Patient and Family Support Service Administrator

3 months ago

Harrow, United Kingdom St Luke's Hospice Full time

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

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