Lead Administrative Officer

4 weeks ago

York, York City, United Kingdom St Leonard's Hospice Full time

Position Overview

We are seeking a skilled part-time Lead Administrative Officer to become a vital member of the St Leonard's Hospice Administration Team, contributing 20 hours per week across 5 days.

Key Responsibilities

In the capacity of Lead Administrative Officer, you will assist the Administration Team Leader in facilitating the seamless operation of administrative functions. Your responsibilities will encompass the management of patient documentation, processing daily incoming communications, and organizing meetings efficiently.

Given the sensitive nature of this role, the successful candidate will embody the principles of empathy and compassion in all interactions, whether with patients, families, supporters, partner organizations, or internal staff. The position requires active listening to understand needs and concerns, responding in a collaborative and supportive manner.

The ideal applicant will possess prior experience in a dynamic office setting and familiarity with medical documentation. You should be exceptionally organized, adept at prioritizing tasks, an effective communicator, and capable of functioning within a multidisciplinary team.

About St Leonard's Hospice

Our mission is to deliver outstanding care and support to individuals facing life-limiting illnesses and their loved ones, enhancing their quality of life and contributing to the advancement of end-of-life care. We achieve this by centering our patients in all we do and involving them and their families in every decision regarding their care.

This mission is made possible through the dedication of our exceptional team members, whose contributions we recognize and develop, sharing knowledge and skills through education, audits, and research.

Job Duties

Administrative Functions

  • Maintain organized filing and archiving systems, ensuring the secure disposal of records in line with Hospice policies while safeguarding confidentiality.
  • Oversee patient records, ensuring databases are updated for effective communication within the team.
  • Coordinate hospital transport and interpreter services for patients as necessary.
  • Manage daily incoming correspondence, ensuring timely distribution and appropriate action, with urgent matters escalated as needed.
  • Handle outgoing mail, including preparation and franking, while overseeing franking machine operations.
  • Organize and facilitate meetings, including room bookings, refreshments, and necessary equipment arrangements.
  • Manage electronic calendars and assist in the preparation and distribution of meeting agendas and materials.
  • Record and disseminate meeting minutes, ensuring follow-up on administrative tasks as required.
  • Collaborate with the ICT team to manage photocopier supplies and coordinate repairs as necessary.
  • Order office supplies and equipment, maintaining stock levels in accordance with established guidelines.
  • Assist in the coordination of staff rotas as needed.
  • Provide coverage for absent team members as directed and assist with workload management as necessary.
  • Ensure compliance with governance standards by maintaining accurate records and adhering to organizational policies.

Customer Engagement

  • Serve as the primary contact for patients, caregivers, and healthcare teams, providing appropriate responses and directing inquiries as necessary.
  • Handle complex and sensitive information with empathy and professionalism, escalating issues to relevant services when appropriate.
  • Deliver exceptional customer service through professional telephone and email communication, ensuring accurate message-taking and information dissemination.
  • Provide front-line reception duties as required, maintaining high standards of customer care.

Team Support

  • Offer operational support to colleagues and supervise junior staff and volunteers as directed.
  • Facilitate training and development for junior staff and volunteers, providing guidance to new or less experienced team members.
  • Participate in the recruitment and onboarding of administrative staff in collaboration with the relevant teams.

Data Management

  • Support the monitoring and validation of data related to key performance indicators, ensuring quality checks meet operational standards.
  • Maintain high-quality data management by updating patient information systems, accurately recording patient transactions and demographic details.

Candidate Profile

Communication Skills

  • Proven ability to communicate effectively at all levels, both verbally and in writing.
  • Sensitivity in communicating with patients, caregivers, and staff regarding health-related matters.
  • Ability to work collaboratively within a multidisciplinary team.

IT Proficiency

  • Competence in digital tools and Microsoft applications (Word, Excel, PowerPoint, Outlook).
  • Experience in accurately inputting and retrieving data.

Experience Requirements

  • Previous experience in a busy administrative role within an office environment.
  • Strong note-taking and organizational skills.
  • Familiarity with medical records management.
  • Excellent planning and problem-solving abilities.

Personal Attributes

  • Ability to work under pressure and manage conflicting demands professionally.
  • Self-motivated with the capacity to inspire others.
  • Flexibility and adaptability to meet the evolving needs of the service.
  • Commitment to continuous improvement and personal development.

Qualifications

  • Functional Skills Level 2 in Maths and English or equivalent qualifications.

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