Main area: PALS & Bereavement
Grade: Band 4
Contract: Permanent, 30 hours per week (to include Monday, Tuesday & Friday; other days are flexible excluding weekends)
Job ref: 265-6775660
Site: Northampton General Hospital
Town: Northampton
Salary: £26,530 - £29,114 per annum
Salary period: Yearly
Closing: 02/12/2024 23:59
Job Overview
We are seeking an enthusiastic and highly motivated Bereavement (& PALS) Co-ordinator with excellent communication and organisational skills. The candidate should be an excellent team player who wants to achieve the best possible outcome for patients, relatives and colleagues.
The post holder will be primarily responsible for delivering a 'front of house' contact point to which patients, relatives and carers can raise concerns and questions. You will facilitate solutions or resolutions by working alongside the PALS officers and supporting the bereaved with practical arrangements following the death of a patient by working alongside the Bereavement Coordinators.
Day-to-day duties will include providing reception cover, setting up the day in both services, preparing records for scrutiny by the Medical Examiners, and triaging new enquiries. Your role will be primarily within the Bereavement service but also providing cover within the PALS service to ensure the daily targets and priorities are achieved.
Main Duties of the Job
1. Welcome visitors to the PALS/Bereavement office.
2. Answer telephone queries, email enquiries and written requests for information and/or advice.
3. Provide cross cover across both services as instructed by the PALS & Bereavement Administrator/PALS & Bereavement Manager.
4. Manage compliments received through PALS and share these with the relevant areas/department managers.
5. Document details of concerns from patients, relatives and visitors on the PALS database (Datix ICLOUD) and ensure these are passed on to the appropriate team member.
6. Respond to emails for PALS & Bereavement including filing and ensuring all DATIX enquiries are up to date.
7. Provide a sensitive, sympathetic service for bereaved families/next of kin and ensure the correct procedures are followed at all times.
Working for Our Organisation
Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. All of our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered into a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.
Our Excellence Values: Compassion, Accountability, Respect, Integrity, Courage.
We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone’s full potential. We value how we communicate and promote our vacancies to all communities.
The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals.
Detailed Job Description and Main Responsibilities
1. Liaise with clinical staff, wards and medical examiners to secure a completed medical certificate cause of death (MCCD).
2. Arrange meetings with senior staff members & clinical team responsible for deceased patients' care as appropriate.
3. Guide and support families through the financial applications relating to Hospital Contract Funerals.
4. Be aware of cultural differences which may impact bereavement processes/arrangements.
5. Ensure medical certificate cause of death (MCCDs) are correctly completed.
6. Provide PALS & Bereavement training/awareness sessions across the trust.
7. Escalate any concerns requiring immediate action to the PALS & Bereavement Administrator/PALS & Bereavement Manager.
8. Manage own workload and re-prioritise as appropriate.
Person Specification
Skills
* Excellent written and verbal communication skills.
* Excellent liaison and negotiating skills.
* Proven administrative and organisational skills.
* Ability to work on own initiative.
* Proven ability to prioritise own workload.
* Ability to maintain the strictest confidentiality.
* Excellent IT skills to include Microsoft systems.
* Ability to work with all sectors of local communities.
* Advocacy Skills.
Knowledge and Experience
* Minimum of 2 years’ experience within the NHS or other support services.
* Experience of working with all levels of staff within an organisation.
* Experience in dealing with difficult, high-pressured situations.
* Experience of working with distressed and sometimes hostile families & visitors.
* Knowledge of health-related terminology and concepts.
Education, Training and Qualifications
* Educated to a minimum of 2 GCSEs to include English Language and Mathematics or equivalent level of education, training or experience.
* Customer Service NVQ or equivalent experience.
* Knowledge of customs of other faiths and ethnic groups surrounding death.
Other Information
The post holder may be required to carry out other relevant duties as required. The post holder will be expected to participate in the Trust’s objectives, contractual obligations and governance agenda.
The post holder will adhere to Trust policies and procedures at all times.
Health and Safety: The post holder is expected to ensure a healthy and safe environment exists in the department at all times.
Confidentiality: Attention is drawn to the confidential aspects of this post. Any breach of confidence may result in disciplinary proceedings.
Information Security: The post holder is expected to safeguard the confidentiality, integrity, and availability of data.
Risk Management: To ensure that clinical and non-clinical incidents are reported and analysed to improve service quality.
Infection Control: The post holder is expected to adhere to and promote compliance with the Trust's Infection Control Policy.
Application Numbers
This vacancy may close early if it receives a high number of applications. Please complete and submit your application in good time to avoid disappointment.
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