Band 3 Bereavement Care Administrative Assistant

6 months ago

Birmingham, United Kingdom University Hospitals Birmingham Full time

**Job summary**:
Supporting family and friends of those who have lost someone is never easy - however, it is often noted by people that it is made a little easier when they have someone to guide and support them with the next steps in the bereavement process.

Our incredible team in The Bereavement Hub at Heartlands Hospital is looking to recruit a Care Administrator who has a genuine interest in caring for bereaved families. Maybe you have received care from this department and want to help the next person or you are looking for a new career move - either way, you will be a compassionate, empathetic person - who is able to cope well in emotive situations.

Following your induction, as the first point of contact following the death of a patient, you will compile and provide information on the registration of death, funeral arrangements, and bereavement support. This is not a counselling service; we support the family in a compassionate way to navigate next steps following a bereavement.

**Main duties, tasks & skills required**:
Provide high quality administrative and secretarial support to the Bereavement service. Prioritise workload to ensure that the service runs smoothly. Ensure that important, relevant information is given to Bereaved relatives and appropriate members of staff in a timely and compassionate manner. Information is processed in accordance with policies and procedures. Investigate routine enquiries and queries from staff and bereaved families, providing assistance and advice as required.

The post holder will be the point of contact (via telephone) for bereaved relatives. They will gather details and provide information on the registration of death, funeral arrangements and bereavement support. They will be expected to gain a comprehensive understanding of the bereavement service workload, monitoring and responding to incoming mail (including electronic), telephone calls, messages and meetings. This will enable the post-holder to fully support the service in prioritising and managing workload in an informed, timely and effective manner. In addition, the post holder will have/ develop a working knowledge of the processes involved in bereavement services in order to provide support as required.

Please see attached full JD/PS

**About us**:
We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.

Our commitment to our staff is to create the best place for them to work, and we are dedicated to:
Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;
Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.

UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.

University Hospitals Birmingham is a Smoke-Free premises hospital.

**Job description**:
*Please Note : For a detailed job description for this vacancy, please see attached Job Description*

**Person specification**:
**Qualifications**:
**Essential**:

- Good standard of secondary education e.g. English and Maths GCSE 9-4/ A-C
- Good Keyboard Skills
- NVQ 3 or equivalent comparable experience

**Experience**:
**Essential**:

- Experience of dealing with the Public/Customer service experience
- Experience of working with a range of Microsoft Office packages e.g. Word, Excel and Outlook)
- Experience of using IT systems
- Experience of working in a busy environment
- Clerical/administrative experience
- Demonstrate understanding of patient confidentiality

**Desirable**:

- Experience of working in Healthcare
- Knowledge of acute hospital bereavement services
- Knowledge of processes and procedures following a death

**Additional Criteria**:
**Essential**:

- Excellent communication skills
- Sensitive and professional telephone manner to support bereaved families.
- Excellent customer service.
- Ability to deal with distressing situations.
- Able to respond to complex and sensitive issues.
- Good personal time management.
- Experience in Microsoft Office (Word and Excel)
- Good database and computer skills.
- Prioritisation/Organisational skills.
- Ability to

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