Kind, Excellent.
About us
Our Trust
Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke's Hospital and the Rosie Hospital in Cambridge. With over 11000 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.
This vacancy will close at midnight on the 6th August 2023.
Interviews are due to be held on the 23rd August 2023.
Benefits to you
We offer development opportunities and a wide range of benefits including on-site leisure facilities, shopping concourse, day nurseries and access to a great transport system with easy access to airports and rail travel.
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.
Job description
Job responsibilities
Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.
This vacancy will close at midnight on the 6th August 2023.
Interviews are due to be held on the 23rd August 2023.
Benefits to you
We offer development opportunities and a wide range of benefits including on-site leisure facilities, shopping concourse, day nurseries and access to a great transport system with easy access to airports and rail travel.
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.
- Experience of working with the deaf community (using British Sign Language), and with vulnerable groups such as children or mental health service users. It would also be useful to have experience in the health, social care or voluntary sector.
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
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.
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.
- Experience of working with the deaf community (using British Sign Language), and with vulnerable groups such as children or mental health service users. It would also be useful to have experience in the health, social care or voluntary sector.
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
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.
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).
Employer details
Employer name
Cambridge University Hospital NHS Foundation Trust
Address
Addenbrookes Hospital - Corporate
Hills Road
Cambridge
CB2 0QQ
Employer's website
https://www.cuh.nhs.uk (Opens in a new tab)