Patient and Family Support Service Administrator

Job description

Job responsibilities

Main Duties & Responsibilities

General administrative duties

Act as a point of contact and initial source of help to patients, family, carers or internal and external health professionals responding; sensitively to situations by determining the facts of the situation and using judgement, take initial responsibility, using tact and diplomacy to try to resolve the problem; or promptly refer on to an appropriate person if unable to do so.

Record and relay messages which may be of a sensitive and confidential nature and using judgement skills assess the need for immediate action.

Process referrals for the service, co-ordinate dates and liaise with service users to make necessary arrangements for attendance to appointments.

Monitor the status of referrals and update the Head of Service and/or relevant service leads of any outstanding issues.

Maintain accurate and up to date electronic and manual records in accordance with Data Protection, and Information Governance guidance and exercising judgement and use care when exchanging confidential and sensitive patient information.

Work closely with the Quality and Governance team to ensure accuracy and compliance with data collection systems.

Assist in the production of routine and non-routine statistical information by running regular reports from ICare and other databases and undertake analysis and present in an appropriate format i.e. tables and charts to support service delivery.

To undertake meeting administration including identifying and setting up venues circulating agendas and taking minutes.

Produce presentations and marketing and information materials etc. as directed. Job Description

Undertake general photocopying, faxing, scanning and filing of confidential and non-confidential information.

Maintain appropriate levels of office equipment and consumable supplies, and order stationery and non-stock requisitions.

Maintain and follow hospice financial procedures for procurement of goods and services and for the processing of petty cash disbursements.

Report IT faults and repair and maintenance requests and report health and safety hazards as required.

Being a super-user for the electronic patient database, supporting others to use it, including new team members and troubleshooting system issues.

Supporting volunteers with admin tasks, documenting volunteer contact details, helping volunteers use information systems, manage room bookings for volunteers.

Provide comprehensive administration support to the hospice bereavement service, including updating Excel spreadsheets, liaising with service users and volunteers and supporting events.

Provide administration cover to support other clinical services, as required e.g. In-Patient Unit and Community teams.

Prepare and organize displays relating to aspects of the service, including faith festival events and open days.

General Duties & Responsibilities

Woodgrange Centre Woodgrange Centre specific duties

Maintain a timetable of events/services available in the Woodgrange Centre and manage room bookings.

Support the Therapy Lead to maintain a log of all equipment used in the department and a programme of maintenance to ensure the health and safety of those using the service.

At the request of clinical staff contact health professionals and others also involved in a persons care to update plan, progress or requirements for further input on their behalf

Communicate on a daily basis with the various departments in the Hospice regarding any changes in plan regarding those supported by the Patient and Family Support Services, to ensure continuity of care.

Monitor and update the new referrals list ensuring patients attend within the set timeframes and in accordance with the referral flowchart and update electronic records, including status codes.

Ensure that Patient and Family Support and Woodgrange Centre lists are updated and maintained including the daily and MDT lists.

Welcome and explain services to guests and visitors to the Woodgrange Centre, as necessary

Attend the Patient and Family Support service team meeting (MDT) and transcribe and update electronic database.

Produce reports regarding Woodgrange Centre activity as required.

Training and Event Support

Provide timely room, catering and equipment booking in liaison with the Facilities, Housekeeping and Catering teams.

Help to physically set up rooms suitable for teaching, training sessions and events.

Ensure all training and event materials are assembled in advance of the session/event and ready on the day.

Compile evaluation and feedback from each session.

Create database/mail merge to manage event invitations and responses

Training and Development

Keep updated with developments within palliative care by attending relevant conferences and workshops, and by developing and maintaining links with other day hospice providers

Engage in supervision and appraisal process to support personal and professional development

Undertake mandatory training aligned to post in a timely manner

EQUAL OPPORTUNITIES

Comply with and promote St. Lukes Hospice Equal Opportunity Policy and avoid any behavior which discriminates against colleagues, potential employees, patients/clients or their families on the grounds of sex, marital status, race, age, belief, color, nationality, ethnic or national origins, religion, disability, creed, class, gender or sexual orientation.

MISSION & CORE VALUES

All Hospice staff are expected to work in line with St Lukes Mission & Core Values as these precepts act as a value base which directly influences how all work activities are undertaken. The ethos of the Hospice should be apparent in the behaviors and attitudes of all employees as the work they undertake, whether it is direct or indirect care is ultimately for the benefit of patients. The Mission and Core Values are an integral part of all job descriptions, the probationary period and performance and development reviews.

OTHER

St Lukes Hospice is committed to Equal Opportunities for all present and potential members of staff and patients. Therefore St Lukes Hospice expects all employees and volunteers to understand, support, and apply this policy through their working practices which requires all individuals to be treated with respect, dignity, courtesy, fairness and consideration.

This job specification may be modified in the light of development and changing circumstances, according to the needs of the service, and in consultation with the post holder. The post holder should be prepared to undertake any further duties that arise as the post develops. All members of nursing staff may at times be required to work in other parts of the Hospice, commensurate with the roles and responsibilities laid out in this job description.

Person Specification

Skills / Personal Attributes

Essential

• Strong commitment to providing personalised support to people with complex and multiple end-oflife care needs, advanced illness, or long term disability.
• Excellent oral and written communication skills including fast and accurate typing skills.
• Aptitude to develop strong, constructive working relationships with professional colleagues both within and outside the hospice setting.
• High level communication skills to influence others and bring about service improvement.
• Excellent telephone skills and ability to receive convey and record information accurately.
• Ability to use initiative, within clear boundaries, seeking advice from managers or other senior staff where necessary.
• Ability to take, transcribe, and type minutes of meetings.
• Well organised with the ability to prioritise tasks and pay attention to detail.

Qualifications

Essential

• Educated up to A Level (including English and Maths),
• or NVQ 3 standard or equivalent qualification or
• experience

Desirable

• Use of ICare, EMIS or
• similar database.

Experience

Essential

• Significant experience of working with Excel/spreadsheets and collating data, Microsoft Office packages, particularly Office 365, Word, PowerPoint and Publisher
• Significant experience of providing high quality administrative support in a health, social care or similar setting
• Experience of entering information in electronic medical records in an accurate and timely way.
• Experience of working in multi-disciplinary settings with health and/or social care professionals.

Desirable

• Experience of Mail Merge

Additional Requirements

Essential

• Understanding and commitment to equal opportunities and ensuring equitable, person centered service provision.

Desirable

• Understanding of the impact of life threatening illness and disability and
• their treatment upon individuals and families

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.

Employer details

Employer name

St Luke's Hospice

Address

Kenton Grange

Kenton Road

Harrow

Middlesex

HA3 0YG

Employer's website

https://www.stlukes-hospice.org/join-our-team/current-vacancies/ (Opens in a new tab)