Clinical Administrator/Call handler

Job description

Job summary

At Hospiscare, every role helps us provide outstanding care and support to people living with a terminal illness and those close to them. We are looking for a compassionate, organised and professional Clinical Administrator / Call Handler to join our Clinical Services team.

Main duties of the job

As the first point of contact for many patients, families and healthcare professionals, you will play a vital role in delivering a welcoming and responsive service. You will handle telephone enquiries with sensitivity and care, support the management of referrals, maintain accurate records and provide administrative support to our clinical teams, helping to ensure our services run smoothly and efficiently.

About us

Hospiscare is an independent charity providing specialist palliative and end-of-life care across Exeter, Mid and East Devon. Our teams work together to help people live well for as long as possible, offering expert care, advice and support both in patients' homes and across our hospice services. Joining Hospiscare means becoming part of a compassionate organisation where every role contributes to making a real difference to local people and their families.

We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds. To support fair and unbiased recruitment, we use a blind shortlisting process for all candidates.

Job description

Job responsibilities

Job Description

1. JOB DETAILS

Job Title: Clinical Administrator / Call Handler

Band: 3

Location: Clinical Coordination Centre/Clinical Administration,Searle House, Exeter EX2 5JJ

Team/Directorate: Clinical Services

Responsible To: Community Cluster Team Leader

Responsible For: N/A

Accountable to: Chief Nurse

2. JOBPURPOSE

To provide efficient and effective administrativeand secretarial support to clinical teams.

To provide telephone care, support andsignposting for patients.

To work within the multi-disciplinaryteam alongside registered nursing staff to

contributeto the delivery of a high standard of evidence-based specialist palliative

care.

3. KEYRESULT AREAS/PRINCIPAL DUTIES AND RESPONSIBILITIES
3.1Main Responsibilities

Clinical Administrator

Provide a welcoming and professional first point ofcontact with Hospiscare services by responding to face to face, telephone andemail enquiries.

Process new referrals anddischarges, liaising with key stakeholders to ensure full relevant records areheld in line with legislation and Hospiscares policies and procedures.

Liaise with clinicalteams, passing on relevant correspondence and information to ensurecommunication takes place in a timely and professional manner.

Assist in compilingreports and statistics from the patient record database and other relevantsources, to enable the review and monitoring of service provision.

Coordinate meetings,including booking rooms, organising catering, preparing materials and producingattendee lists, to ensure they are well organised in advance and runsmoothly.

Act as note-taker formeetings to ensure accurate minutes are produced and actions recorded.

Provide cover for otherteams during periods of absence to ensure there is continuity of clinicaladministration support across all areas of the service.

Call Handler

Providea first point of telephone contact for patients, carers and healthcareprofessionals to ensure a timely response whenever information or support isrequired.

Liaisewith Hospiscares Clinical Nurse Specialist teams to ensure a consistentapproach to the triage process and that patients are prioritised appropriately.

Communicatein a sensitive and professional manner with patients, relatives, colleagues andothers, to promote and maintain Hospiscares values and ensure dignity andrespect are observed.

Adhereto Hospiscares clinical recordkeeping policy when providing and sharingverbal, digital or written information and instructions, to ensure patientconfidentiality is observed at all times.

3.2 Key Contacts

Internal:

Clinical Administration teamcolleagues

ClinicalCoordination Centre team

CommunityCluster Team Leader

CommunityClinical Nurse Specialist teams

Medical team

Inpatient Unit team

Supportive Care team

PA to Chief Nurse

Chief Nurse

External:

Patients and those closeto them

Royal Devon UniversityHealthcare NHS Foundation Trust (RDUH)

General Practitioners

NHS Community Services

Socialand Domiciliary Care Workers

Providersof out-of-hours services

3.3 Health & Safety
Ensure that Health and Safetyguidelines and fire regulations are strictly adhered to

Comply with safe working practices asdefined by Hospiscare

Complete online training as and whenrequired

Take reasonable care for your ownhealth and safety and that of others who may be affected by acts or omissionsat work

Report any accidents, incidents or nearmisses as soon as reasonably practicable

Manage own work life balance andgeneral wellbeing, including any relevant pressures in respect of lone working,travel, difficult environments and challenging situations.

3.4Data Protectionand Confidentiality

Comply with all the requirements of theData Protection Act, other relevant legislation and Caldicott principles whilstcarrying out the duties of your role

Ensure the confidentiality of all informationrelating to patients, staff, volunteers, visitors or contractors, and offinancial and commercial information.
3.5 General
Be aware of and adhere to Hospiscarepolicies and procedures at all times

Take part in progress/performancereviews throughout the year

Cooperate with other Hospiscare departments

Attend training courses and completeonline training modules as required to meet the requirements of the post

Take responsibility for own personaldevelopment, seeking out opportunities to learn new skills

Undertake any other duties as requestedby management which are reasonably deemed to be within the scope of the role.

3.6 Other

Apply the Hospiscare values and behaviours to everyaspect of the role at all times

Promote and maintain the brand standards ofHospiscare.

Job description
Job responsibilities

Job Description

1. JOB DETAILS

Job Title: Clinical Administrator / Call Handler

Band: 3

Location: Clinical Coordination Centre/Clinical Administration,Searle House, Exeter EX2 5JJ

Team/Directorate: Clinical Services

Responsible To: Community Cluster Team Leader

Responsible For: N/A

Accountable to: Chief Nurse

2. JOBPURPOSE

To provide efficient and effective administrativeand secretarial support to clinical teams.

To provide telephone care, support andsignposting for patients.

To work within the multi-disciplinaryteam alongside registered nursing staff to

contributeto the delivery of a high standard of evidence-based specialist palliative

care.

3. KEYRESULT AREAS/PRINCIPAL DUTIES AND RESPONSIBILITIES
3.1Main Responsibilities

Clinical Administrator

Provide a welcoming and professional first point ofcontact with Hospiscare services by responding to face to face, telephone andemail enquiries.

Process new referrals anddischarges, liaising with key stakeholders to ensure full relevant records areheld in line with legislation and Hospiscares policies and procedures.

Liaise with clinicalteams, passing on relevant correspondence and information to ensurecommunication takes place in a timely and professional manner.

Assist in compilingreports and statistics from the patient record database and other relevantsources, to enable the review and monitoring of service provision.

Coordinate meetings,including booking rooms, organising catering, preparing materials and producingattendee lists, to ensure they are well organised in advance and runsmoothly.

Act as note-taker formeetings to ensure accurate minutes are produced and actions recorded.

Provide cover for otherteams during periods of absence to ensure there is continuity of clinicaladministration support across all areas of the service.

Call Handler

Providea first point of telephone contact for patients, carers and healthcareprofessionals to ensure a timely response whenever information or support isrequired.

Liaisewith Hospiscares Clinical Nurse Specialist teams to ensure a consistentapproach to the triage process and that patients are prioritised appropriately.

Communicatein a sensitive and professional manner with patients, relatives, colleagues andothers, to promote and maintain Hospiscares values and ensure dignity andrespect are observed.

Adhereto Hospiscares clinical recordkeeping policy when providing and sharingverbal, digital or written information and instructions, to ensure patientconfidentiality is observed at all times.

3.2 Key Contacts

Internal:

Clinical Administration teamcolleagues

ClinicalCoordination Centre team

CommunityCluster Team Leader

CommunityClinical Nurse Specialist teams

Medical team

Inpatient Unit team

Supportive Care team

PA to Chief Nurse

Chief Nurse

External:

Patients and those closeto them

Royal Devon UniversityHealthcare NHS Foundation Trust (RDUH)

General Practitioners

NHS Community Services

Socialand Domiciliary Care Workers

Providersof out-of-hours services

3.3 Health & Safety
Ensure that Health and Safetyguidelines and fire regulations are strictly adhered to

Comply with safe working practices asdefined by Hospiscare

Complete online training as and whenrequired

Take reasonable care for your ownhealth and safety and that of others who may be affected by acts or omissionsat work

Report any accidents, incidents or nearmisses as soon as reasonably practicable

Manage own work life balance andgeneral wellbeing, including any relevant pressures in respect of lone working,travel, difficult environments and challenging situations.

3.4Data Protectionand Confidentiality

Comply with all the requirements of theData Protection Act, other relevant legislation and Caldicott principles whilstcarrying out the duties of your role

Ensure the confidentiality of all informationrelating to patients, staff, volunteers, visitors or contractors, and offinancial and commercial information.
3.5 General
Be aware of and adhere to Hospiscarepolicies and procedures at all times

Take part in progress/performancereviews throughout the year

Cooperate with other Hospiscare departments

Attend training courses and completeonline training modules as required to meet the requirements of the post

Take responsibility for own personaldevelopment, seeking out opportunities to learn new skills

Undertake any other duties as requestedby management which are reasonably deemed to be within the scope of the role.

3.6 Other

Apply the Hospiscare values and behaviours to everyaspect of the role at all times

Promote and maintain the brand standards ofHospiscare.

Person Specification

Additional requirements

Essential

• Willing to work in different Hospiscare locations occasionally if required

Experience

Essential

• Demonstrable experience in a customer facing service environment
• Demonstrable secretarial/administrative experience
• Demonstrable experience of using databases, including entering data
• Demonstrable experience of taking notes at meetings and producing minutes

Desirable

• Audio typing
• Experience of interrogating data and producing reports
• Experience of setting up systems and processes from scratch
• Experience in a health care setting
• Experience of working under appropriate supervision as part of a multi-disciplinary team and of multi-agency partnership working
• Experience of providing and receiving complex sensitive information

Knowledge

Essential

• Understanding of patient record databases
• Understanding of the General Data Protection Regulation (GDPR)
• Awareness of the work of hospices and of Hospiscare

Desirable

• Understanding of the complexities of working with individuals at times of distress and conflict
• Understanding of the importance of effective team working in a healthcare context

Personal attributes

Essential

• Able to prioritise own workload on a daily basis, using initative to solve problems and improve ways of working
• Able and willing to work flexibly as part of a team, juggling competing priorities in a rapidly changing environment
• Able to remain calm under pressure and to manage stressful situations in a professional manner.
• Commitment to continuing professional development.
• Ability to act as a patient advocate
• Awareness of Equality, Diversity and Inclusion in all aspects of work

Skills

Essential

• Developed communication skills
• Developed organisational skills
• Developed IT skills

Qualifications

Essential

• General education to GCSE level or equivalent, including maths and English at Grade C/4 or above

Desirable

• Communication Skills training

Person Specification
Additional requirements

Essential

• Willing to work in different Hospiscare locations occasionally if required

Experience

Essential

• Demonstrable experience in a customer facing service environment
• Demonstrable secretarial/administrative experience
• Demonstrable experience of using databases, including entering data
• Demonstrable experience of taking notes at meetings and producing minutes

Desirable

• Audio typing
• Experience of interrogating data and producing reports
• Experience of setting up systems and processes from scratch
• Experience in a health care setting
• Experience of working under appropriate supervision as part of a multi-disciplinary team and of multi-agency partnership working
• Experience of providing and receiving complex sensitive information

Knowledge

Essential

• Understanding of patient record databases
• Understanding of the General Data Protection Regulation (GDPR)
• Awareness of the work of hospices and of Hospiscare

Desirable

• Understanding of the complexities of working with individuals at times of distress and conflict
• Understanding of the importance of effective team working in a healthcare context

Personal attributes

Essential

• Able to prioritise own workload on a daily basis, using initative to solve problems and improve ways of working
• Able and willing to work flexibly as part of a team, juggling competing priorities in a rapidly changing environment
• Able to remain calm under pressure and to manage stressful situations in a professional manner.
• Commitment to continuing professional development.
• Ability to act as a patient advocate
• Awareness of Equality, Diversity and Inclusion in all aspects of work

Skills

Essential

• Developed communication skills
• Developed organisational skills
• Developed IT skills

Qualifications

Essential

• General education to GCSE level or equivalent, including maths and English at Grade C/4 or above

Desirable

• Communication Skills training

Disclosure and Barring Service Check

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.

Employer details

Employer name

Hospiscare
Address

Searle House

Dryden Road

Exeter

Devon

EX2 5JJ

United Kingdom

Employer's website