Patient and Family Support Administrator (Band 3)
St Peter’s Hospice
The closing date is 09 May 2025
Job summary
To provide a range of administrative support for the Psychological
Therapies Team to support efficient service delivery.
The Psychological Therapies team at St Peters Hospice is dedicated to supporting the emotional wellbeing of our patients, those close to them and the bereaved. The therapist deliver therapy at our Brentry site and in a variety of community settings. The team work closely alongside our clinical teams and see their care as integral to the support St Peter's offers.
The team work closely alongside our clinical teams their work is integral to the holistic support St Peter's offers.
Main duties of the job
The successful applicant will be responsible for maintaining and developing team administrative processes, taking calls and playing a key role in the smooth running of the team.
You will gain experience and knowledge of palliative care services through excellent training, as well as support from your colleagues. Come and join our friendly and collaborative team and make a real difference for people in Bristol, North Somerset and South Gloucestershire.
About us
St Peter's Hospice is a well-loved hospice that provides extensive inpatient and community services, in Bristol and the surrounding areas. Every year St Peter's Hospice makes a difference in the lives of thousands of patients and their families when it matters most.
Many of our staff work directly with patients and their families in nursing, health care and medical jobs. Others raise money to support patient care through our chain of over 40 charity shops and our fundraising activities. We also have a significant number of staff working in varied office-based roles.
Our aim is to provide an inclusive, safe and healthy workplace that boosts creativity and motivation.
Our Inpatient Unit is a state-of-the-art centre of clinical excellence, that was built with the generous support of the people of Bristol. Beyond our Inpatient Unit, you'll find our team in homes and on the phone 24/7. More recently in response to the pandemic we have moved some services online to continue support for our patients.
The Hospice is also a centre of educational excellence and we teach other healthcare professionals about how to care for people at the end of their lives, supporting the NHS and care homes provide end of life care.
Job description
Job responsibilities
1. To set up and maintain administration systems that will ensure the
smooth running of Patient and Family Support Team (PFS) to include:
- To be a point of contact for telephone calls and enquiries into the PFS
team
- To ensure effective communication between patients, clients and the
PFS team
- Administer patient/client referrals
- Administer patient and client appointments/diary management for
the PFS team and the volunteers
- Assist with the setting up and administration of PFS groups e.g.
Family and Childrens work, Drop in groups
- Collate patient information
- Administer room bookings for all members of the PFS team including
volunteers
- Ensure accurate information around referrals, appointments and
communications are entered on to EMIS, the electronic patient record
- Maintain safe and secure storage of patient/client records
- Support the team in the production and use of activity statistics
- Type reports as appropriate
- Type letters e.g. updates/ discharge summaries for referrers
- Represent PFS at meetings where the team working practices and
procedures are required to be shared or developed
- Develop a close working relationship with the Volunteer Services
Team, supporting the management and coordination of the service in
collaboration with the PFS team.
- Support volunteers by ensuring they have the training to manage any
administrative aspects of their role
- Make orientation files for new starters
- Help the manager with clerical duties pertaining to clinical projects
and audit
- Co-ordinate and maintain literature to reflect an up-to-date picture
of the services
- Order and maintain resources used by the team
- Set up internal study days and prepare hand-outs for these, including
laminating. E.g., team days
- Set up staff meetings and take minutes, ensuring distribution of these
at the discretion of the PFS manager
- Photocopy and scan documents as required
- Manage incoming and outgoing post
- Keep contact numbers and health care directories up to date
- Be a contact for lone working
- Support the broader PFS team where needed
2. To liaise with other health and social care professionals both with in St.
Peters hospice and externally as required.
3. To liaise with volunteers as required
4. To carry out any other duties as required.
Additional Duties and Responsibilities
1. To work as a member of a team.
2. To adhere to hospice policies and procedures.
3. To promote the work of the hospice at all appropriate times.
Personal Development
To attend any training required to keep professionally updated.
Job description
Job responsibilities
1. To set up and maintain administration systems that will ensure the
smooth running of Patient and Family Support Team (PFS) to include:
- To be a point of contact for telephone calls and enquiries into the PFS
team
- To ensure effective communication between patients, clients and the
PFS team
- Administer patient/client referrals
- Administer patient and client appointments/diary management for
the PFS team and the volunteers
- Assist with the setting up and administration of PFS groups e.g.
Family and Childrens work, Drop in groups
- Collate patient information
- Administer room bookings for all members of the PFS team including
volunteers
- Ensure accurate information around referrals, appointments and
communications are entered on to EMIS, the electronic patient record
- Maintain safe and secure storage of patient/client records
- Support the team in the production and use of activity statistics
- Type reports as appropriate
- Type letters e.g. updates/ discharge summaries for referrers
- Represent PFS at meetings where the team working practices and
procedures are required to be shared or developed
- Develop a close working relationship with the Volunteer Services
Team, supporting the management and coordination of the service in
collaboration with the PFS team.
- Support volunteers by ensuring they have the training to manage any
administrative aspects of their role
- Make orientation files for new starters
- Help the manager with clerical duties pertaining to clinical projects
and audit
- Co-ordinate and maintain literature to reflect an up-to-date picture
of the services
- Order and maintain resources used by the team
- Set up internal study days and prepare hand-outs for these, including
laminating. E.g., team days
- Set up staff meetings and take minutes, ensuring distribution of these
at the discretion of the PFS manager
- Photocopy and scan documents as required
- Manage incoming and outgoing post
- Keep contact numbers and health care directories up to date
- Be a contact for lone working
- Support the broader PFS team where needed
2. To liaise with other health and social care professionals both with in St.
Peters hospice and externally as required.
3. To liaise with volunteers as required
4. To carry out any other duties as required.
Additional Duties and Responsibilities
1. To work as a member of a team.
2. To adhere to hospice policies and procedures.
3. To promote the work of the hospice at all appropriate times.
Personal Development
To attend any training required to keep professionally updated.
Person Specification
Qualifications
Essential
- Good general education to Level 2 Standard e.g. GCSEs
Experience
Essential
- Experience of direct contact in person and on the phone with
- members of the public
- Experience of working as part of a team
- Experience of working in a busy environment with competing
- demands
Desirable
- Experience of working with volunteers
- Experience of working in a palliative care environment
- Experience of using EMIS
- Experience of working in a health care environment
Additional Criteria
Essential
- Established competency with Microsoft Office including Microsoft
- Word, Excel, Outlook, Publisher, and Teams
- Excellent communication skills face to face, written and via the
- telephone
- Ability to demonstrate sensitivity and compassion in all aspects of
- communication with patients, clients and work colleagues
- Able to remain calm in stressful situations
- Ability to prioritise
- Ability to multi-task
- Ability to cope with a variable workload
Additional Criteria
Essential
- An understanding and empathy for the work of the Hospice
- Hardworking & reliable
- Emotionally resilient
- Good communicator
- Enthusiastic with a positive attitude
- A team player
Person Specification
Qualifications
Essential
- Good general education to Level 2 Standard e.g. GCSEs
Experience
Essential
- Experience of direct contact in person and on the phone with
- members of the public
- Experience of working as part of a team
- Experience of working in a busy environment with competing
- demands
Desirable
- Experience of working with volunteers
- Experience of working in a palliative care environment
- Experience of using EMIS
- Experience of working in a health care environment
Additional Criteria
Essential
- Established competency with Microsoft Office including Microsoft
- Word, Excel, Outlook, Publisher, and Teams
- Excellent communication skills face to face, written and via the
- telephone
- Ability to demonstrate sensitivity and compassion in all aspects of
- communication with patients, clients and work colleagues
- Able to remain calm in stressful situations
- Ability to prioritise
- Ability to multi-task
- Ability to cope with a variable workload
Additional Criteria
Essential
- An understanding and empathy for the work of the Hospice
- Hardworking & reliable
- Emotionally resilient
- Good communicator
- Enthusiastic with a positive attitude
- A team player
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.