Lead Administrator Patient & Family Support Service
This is an exciting opportunity to join our Patient and Family Support Team as the Team's Lead Administrator. You will be required to work four days a week in the office: Monday, Tuesday, Wednesday, and Friday.
You will have good administrative experience as detailed on our job description and person specification.
The Patient and Family Support Service is a multi-skilled, professional, supportive team that looks forward to welcoming a new member. The team is rapidly expanding its reach and workload and is looking for an enthusiastic, hardworking Lead Administrator to support them in this process.
In return for your commitment, we offer a competitive salary and benefits package, flexible working, generous leave allowance, pension and life assurance scheme, Employee Assistance Programme, free parking, and subsidised lunches on-site. We offer excellent development opportunities and are committed to supporting individuals in their learning and development.
If you would like to discuss this opportunity, we would be delighted to hear from you. Please contact Sushma Dhami, Patient and Family Support Services Manager on 01279 773762 or by email at sushma.dhami@stclarehospice.org.uk
Main duties of the job
1. Demonstrate an understanding of the nature of Hospice Care and Patient and Family Support Service.
2. Coordinate to ensure the smooth working of the Team and assist in the delivery of an effective, innovative Service.
3. Coordinate and manage small ad hoc projects within the Team.
4. Assist in the coordination of approx. 50 volunteers.
5. Provide full administrative support regarding the referral process and allocation of resources.
6. Communicate regularly with a wide range of clinical and non-clinical staff within and outside St Clare.
7. Have expertise in using the clinical information IT system and be able to teach and support others in its use.
8. Provide administrative and secretarial service to all members of the multi-professional team, in particular the Patient and Family Support Services Manager.
9. Develop, improve, and enhance systems as appropriate, to improve the service delivered to patients, carers, and health care professionals.
10. Assist in coordinating students.
11. Collate statistics for all services when required for Management meetings.
12. Provide data information relating to the service as per management requests.
About us
At St Clare Hospice, our vision is that every adult with a life-limiting condition in our local communities should have access to palliative care services wherever and whenever they need them, so that they can make the most of every moment, no matter how long they have left to live. Our many different services provide patients, their families, and carers, with physical, emotional, social, psychological, and spiritual support, at home, or here at the Hospice.
The Patient and Family Support Service is a multi-skilled, professional, supportive team which is comprised of Counsellors, Social Workers, Chaplain / Spiritual Lead & Volunteers. The team is rapidly expanding its reach and workload and is looking for an enthusiastic, hardworking Project Coordinator to support them in this process.
As the Service has expanded its offering and reach and is now accessible to all (rather than those only known to the Hospice), the differing projects within the Team need to be coordinated and managed.
With the introduction of a number of bereavement cafes, the Bereavement Support helpline & Listening Ear Service, and the Community Hubs, this role requires someone who can coordinate projects involving staff, external stakeholders, and the engagement of volunteers.
Job responsibilities
1. Provide administrative and secretarial support to the Patient and Family Support Services Manager and Multi-disciplinary team.
2. Provide administrative support to the Adult Safeguard Lead.
3. Provide support in other departments in the absence of allocated administrative support.
4. Input and maintain robust data on all patient referrals and activity.
5. Send appointment letters to patients, update the appointments system on SystmOne & book rooms accordingly.
6. Ensure that letters for deceased patients' bereavement support are written and sent within the agreed timescale.
7. Send Condolence Cards.
8. Provide activity and other reports as required.
9. Teach and assist multi-disciplinary staff to input accurate patient information onto the clinical system (SystmOne).
10. Advise and assist callers (both personal and by telephone) on the referral process to the hospice.
11. Be responsible for collating all relevant information in relation to patient referrals, episodes of care, and follow-up plans.
12. Communicate with and develop good working relationships with other outside agencies, accessing and providing accurate information as required.
13. Assist in the timely provision of appropriate paperwork for Payroll such as mileage and time forms.
14. Take notes in meetings as required, working groups etc. Meet and greet patients and carers as required.
15. Have compassion and sensitivity when communicating with distressed relatives both personally and by telephone.
16. Prioritise the work schedule and have the ability to work confidently on your own and as part of a team.
17. Be responsible for maintaining records and processes for all Bereavement Service volunteers.
18. Work closely with the Volunteers who are working in the area, providing support and information as required.
19. Having shared the Lead System One role of RA Agent: Completed the mandatory Training to enable the authorisation of documentation for new starters on SystmOne; reset and unlock passwords; deal with documentation for lost cards; add new users onto NHS Portal; set up NHS emails for new staff and process Leavers.
20. Review processes, manage, and complete ad hoc projects within the PFS Team across the wider Hospice.
21. Ensure we participate in external surveys and provide information when required.
22. Update the Memory Book and ensure the details are correct before inserting in the Memory Book in the Sanctuary.
23. Provide cover for Reception on an ad hoc basis.
24. Hold the Host for PFSS Zoom meetings and share responsibility for holding zoom bereavement cafes, team meetings, volunteer supervision & pastoral care meetings.
25. Coordinate volunteers for cafes, helpline, Listening ears, and bereavement support.
26. Field all enquiries, assist in IT setup and ongoing issues.
27. Update SystmOne with client notes for all those Team members working from home.
28. Collate feedback, figures, and statistics for PFSS Services for Management meetings.
29. Use SystmOne to run clinical reports.
Person Specification
Experience
* Good administrative, organisational, communication, and interpersonal skills
* Ability to work to deadlines
* Ability to work in a busy environment with many interruptions and have the ability to prioritise own workload
* Ability to work as a team
* Ability to manage volunteers
* 2 years experience as PA or in an administrative position
Qualifications
* Excellent command of the English Language to minimum GCSE standard
Knowledge
* In-depth knowledge of Microsoft Office Suite
* Knowledge of Confidentiality and Data Protection Act
* Knowledge of Health & Safety in the Workplace
Other requirements
* Excellent organisational skills
* Excellent interpersonal skills
Personal Qualities and Attributes
* To use own initiative
* To be able to cope with the mental/emotional pressures encountered in a palliative care setting
* To have flexibility and ability to adjust and cope with the ever-changing demands placed on the post holder
Skills and Abilities
* Ability to deal with people face to face and on the telephone at all levels with sensitivity, tact, discretion, and diplomacy
* To be able to cope with direct and indirect patient contact, which at times may be distressing
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.
£21,411.60 to £23,635.08 a year (based on FTE £26,764.50 - £29,543.85) & incl of 5% HCA
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