Clinical Administrator

Job summary

We are looking for somebody to join our team as a clinical administrator.

As a clinical administrator, you will work with the In Patient Ward Manager and the clinical team to ensure our patients and their families receive a professional and patient-focused service.

This is a varied and rewarding role and we would love to hear from you if you have strong administration skills, excellent communication skills, and a desire to work in a health care environment.

Main duties of the job

To provide full and comprehensive administrative and secretarial support across Clinical Services. This will include involvement in the coordination of the patient and family journey from referral to discharge.

Job responsibilities

Main Duties:

1. Be a point of contact for enquiries, liaising with other agencies and disciplines in a professional manner, ensuring that complex and sensitive information is communicated with empathy and reassurance.
2. Lead on the referral process across clinical services ensuring timely and efficient action to enable patients to access the most appropriate service at the most appropriate time.
3. Lead on the completion of all processes following a patient's death and ensure sensitivity around all communication with professionals and patients' families.
4. Maintain confidentiality and data protection regarding all personal information and hospice activity at all times, operating within current legislation such as the Data Protection Act. The post holder should ensure they are familiar with and adhere to all hospice information governance policies and procedures.
5. Establish and maintain effective communication systems with internal and external service providers to support timely and efficient service provision.
6. Provide a comprehensive secretarial service to the IPU Ward Manager Clinical Services Leads as required, ensuring that the hospice deadlines and standards are met.
7. Manage all aspects of patient communication and messaging for services.
8. Coordinate internal and external meetings and ensure timely and accurate transcription and distribution of meeting minutes.
9. Maintain the Willow Wood room booking diary and associated communication.
10. Maintain the IPU team diary - liaise with the IPU team as required to ensure requests are dealt with appropriately and timely.
11. Responsible for the process of incoming and outgoing emails including prioritising, sorting, and actioning as necessary.

Other Responsibilities

1. Organise and manage own workload ensuring it reflects on the core components of your role in a manner that ensures quality and reduces risk.
2. Update Staff Care system (SMI) with alterations to published rota on an agreed basis.
3. Responsible for the induction process of newly appointed volunteer staff on the In Patient Unit including the maintenance of induction records for filing in HR.
4. Responsible for the day-to-day support of the volunteers on the unit and act as a role model.
5. Ensure effective and efficient use of resources including stock management and rotation, leading on ordering and appropriate procurement of stationery and other equipment.
6. Be proactive in the development and continuous improvement of the role.
7. Actively encourage feedback from service users and families to enable Willow Wood to maintain and improve our services.
8. Actively participate in the Hospice PDR process to identify own learning needs.
9. Contribute to close working relationships with all personnel and help build an open and honest culture that facilitates learning, creativity, and excellence.
10. Adhere strictly to data protection legislation and best practice guidelines regarding data from donors.
11. The post holder will be expected to keep themselves updated with the Hospice policies and procedures.
12. Act in a way that ensures they maintain their own health and safety and that of others by following organisational policies and procedures.
13. Be aware of infection prevention and control policies and procedures and practice according to them.
14. Participate in hospice education and training programmes.
15. Any other duty reasonably assigned by your Line Manager.

Additional Notes

(a) This document is a guideline to the general scope of duties involved and will be reviewed at regular intervals. It is not intended as a rigid inflexible specification.

(b) The employer shares with the employee the dual responsibility for suggestions to alter the scope and content of this document in order to improve the working situation.

(c) There is a duty to be aware and adhere to all professional governing body rules and any particular Acts or statutory requirements, which may vary from time to time.

(d) To attend mandatory training relevant to the post.

(e) Willow Wood Hospice operates a no smoking policy.

(f) This post requires a satisfactory standard disclosure from the Disclosure and Barring Service (DBS).

Willow Wood Hospice is a registered charity, not part of the NHS and it costs over £3.3 million to run the Hospice every year. We rely on support from the community of Tameside and Glossop, both through volunteering time and donating money to enable us to continue our existing services.

For this reason, it is expected that all members of staff will also support the fundraising activities of the Hospice. We encourage every staff member to help at, participate in, or support at least two fundraising activities every year. Opportunities to support fundraising activities vary and could include helping at fundraising and shop events, taking part in an event and raising sponsorship or attending cheque presentations. Staff members will be asked as part of their annual appraisal which events they have supported.

Person Specification

Experience

Essential

• Excellent administration and organisational skills
• Proficient in using all Microsoft Office applications
• Excellent planning and time management skills
• Attention to detail
• Experience of organising and preparing meetings & accurate taking and distribution of minutes
• Strong customer service skills
• Diary management
• A strong awareness of confidentiality, data protection and GDPR legislation

Desirable

• Experience of working for a Hospice, NHS and/or charity
• Experience of working in Clinical Administration
• Understanding of SMI systems
• Experience of supporting a Team including workload planning and prioritisation
• Experience working with Patient Systems e.g. EMIS
• Working with volunteers

Communication

Essential

• Impeccable written and verbal communication skills

Desirable

• Report writing skills

Personal and other qualities

Essential

• Commitment to the ethos and values of the hospice
• Self-motivated and able to use initiative
• Able to plan, manage and prioritise own workload
• Able to work on a number of projects simultaneously
• Ability to work under pressure at times
• Flexible to the changing needs of the post
• Able to deal with sensitive issues with tact and diplomacy

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

Willow Wood Hospice
Address

Willow Wood Close

Ashton under Lyne

Lancashire

OL6 6SL

Employer's website