Job Purpose
The post holder will develop and implement the processes and procedures required for the effective and efficient administration of the HOBS service, monitoring, reviewing and making appropriate changes, updates and improvements as necessary. The post holder will answer calls directly from patients and professionals and will coordinate who and where the calls are passed on to. The post holder will be responsible for adding referrals into the hospice on to the clinical systems for the clinicians to assess suitability and the post holder will liaise with external partners as needed. The post holder will also be the first point of contact for a range of queries and will assess them and resolve where possible or pass on to the appropriate staff. A high level of initiative, knowledge, tact, sensitivity and judgement is required in this post, as is an understanding of the importance of confidentiality. The Hospice advocates a one‑team approach to clinical administration. Whilst the day‑to‑day focus of this role will be to support the Community teams, the post holder will also be expected to provide cover for other members of the wider clinical administration team, if there is unexpected absence or demand.
Main Duties and Responsibilities
* Administration: Provide administrative support to the Community teams including arranging meetings, taking meeting notes or minutes, correspondence, reports and other documents, management of enquiries any associated facilities and undertaking other tasks essential to the smooth and efficient running of the service.
* Ensure the accurate processing of data and production of reports as required.
* Collect, collate and record weekly the information relating to off duties, rotas, sickness absence, annual and other leave, required for payroll.
* Coordinate staff rotas.
* Obtain patient information from other health care organisations.
* Use initiative to develop and maintain administrative systems to meet changing needs of the service.
* Deal with incoming telephone calls sensitively and communicate messages promptly and accurately.
* Respond to queries, using initiative and judgement in assessing them and resolving or relaying on as appropriate.
* Initial management of incidents/accidents/near misses, including reporting on Vantage and to the Lead Nurse.
* Undertake other tasks essential to the efficient running of the HOBS community team.
* Assist with recruitment, including volunteer recruitment.
Governance
* Register and process all new patient referrals onto the Hospice electronic patient records system (SystmOne) ensuring these are processed in accordance with set standards – Liaising with Triage Nurse/Lead CNS.
* Production of weekly statistical reports in relation to team caseloads and other ad hoc reports from S1 as required, including auditing of specific admin processes.
* Ensure that incidents are reported using Datix.
* Utilise CONNECT system to request annual leave and manage own mandatory training requirements.
* Attend team meetings and contribute to strategic and service development.
* Provide cover for other members of the clinical administration team during holiday and other periods of absence.
Confidentiality
All employees are required to uphold the confidentiality of all information records in whatever format, encountered in the course of employment and after it.
All employees are bound by the requirements of the General Data Protection Regulations when, in the course of their employment, they deal with information records relating to individuals.
Equality and Diversity
The Hospice is committed to promoting an environment that values diversity. All staff are responsible for ensuring that they treat individuals equally and fairly and do not discriminate on the grounds of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex and sexual orientation.
Health and Safety
All employees have a responsibility under the terms of the Health and Safety at Work Act 1974 to protect and promote their own health and that of others in the workplace. All employees must comply with all Hospice Health and Safety procedures.
Infection Control
The prevention and control of infection is the responsibility of everyone who is employed by the Hospice. Employees must be aware of infection control policies, procedures and the importance of protecting themselves and their clients in maintaining a clean and healthy environment.
Information Governance
All employees are responsible for ensuring they undertake any training relating to information governance, read the Hospices policies, procedures and guidance documents relating to information governance, and understanding how this affects them in their role.
Professional Development
All employees must participate in an annual appraisal and develop a personal development plan with their Line Manager. All employees are responsible for maintaining their statutory and mandatory training.
Safeguarding Children, Young People and Vulnerable Adults
The Hospice is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. All employees and volunteers are therefore expected to behave in such a way that supports this commitment.
Pandemic or major incident
In the event of a pandemic or major incident, the post holder may be asked to undertake other duties not necessarily commensurate to the banding of this role. This could include duties in any part of the Hospice. Prior to undertaking any duties, the member of staff will have full training and induction. No member of staff will be asked to undertake duties for which they are not competent or where they feel unsafe in their environment or could put patients or themselves at risk.
General
The job description is not exhaustive and may be amended following appropriate consultation in the light of business needs.
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