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StElizabeth Hospice improves life for people in east Suffolk living with aprogressive or life-limiting illness. Our work is centred on an individual'sneeds, which means specialist support, whenever and wherever it is needed,whether at home, in the community or at the hospice.. Our most recent Care Quality Commissionreport rated the hospice as Outstanding.

Establishedin 1989, the hospice has built a reputation for delivering high-level care topatients and the community it serves. Through medicine and therapy, they easepain; give life purpose and make life liveable. Last year the charity supportedover 4,000 patients and their families.

OurCare Coordinators work alongside our clinical teams to coordinate patientservices in our palliative care coordination hub. The team covers all aspects of work in thehub including being the first point of contact for callers to our 24/7 adviceline OneCall. Our team cover shiftsbetween the hours of 8am and 8pm, 7 days a week including bank holidays. Enhancements are paid for working unsocialhours.

Fulltraining will be provided.

Hours: Fulland part time hours available

Interview Date:13 January 2026

St ElizabethHospice is committed to safeguarding and protecting the adults and young peoplethat we work with and has a zero-tolerance approach to abuse, neglect anddiscrimination of any person. As such, all posts are subject to a rigoroussafer recruitment process, including the disclosure of criminal records andvetting checks. We have a range of robust safeguarding policies in place whichpromote safeguarding across the hospice and staff are expected to undertakeregular, mandatory safeguarding training to equip them with the knowledge andskills to identify and respond to potential risks.

Thehospice offers a generous benefit package, including:

27days annual leave entitlement

LifeCover

Cycleto Work Scheme

CarLeasing Scheme

HealthService Discounts

OccupationalSick Pay

BlueLight Card

EmployeeAssistance Programme

JOBSUMMARY

St Elizabeth Hospice provides planned, reactiveand coordinated care to patients requiring palliative and end of lifecare. The community care coordinators,cover 7 days per week, providing support to our integrated community service includingthe palliative care coordination hub.

KEYACCOUNTABILITIES

Tobe the first point of contact for callers to the OneCall 24/7 advice line, takingthe initial calls and ascertaining the most appropriate direction for the call,dealing with any that do not require clinical input, liaising with internal andexternal services to meet the patients individual care need.

Torespond to all calls in a professional, calm and empathetic manner.

Toreceive and process all new referrals, other than those for IPU, liaising withinternal and external healthcare professionals and patients to ensure that allnecessary information is obtained and added to the patient record.

Workingwith clinicians to allocate new appointments, contacting patients and familiesto arrange same.

Tocoordinate visits by the Community Healthcare Assistants, supporting patientson the Virtual Ward, providing care for new patients and to manage existingpatients.

Tounderstand and organise care packages for end of life patients e.g. number ofcarer visits in a day using the software provided.

Toprovide administrative support for community, medical, therapy, emotional andwellbeing teams and the safeguarding lead.

Tosignpost and provide information as and when required. To be a resource and knowledgeable ofservices and informed of capacity within care providers.

Tomaintain patient records, ensuring that all activities, are entered in a timelymanner and are accurate.

Toensure patients, families and healthcare professionals are informed of changesand updates.

Promote a safeguarding is everyones businessculture.

Ensure adherence with relevant Infection Preventionand Control policies and procedures.

To be involved in appropriate educationopportunities relevant to the Hospice.

To prepare for and attend the weekly community IDTmeeting.

Toattend relevant meetings as required.

To be able to deal with sensitive information attimes of stress.

Todevise with the line manager, a personal development plan in line with theHospice objectives and personal needs.

Tomaintain and increase personal professional skills.

Torecognise indications of staff stress and to facilitate staff support.

Toparticipate in the induction of new staff, as required.

Toparticipate in professional placements and lay person visits to the Hospice, asrequested.

Torecognise the value of volunteer contribution and play an active part in theirsupport and development where appropriate.

Togive feedback from attended education programmes/study days to themulti-disciplinary team.

Tosupport the development of other team members where required.

Towork within the policies and procedures of the Hospice.

To uphold the hospice and individual teams valuesat all times.

Toensure effective use of resources.

Toparticipate in relevant activities which promote the Hospice as requested.

Torespect at all times the confidentiality of information covering patients,staff and volunteers.

Toplay an active part in the development and maintenance of good relationshipswith all those who have business with the Hospice.

Topromote the Hospice Philosophy of Care towards patients, relatives and visitors.

GENERAL

Where you are a member of a professional bodyyou are required to conform to the professional standards set by that body. Youare required to ensure your registration is current and practice continuousprofessional development.

Because of the special nature of the Hospice and its work,the post holder may on occasion be asked to undertake other duties to helpmaintain our high standard of care.

THIS JOBDESCRIPTION IS NOT NECESSARILY EXHAUSTIVE AND MAY BE SUBJECT TO REVIEW BY THEDIRECTOR OF CARE IN CONJUNCTION WITH THE POST HOLDER

• Excellent written and verbal skills.


• Effective communication, inter-personal and organisational skills, face to face, in writing and over the telephone.


• Advanced IT skills including Word, Excel, Outlook.


• Able to manage and prioritise own workload.


• Able to work accurately with excellent attention to detail.

• Demonstrable experience of team working.


• Ability to withstand sensitive and potentially stressful situations.


• Strong attention to detail and accuracy.

• Educated to GCSE Standard or equivalent.


• NVQ Level 3 or above in Business Administration or equivalent previous experience.

• Experience of working in a busy administration role, working with minimal supervision.


• Experience of establishing work processes and procedures.


• Experience of working within a secure and confidential environment


• Experience of working within a healthcare setting.

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.