Job summary
We are recruiting for an experienced part time Senior Administrator to join the Hospices Administration Team, working 20 hours per week, 5 days over 7.
Main duties of the job
As a Senior Administrator, you will support the Administration Team Leader in ensuring the smooth and effective running of the administrative operations. Duties will include maintaining patient records, handling daily incoming correspondence and organising and co-ordinating meetings.
Due to the nature of the role the postholder will uphold the values of compassion in all interactions, whether with patients, families, supporters, partner agencies, or internal colleagues. The role involves attentively listening to needs and concerns and responding in a collaborative and empathetic manner.
Our ideal candidate will have previous experience of working in a busy office environment and with medical records. They will also be highly organised and capable of prioritising their workload, an effective communicator and be able to work as part of a multi-disciplinary team.
About us
Our mission is to provide excellent care and support to those living with life-limiting illness and to the people they care about, to enrich their lives and to contribute to the ongoing development of end-of-life care. We do this by placing our patients at the centre of everything we do, and through involving patients and their families in all decisions regarding their care.
We can only achieve this with the help of our amazing colleagues, by developing and recognising their contribution, and by sharing our knowledge and skills through education, audit and research.
We do not have sponsorship status and therefore all our offers are made conditional upon our candidates submitting evidence of their right to work in the UK in conjunction with our other pre-employment checks.
Job description
Job responsibilities
The
Senior Administrator supports the Administration Team Leader in ensuring smooth
and effective administrative operations, upholding service standards, and
offering extensive support to departments and staff to promote overall
efficiency.
Additionally,
the Senior Administrator is dedicated to customer service, ensuring high
standards of care and responsiveness in interactions with patients, staff, and
other key stakeholders.
Main
duties and responsibilities
Administrative
Support
- Maintain filing and archive systems, disposing of
archived records and documentation in accordance with Hospice policy, while
ensuring the confidentiality and security of these documents.
- Maintain patient records, updating databases and
systems for effective team communication.
- Book hospital transport / interpreters for service
users, as required.
- Take responsibility for handling incoming
correspondence daily, distributing and taking appropriate action as needed, and
ensuring urgent items are promptly brought to a team member's attention.
- Handle outgoing
mail, including preparing and franking items for collection, and manage
franking machine operations.
- Organise and coordinate meetings, including booking
rooms, arranging refreshments, and ensuring necessary equipment and
presentations are prepared.
- Manage electronic appointment diaries and support
the production and timely distribution of meeting agendas and papers.
- Take and distribute meeting minutes and handle any
necessary administrative follow-up tasks.
- Liaise with the ICT
team to manage photocopier supplies and coordinate with the photocopier
supplier in the event of a breakdown.
- Order office stationery, goods, and equipment and
ensure stock levels are maintained as agreed, ensuring POs and finance compliance.
- Support with the
co-ordination of rotas as required.
- Provide cover for absent team members as directed by
the Administration Team Leader, assist with workloads as necessary, and perform
other duties as required, in line with the grade of the post and service
demands.
- Ensure effective
governance by maintaining up-to-date records, adhering to organisational
policies and procedures, and supporting compliance with regulatory
requirements.
Regularly review
and update documentation to reflect changes in governance standards and
practices and assist in preparing reports and audits to ensure transparency and
accountability.
Customer Service
- Act as the primary point of contact for patients,
carers and healthcare teams, providing appropriate responses and directing enquiries
as needed. Greet and assist internal and external visitors, ensuring a
welcoming and efficient reception.
- Receive complex and demanding information and deal
with distressing situations in a sympathetic, calm, and supportive manner.
Escalating issues to appropriate services or health care professionals where
appropriate.
- Ensure excellent customer service by offering a
professional and efficient telephone and email service. Take accurate messages,
provide information, and direct queries appropriately. Handle telephone
enquiries, referring clinical matters to the relevant person, while maintaining
accuracy, confidentiality, and professionalism.
- Provide
front-line reception duties as required, delivering a high standard of customer
care.
Supervision
- Provide operational support to colleagues, and
supervision of junior staff and volunteers within the team, if required, as
directed by the Administration Team Leader.
- Provide training and development for junior staff
and volunteers. Offering support to new and/or less experienced staff as
needed.
- Where applicable, take part in the recruitment and
selection of administrative staff, and contribute to inductions of new
employees in partnership with the WELD team.
IT
- Support the monitoring and validation of data
related to key performance indicators and targets, ensuring thorough quality
checks to meet performance standards and operational criteria.
- Maintain high-quality data management by updating the Hospices patient
information system. This involves recording patient transactions, documenting
admission and discharge details, and keeping patient demographic information
accurate and current.
Job description
Job responsibilities
The
Senior Administrator supports the Administration Team Leader in ensuring smooth
and effective administrative operations, upholding service standards, and
offering extensive support to departments and staff to promote overall
efficiency.
Additionally,
the Senior Administrator is dedicated to customer service, ensuring high
standards of care and responsiveness in interactions with patients, staff, and
other key stakeholders.
Main
duties and responsibilities
Administrative
Support
- Maintain filing and archive systems, disposing of
archived records and documentation in accordance with Hospice policy, while
ensuring the confidentiality and security of these documents.
- Maintain patient records, updating databases and
systems for effective team communication.
- Book hospital transport / interpreters for service
users, as required.
- Take responsibility for handling incoming
correspondence daily, distributing and taking appropriate action as needed, and
ensuring urgent items are promptly brought to a team member's attention.
- Handle outgoing
mail, including preparing and franking items for collection, and manage
franking machine operations.
- Organise and coordinate meetings, including booking
rooms, arranging refreshments, and ensuring necessary equipment and
presentations are prepared.
- Manage electronic appointment diaries and support
the production and timely distribution of meeting agendas and papers.
- Take and distribute meeting minutes and handle any
necessary administrative follow-up tasks.
- Liaise with the ICT
team to manage photocopier supplies and coordinate with the photocopier
supplier in the event of a breakdown.
- Order office stationery, goods, and equipment and
ensure stock levels are maintained as agreed, ensuring POs and finance compliance.
- Support with the
co-ordination of rotas as required.
- Provide cover for absent team members as directed by
the Administration Team Leader, assist with workloads as necessary, and perform
other duties as required, in line with the grade of the post and service
demands.
- Ensure effective
governance by maintaining up-to-date records, adhering to organisational
policies and procedures, and supporting compliance with regulatory
requirements.
Regularly review
and update documentation to reflect changes in governance standards and
practices and assist in preparing reports and audits to ensure transparency and
accountability.
Customer Service
- Act as the primary point of contact for patients,
carers and healthcare teams, providing appropriate responses and directing enquiries
as needed. Greet and assist internal and external visitors, ensuring a
welcoming and efficient reception.
- Receive complex and demanding information and deal
with distressing situations in a sympathetic, calm, and supportive manner.
Escalating issues to appropriate services or health care professionals where
appropriate.
- Ensure excellent customer service by offering a
professional and efficient telephone and email service. Take accurate messages,
provide information, and direct queries appropriately. Handle telephone
enquiries, referring clinical matters to the relevant person, while maintaining
accuracy, confidentiality, and professionalism.
- Provide
front-line reception duties as required, delivering a high standard of customer
care.
Supervision
- Provide operational support to colleagues, and
supervision of junior staff and volunteers within the team, if required, as
directed by the Administration Team Leader.
- Provide training and development for junior staff
and volunteers. Offering support to new and/or less experienced staff as
needed.
- Where applicable, take part in the recruitment and
selection of administrative staff, and contribute to inductions of new
employees in partnership with the WELD team.
IT
- Support the monitoring and validation of data
related to key performance indicators and targets, ensuring thorough quality
checks to meet performance standards and operational criteria.
- Maintain high-quality data management by updating the Hospices patient
information system. This involves recording patient transactions, documenting
admission and discharge details, and keeping patient demographic information
accurate and current.
Person Specification
Communication
Essential
- Ability to communicate effectively at all levels within the Hospice and externally, both written and verbal
- Ability to communicate sensitively with patients, carers and staff about their health needs
- Ability to work effectively in a multi-disciplinary team
Desirable
IT
Essential
- Digitally literate
- Knowledge of Microsoft applications (Word, Excel, PowerPoint, Outlook)
- Demonstrate knowledge of inputting and retrieving data accurately
Desirable
- Previous experience of electronic patient information systems
Experience
Essential
- Previous experience of working in a busy office environment in an administrative function
- Note-taking skills
- Experience in managing and maintaining office systems
- Experience of working with medical records filing systems
- Good organisational and planning skills
- Excellent keyboard skills
- Problem solving skills using own judgement and initiative
Desirable
- Knowledge and understanding of medical and/or specialised terminology
- Previous experience in a healthcare setting
- Experience in ordering stock
Other
Essential
- Be prepared to assist with Hospice fundraising activities
Desirable
Personal
Essential
- Ability to work under pressure and handle conflicting demands efficiently and in a professional manner
- Self-motivated with the ability to motivate others
- Ability to work on own initiative and work as part of a team
- Flexible and adaptable to meet the changing needs of the service
- Ability to deal with complaints or difficult / emotive situations, as they arise taking appropriate action and knowing when to escalate
- Ability to prioritise and process information according to urgency
- Committed to continual quality and service improvement
- Self-aware and committed to continual personal development
- Attention to detail
Desirable
Qualifications
Essential
- Functional Skills Level 2 in Maths and English or O Level/ GCSE in Maths and English at grade C or above
Desirable
- Word-processing skills at Level 3 (OCR/RSA) Level 3 or equivalent qualification(s) in relevant subjects e.g. NVQ Level 3 in Business
Person Specification
Communication
Essential
- Ability to communicate effectively at all levels within the Hospice and externally, both written and verbal
- Ability to communicate sensitively with patients, carers and staff about their health needs
- Ability to work effectively in a multi-disciplinary team
Desirable
IT
Essential
- Digitally literate
- Knowledge of Microsoft applications (Word, Excel, PowerPoint, Outlook)
- Demonstrate knowledge of inputting and retrieving data accurately
Desirable
- Previous experience of electronic patient information systems
Experience
Essential
- Previous experience of working in a busy office environment in an administrative function
- Note-taking skills
- Experience in managing and maintaining office systems
- Experience of working with medical records filing systems
- Good organisational and planning skills
- Excellent keyboard skills
- Problem solving skills using own judgement and initiative
Desirable
- Knowledge and understanding of medical and/or specialised terminology
- Previous experience in a healthcare setting
- Experience in ordering stock
Other
Essential
- Be prepared to assist with Hospice fundraising activities
Desirable
Personal
Essential
- Ability to work under pressure and handle conflicting demands efficiently and in a professional manner
- Self-motivated with the ability to motivate others
- Ability to work on own initiative and work as part of a team
- Flexible and adaptable to meet the changing needs of the service
- Ability to deal with complaints or difficult / emotive situations, as they arise taking appropriate action and knowing when to escalate
- Ability to prioritise and process information according to urgency
- Committed to continual quality and service improvement
- Self-aware and committed to continual personal development
- Attention to detail
Desirable
Qualifications
Essential
- Functional Skills Level 2 in Maths and English or O Level/ GCSE in Maths and English at grade C or above
Desirable
- Word-processing skills at Level 3 (OCR/RSA) Level 3 or equivalent qualification(s) in relevant subjects e.g. NVQ Level 3 in Business
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.
