Clinical Admin Lead (Maternity Cover)

St Michael's Hospice (North Hampshire); Basingstoke; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading healthcare charity in Basingstoke is seeking a Clinical Administration Lead responsible for managing a team to ensure efficient clinical operations. The role includes administrative support for Clinical and Medical Directors, overseeing team performance, and enhancing organizational processes. Ideal candidates will have supervisory experience in a healthcare setting and strong knowledge of data protection. This full-time position offers a nurturing work environment focusing on patient care and community services.

Benefits

Supportive team environment

Opportunities for professional development

Qualifications

• Experience in administration within a healthcare setting is required.
• Supervisory or office management experience is necessary.
• Experience managing sensitive situations is essential.

Responsibilities

• Lead the clinical administration team ensuring effective support across clinical services.
• Manage diary, correspondence, and document for clinical directors.
• Supervise compliance with confidentiality in administrative functions.

Skills

Team management

Strong administrative skills

Problem-solving under pressure

Confidentiality and data protection

Advanced Microsoft Office skills

Excellent organizational skills

Education

NVQ Level 4 in Business & Administration

GCSEs in English and Maths

Job description

We are looking for an experienced individual to lead ClinicalAdministration at the Hospice to ensure the smooth operation of all clinicalservices by providing high-level administrative support to the ClinicalDirector, Medical Director, and Clinical Management Team.

St. Michaels Hospice is committed to safeguarding and promoting the welfare of vulnerable adults, children and young people. All staff are expected to share this commitment. Successful candidates will be required to undergo relevant background checks, including a DBS check and provide satisfactory reference before starting the role.

Main duties of the job

In this role, you will manage a team of Clinical Coordinators to develop and enhance administrative processes that support efficient service delivery.

What you will be doing:

• Overseeing a team of Clinical Coordinators, ensuring effective administrative support across all clinical services.
• Enhancing and streamlining processes to improve efficiency in service delivery.
• Working closely with the Clinical Director, Medical Director, and wider clinical management team.
• Ensuring compliance with confidentiality and professional standards in all clinical administrative functions.

This role will predominantly be Monday to Friday; however, as the clinical service operates 7 days a week, including bank holidays, some flexibility will be required to provide support outside usual working hours to cover short-term absences within the team.

What we are looking for:

• Previous supervisory or management experience is essential, ideally within an administrative function in a healthcare setting.
• Strong administrative skills with a keen eye for detail.
• The ability to work independently and as part of a team in a fast-paced environment, using your initiative to problem-solve under pressure.
• An understanding of confidentiality and data protection is crucial.

You will be joining a friendly and supportive team, working across all clinical areas, with opportunities for multidisciplinary collaboration.

About us

St.Michaels Hospice is a registered charity providing specialist palliative and end of life care services since 1992, for the people of North Hampshire. We are dedicated to providing care to people throughout North Hampshire who are affected by life limiting illness to attain the highest possible quality of life by providing a choice of specialist care and support.

As a charity, we depend on the kindness and support of our local community to continue offering our services free of charge. This care is made possible by supporters donating, taking part in fundraising events and activities, playing our lottery, shopping in our retail outlets, leaving gifts in their Wills or giving freely of their time to volunteer.

Job responsibilities

The Clinical Administration Lead is responsible for ensuring the smooth operation of clinical services at St.Michaels Hospice by providing high-level administrative support to the Clinical Director, Medical Director, and the Clinical Management Team (CMT). This role includes managing the clinical administration team and receptionists, enhancing administrative processes to support efficient service delivery.

Administration Support

Provide comprehensive administrative support to the Clinical Director, Medical Director, and the CMT, including diary management, correspondence, and document management.

Serve as the initial point of contact for enquiries directed to the Clinical Director and Medical Director, ensuring high standards of customer care.

Prepare and manage key meetings and events, including drafting agendas, producing minutes, tracking action points, and handling venue logistics.

Administer clinical meetings such as the Clinical Governance Committee and SMH Medicine Management Group, ensuring timely invitations, agendas, and minutes.

Be proficient in all aspects of the Clinical Coordinator roles, enabling the provision of adequate cover during periods of sickness, holidays, or whenever required to meet service needs, including weekends, bank holidays when needed.

Flexibility to work between 8am and 6pm to provide cover in the community hub as required to cover holiday and sickness.

Coordination and Management

Support nominated leads (e.g., Governance Lead, Safeguarding Lead, Education Lead, Freedom to Speak Up Guardian, Clinical or Medical Director) in coordinating sensitive matters related to patient safeguarding, accidents, incidents, and complaints.

Oversee the administration of the SMH accident and incident reporting process and database.

Ensure effective management of the administrative aspects of the SMH complaints process, including responding to initial patient and family requests, concerns, or complaints, and reporting to senior staff as appropriate.

Supervise the clinical administration team in managing all patient clinical records systems.

Arrange and coordinate best-interest meetings involving families and professionals, ensuring all relevant parties are fully informed and engaged in the process.

Work independently while being able to seek advice or support when needed.

Be a key provision to the CMT, supporting the delivery of organisational objectives and performance indicators.

Collate relevant information, draft responses, and prepare correspondence on a wide range of routine and non-routine issues, both internally and externally.

Collect raw data from internal and external sources regularly and produce it in appropriate formats (e.g., spreadsheets, reports).

Ensure that all staff in the clinical administration are multi-skilled and trained in all key clinical administration tasks, so they can provide effective cover for holidays, sickness, or other needs as they arise.

Clinical Administration Leadership

Directly line manage all clinical administration staff and receptionists at St. Michaels Hospice.

Review, develop, and implement improvements in clinical administration processes.

Lead initiatives to modernise clinical administration service delivery

Manage recruitment and selection of clinical administration staff and receptionists, ensuring roles are designed to meet service needs and budgetary constraints.

Provide induction and regular training for staff on IT systems and ensure compliance with data quality standards and policies.

Monitor staff performance, address issues in accordance with SMH policies, and handle behaviour and performance issues, including formal disciplinary investigations if necessary.

Conduct annual appraisals and manage staff absences, grievance and disciplinary resolutions appropriately with the support of HR.

Manage staff leave to ensure continuity of service delivery and ensuring cross cover is provided within the team.

Maintain appropriate stock levels to support clinical administration functions.

Regulatory Compliance

Oversee the prompt reporting of required CQC notifications via the CQC portal system.

Professional Development

Actively engage in Continued Professional Development (CPD) and attend necessary training to achieve personal development goals.

Participate in annual appraisals and regular performance reviews to ensure ongoing professional development.

Complete all required statutory and mandatory training.

General Responsibilities

Work to maintain the values, vision and aims of St. Michaels Hospice.

Additional Duties In discussion with the line manager to undertake work, as and when required, in support of St. Michaels Hospice as an organisation.

Public Relations To represent St. Michaels Hospice in the community and public domain, including social media, appropriately.

Undertake all statutory and mandatory training, as required.

To be conversant with and adhere to all St. Michaels Hospice Policies and Procedures.

Be responsible for upholding and promoting St. Michaels Hospice safeguarding policies, ensuring the safety and well-being of all individuals, and promptly reporting any concerns or incidents in accordance with established procedures.

This is an outline job description and may be subject to change, according to the needs of the service, in consultation with the post holder.

Take responsibility for own personal safety and of others whilst at work. You will take appropriate action or report any concerns to address any health and safety issues that you or members of your team may be aware of.

This job description is an outline of the role and responsibilities. From time to time, due to the needs of the service, we may ask you to flexibly undertake other duties that are consistent with your role and banding, including project work, internal job rotation and absence cover.

Person Specification

Qualifications

• NVQ Level 4 (or equivalent) in a Business & Administration-related subject.
• Educated to GCSE (or equivalent) standard, with passes in English and Maths.

Skills, Knowledge, Abilities

• Strong knowledge across a range of administrative procedures, including non-routine tasks.
• People management and team development skills.
• Ability to compose correspondence from fragmented instructions.
• Excellent organisational skills.
• Advanced proficiency in Microsoft Office, with the ability to quickly learn new IT software.
• Ability to quickly learn and assimilate new information.
• Ability to remain calm in unpredictable situations and decide the most appropriate response, allocating tasks to the relevant person/team.
• Strong understanding of confidentiality and data protection.
• Ability to work under pressure, use initiative, and manage own workload.
• Leadership in administrative process improvements.
• Proficiency in clinical software or database systems.
• Ability to be innovative and find solutions.
• Knowledge of hospice work.
• Ability to inspire and motivate others, fostering a positive and supportive working environment
• Empathetic and patient-focused.
• Calm and level-headed.
• Punctual and reliable.
• Flexible, resourceful, and adaptable.
• Motivated to learn, undertake training, and develop skills.
• Personable and positive.
• Trustworthy and ethical.
• Proactive.
• Strong problem-solving abilities.
• Ability to lead by example.
• Flexible approach to working patterns.
• Personal resilience and the ability to cope with the emotional challenges inherent in hospice care.

Experience

• Experience in administration within a customer-focused environment.
• Supervisory or office management experience.
• Experience in handling non-routine and complex problems, including progress chasing, resource, and staff allocation.
• Secretarial or office administration, including diary management and customer service.
• Experience in managing sensitive or challenging situations.
• Written communication skills, including producing letters, emails, reports, minutes, and all other documentation.
• Experience working in a healthcare setting.
• Experience working with community professionals.
• Experience in a palliative care setting.

Other requirements

• Willingness to provide cross-cover and work in all areas of the clinical admin service.
• Ability to work different shifts to support all clinical admin services.

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.