Patient Support Manager

This role exists to provide face to face and virtual/telephone support and guidance to clients seeking access to private healthcare services, either as a complement to their NHS care or as part of their private treatment programme.

Patient Support Managers provide support to people to help them understand their specific needs when they have a cancer diagnosis or are concerned that they may have cancer. This is achieved via a structured Needs Based Assessment conversation where our Patient Support Managers provide general support, information and guidance to our clients to help them cope with the impact of their cancer diagnosis or general concerns.

This role exists to ensure that our clients are fully supported and prepared ahead of any consultation, treatment or service. Patient Support Managers attend specific consultations, treatments or services as requested by our clients to ensure they are fully supported throughout their relationship with us. The Patient Support Manager also debriefs clients following each consultation, treatment or service so they have an opportunity to ask questions and gain clarity on any element of their diagnosis or treatment plan.  

In addition, Patient Support Managers provide support to our front line team of Case Managers based in Basingstoke. Our Case Managers are non-clinical customer service individuals who handle all aspects of case management for our clients. We operate as one team and where clinical support is required, our Case Managers will look to our Patient Support Managers for assistance.

Our Patient Support Managers are also involved in training our Case Managers to increase their knowledge and understanding of cancer.

This role ensures that our clients receive a seamless service and that their needs are fulfilled throughout their relationship with Harley Street Concierge.

Future developments within the business will lead to this role expanding to cover the provision of in person support to clients around the UK. 

Accountabilities:

Preparing (in person or virtually) clients for any consultation, treatment or any other service to ensure they know what to expect from each intervention.

Attending (in person) consultations, treatment or any other service to support our clients throughout their healthcare journey as required.

Debriefing (in person or virtually) clients following any consultation, treatment or other service to ensure they have an opportunity to ask questions and gain clarity on any element of their diagnosis or treatment plan.  

Supporting clients to understand their specific needs when they have received a cancer diagnosis through structured Needs Based Assessment conversation and to provide general support, information and guidance to our clients to help them cope with the impacts of their cancer diagnosis.

Ensuring that any medical notes received on behalf of clients are reviewed and collated appropriately to ensure all relevant information relating to the cancer diagnosis is sent to the appropriate provider of service.

Ensuring that all relevant documentation is collated and completed prior to and following each consultation, treatment or other service.

Communicating sensitively and compassionately in highly emotive situations with clients and their families who may be very distressed.

Meeting and greeting people in a friendly and professional manner.

Providing both practical, clinical and emotional support, giving people the opportunity to acknowledge and express their concerns in a safe environment.

Communicating relevant information about appointments and tests to clients and their representatives whilst maintaining confidentiality.

Keeping your relevant knowledge up to date with appropriate continued professional development (in discussion with line manager)

To work effectively and professionally within all the clinics and facilities within our network.

To track/update all relevant client information into systems as defined by company policy.

To work flexibly to meet the needs of the service. This role demands flexibility to manage unpredictable patterns of work which fluctuate from immediate response services (telephone and clients being admitted) to intense concentration when exposed to distressing and emotional circumstances.

Maintaining a cooperative relationship among healthcare teams and the Case Managers by communicating information, responding to requests and building rapport (working as one unified team at all times), helping the Case Managers determine the most appropriate course of action in servicing clients and training Case Managers in better understanding cancer and its impacts.

To initiate and maintain effective working relationships and communication networks with all providers, partners, clients, client representatives and colleagues. 

To follow reporting mechanisms and reporting structures in relation to any accident or untoward occurrence in line with professional accountability.

To support any other project activity within the business as required.

To talk to clients to help them understand the outcome of their service as required.

To help provide information from sources that are trusted and credible that help our clients understand their diagnosis and its impacts (be they clinical, emotional or practical)

To ensure that no action or omission on your part within your sphere of responsibility is detrimental to the interests or safety of clients and their representatives.

Key Competencies:

A trained oncology/radiotherapy nurse or with skills from another cancer related healthcare profession.

Qualified or experienced in supporting people with cancer.

A keen interest in remaining up to date with innovation within the wider cancer landscape.

Able to provide development and awareness of cancer to our Case Management team as required.

An in-depth understanding of cancer, its treatment and impacts on those affected by it.

Uses knowledge, skills and experience proactively to help the business maximise its performance.

Good observation skills.

Advanced listening and communication skills.

Practical problem solving skills, uses own initiative within agreed parameters set by the business.

Excellent team player, makes contributions in the best interests of the growth of the team.

Ability to motivate self and others.

Flexible attitude and approach to work.

Accurate written communication skills.

Good understanding of cancer pathways and cancer/medical terminology.

Calm and objective.

Confident and approachable.

Able to travel frequently within the UK and regularly to London. 

Ability to deal with complex and difficult emotional situations.

High levels of emotional intelligence.

Empathetic/Diligent.