St Elizabeth Hospice improves life for people in east Suffolk living with a progressive or terminal illness. Our work is centred on an individual's needs, which means specialist support, whenever and wherever it is needed, whether at home, in the community or at the hospice. Through medicine and therapy we ease pain; we give life purpose and make life liveable.
Are you a team player with excellent communication and administration skills? If you are looking for a job where you can make a real difference, come and join our team!
Main duties of the job
Our Care Coordinators work alongside our clinical teams to coordinate patient services in our palliative care coordination hub. The team covers all aspects of work in the hub including being the first point of contact for callers to our 24/7 advice line OneCall. Full training will be provided.
Our team cover shifts on a four week fixed rota, 7 days a week including bank holidays. The shifts include late shifts (10pm finish Monday to Friday and 8pm weekends and bank holidays) and working 1 weekend in the four week rota.
Interview Date: 7 October 2024
About us
Our most recent Care Quality Commission report rated the hospice as Outstanding.
We offer:
* Personal pension plan (NHS Pensions are transferrable)
* Generous holiday entitlement
* Life cover
* Employee Assistance Programme
* Blue Light Card
* Use of hospice gym
* Free car parking
Job responsibilities
JOB SUMMARY
St Elizabeth Hospice provides planned, reactive and coordinated care to patients requiring palliative and end of life care. The care coordinators cover 7 days per week, providing support to our palliative care coordination hub, which includes the community, medical, therapy and emotional wellbeing teams.
Key Relationships include:
* Patients, families and informal carers
* Community, medical, therapy and emotional wellbeing teams
* Head of Nursing
* Primary Health Care teams including District Nurses, GP
* Hospice multi-disciplinary team
* Community volunteers
* Social Services
* Care Agencies
* Local bereavement services
RESPONSIBILITIES
OneCall
* To provide support to the OneCall advice line, taking the initial calls and ascertaining the most appropriate direction for the call, dealing with any that are appropriate to the role, liaising with internal and external services to meet the patients' individual care needs.
* To respond to all calls in a professional, calm and empathetic manner.
Triage
* To receive and process all new referrals, other than those for IPU, liaising with internal and external healthcare professionals and patients to ensure that all necessary information is obtained and added to the patient record.
* To make first contact for new referrals to check consent, sharing out, NOK and other demographics.
* To work with clinicians to allocate new appointments, contacting patients and families to arrange same.
Care/Virtual Ward
* To signpost and provide information as and when required. To be a resource and knowledgeable of services and informed of capacity within care providers.
* To coordinate visits by our Community Healthcare Assistants, providing care for new patients and to manage existing patients.
* To understand and organise care packages for end of life patients e.g. number of carer visits in a day using the software provided.
Community Volunteers
* To have an understanding of the community volunteer service, providing support in the absence of the lead coordinator for the service.
General
* To have an understanding of OPA/CCU/IPU to be able to support when needed.
* To maintain patient records, ensuring that all activities e.g. telephone calls, are entered in a timely manner and are accurate.
* To ensure patients, families and healthcare professionals are informed of changes and updates.
* To be involved in appropriate education opportunities relevant to the Hospice.
* To prepare for and attend the weekly community MDT meeting.
* To attend relevant meetings as required.
* To be able to deal with sensitive information at times of stress.
PROFESSIONAL DEVELOPMENT
* To devise with the line manager, a personal development plan in line with the Hospice objectives and personal needs.
* To maintain and increase personal professional skills.
PERSONNEL RESPONSIBILITIES
* To recognise indications of staff stress and to facilitate staff support.
* To participate in the induction of new staff, as required.
* To participate in professional placements and layperson visits to the Hospice, as requested.
* To recognise the value of volunteer contribution and play an active part in their support and development where appropriate.
EDUCATIONAL RESPONSIBILITIES
* To give feedback from attended education programmes/study days to the multi-disciplinary team.
* To support the development of other team members where required.
ORGANISATIONAL RESPONSIBILITIES
* To work within the policies of the Hospice and act within Care Standards, and professional guidelines at all times. To maintain appropriate professional registrations.
* To uphold the hospice and individual teams' values at all times.
* To ensure effective use of resources.
* To participate in relevant activities which promote the Hospice as requested.
* To respect at all times the confidentiality of information covering patients, staff and volunteers.
* To play an active part in the development and maintenance of good relationships with all those who have business with the Hospice.
* To promote the Hospice Philosophy of Care towards patients, relatives and visitors.
Person Specification
Personal Qualities
* Demonstrable experience of team working.
* Ability to withstand sensitive and potentially stressful situations.
* Strong attention to detail and accuracy.
Experience
* Experience of working in a busy administration role, working with minimal supervision.
* Experience of establishing work processes and procedures.
* Experience of working within a secure and confidential environment.
* Experience of working within a healthcare setting.
Specific Skills
* Excellent written and verbal skills.
* Effective communication, inter-personal and organisational skills, face to face, in writing and over the telephone.
* Advanced IT skills including Word, Excel, Outlook.
* Able to manage and prioritise own workload.
* Able to work accurately with excellent attention to detail.
Qualifications
* Educated to GCSE standard or equivalent.
* NVQ Level 3 or above in Business Administration or equivalent previous experience.
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.
Depending on experience Starting salary: WTE: £23,664.00
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