Toprovide efficient, accurate and courteous administrative support to theClinical Administration Team, working under the day-to-day supervision anddirection of the Clinical Administration and Data Lead, in order to support thedelivery of high-quality, patient-centred administrative services acrossHospice of the Valleys.
Thepost holder will
Provide front-lineadministrative and reception support to patients, families, visitors, andstaff.
Accurately input,update and maintain clinical and administrative records on established systems.
Support the ClinicalAdministration Team with routine correspondence, diary management, and meetingadministration.
Assist with theday-to-day administration of rotas, filing, audits and stock/supplies.
Follow establishedpolicies, procedures and SOPs, escalating any complex, sensitive or non-routinematters to the Team Leader.
Therole works within clearly defined procedures and established systems, underregular supervision, with a defined route for escalating anything outside thescope of the role to the Clinical Administration and Data Lead.
TheClinical Administration Team provides specialist administrative, data, andinformation management support to multidisciplinary clinical services, ensuringsafe, efficient and compliant patient care processes, high-quality clinicalinformation systems, and robust governance, audit and reporting frameworks.
Main duties of the job
Provide a welcoming,professional and courteous first point of contact for patients, families,visitors and staff, in person and by telephone.
Process referrals, appointments and routine patient documentation accurately, following established procedures.
Support the preparation and maintenance of patient records, including admission, discharge and post-death administrative processes, under the guidance of the Team Leader.
Direct routine enquiries appropriately and escalate complex, sensitive or urgent enquiries to the Clinical Administration Team Leader or relevant Clinical Lead.
Data & Information Support
Accurately input, update and maintain clinical and administrative data on established systems in line with agreed procedures and timescales.
Run standard, pre-formatted reports as instructed by the Clinical Administration Team Leader.
Check data for obvious errors or omissions as part of routine tasks and report any data quality concerns to the Team Leader.
Maintain accurate, secure and confidential filing systems (electronic and paper) in line with records retention policy.
Diary, Meetings & Correspondence Support
Assist with scheduling meetings, booking rooms and equipment, and maintaining diaries.
Prepare routine correspondence, letters and documents as directed.
Take and distribute minutes and actions for internal team meetings, as required.
Support the administration of rotas and annual leave records, under the direction of the Team Leader.
About us
Hospiceof the Valleys provides specialist palliative care across Blaenau Gwent forpeople living with life-limiting conditions, supporting patients and familiesthrough illness, end-of-life care and bereavement. We also provide ourspecialist dementia service, CARIAD (Care and Respect in Advanced Dementia).
Job responsibilities
JOB PURPOSE
Toprovide efficient, accurate and courteous administrative support to theClinical Administration Team, working under the day-to-day supervision anddirection of the Clinical Administration and Data Lead, in order to support thedelivery of high-quality, patient-centred administrative services acrossHospice of the Valleys.
Thepost holder will
Provide front-lineadministrative and reception support to patients, families, visitors, andstaff.
Accurately input,update and maintain clinical and administrative records on established systems.
Support the ClinicalAdministration Team with routine correspondence, diary management, and meetingadministration.
Assist with theday-to-day administration of rotas, filing, audits and stock/supplies.
Follow establishedpolicies, procedures and SOPs, escalating any complex, sensitive or non-routinematters to the Team Leader.
Therole works within clearly defined procedures and established systems, underregular supervision, with a defined route for escalating anything outside thescope of the role to the Clinical Administration and Data Lead.
ROLE OF DEPARTMENT
TheClinical Administration Team provides specialist administrative, data, andinformation management support to multidisciplinary clinical services, ensuringsafe, efficient and compliant patient care processes, high-quality clinicalinformation systems, and robust governance, audit and reporting frameworks. TheClinical Administration Assistant contributes to this by delivering accurate,timely administrative support at the point of patient and staff contact.
KEY DUTIES ANDRESPONSIBILITIES
1. Patient Administration and Reception
Provide a welcoming,professional and courteous first point of contact for patients, families,visitors and staff, in person and by telephone.
Process referrals,appointments and routine patient documentation accurately, followingestablished procedures.
Support thepreparation and maintenance of patient records, including admission, dischargeand post-death administrative processes, under the guidance of the Team Leader.
Direct routineenquiries appropriately and escalate complex, sensitive or urgent enquiries tothe Clinical Administration Team Leader or relevant Clinical Lead.
2. Data and Information Support
Accurately input,update and maintain clinical and administrative data on established systems inline with agreed procedures and timescales.
Run standard,pre-formatted reports as instructed by the Clinical Administration Team Leader.
Check data forobvious errors or omissions as part of routine tasks, and report any dataquality concerns to the Team Leader.
Maintain accurate,secure and confidential filing systems (electronic and paper) in line withrecords retention policy.
3. Systems and Digital Support
Support the roll-outof new or updated digital systems by assisting with routine data entry ormigration tasks, as directed.
Carry out basicsystem tasks (e.g. testing standard functions, updating templates) undersupervision.
Signpost colleaguesto existing guidance materials and user instructions forclinical/administrative systems.
4. Diary, Meetings and Correspondence Support
Assist withscheduling meetings, booking rooms and equipment, and maintaining diaries forthe Clinical Administration Team.
Prepare routinecorrespondence, letters and documents as directed.
Take and distributeminutes and actions for internal team meetings, as required.
Support theadministration of rotas and annual leave records, under the direction of theTeam Leader.
5. Office and Resource Support
Undertake generaloffice duties including photocopying, scanning, filing and arranging post.
Monitor and reportstock levels of stationery and office supplies, and assist with ordering asdirected.
Support themaintenance of a safe, tidy and organised office environment.
6. Governance and Compliance Support
Follow currentorganisational policies and Standard Operating Procedures (SOPs) accurately inday-to-day work.
Assist with routineaudits by collating documentation and records as directed by the Team Leader.
Raise suggestions forprocess improvement with the Clinical Administration Team Leader.
Support compliancewith clinical governance, GDPR and regulatory requirements within the scope ofthe role.
COMMUNICATION
Communicate clearly,accurately and courteously with patients, families, visitors, colleagues andexternal contacts, in person, by telephone, and in writing.
Use tact, diplomacyand sensitivity when communicating with patients and families who may bedistressed, anxious or bereaved.
Exchangestraightforward and, at times, sensitive information accurately, escalatingcomplex or emotionally difficult conversations to the Clinical AdministrationTeam Leader or relevant Clinical Lead.
Work collaborativelyas part of the Clinical Administration Team and wider multidisciplinary team.
PLANNING ANDORGANISATION
Plan, prioritise andorganise own day-to-day workload within established deadlines and procedures.
Assist incoordinating routine administrative processes (e.g. appointment scheduling,meeting arrangements) under the direction of the Team Leader.
Respond flexibly tochanging priorities within the working day, referring any conflicting demandsto the Team Leader.
CLINICAL/PATIENTRESPONSIBILITIES
This is anadministrative support role with no direct clinical or hands-on careresponsibilities.
The post holder willhave regular, though incidental, contact with patients and families (e.g. atreception, on the telephone) and should always communicate with warmth, empathyand respect for the palliative and end-of-life care context.
The post holdercontributes to the quality of patient experience through efficient, accurateand timely administrative support, but does not make clinical judgements ordecisions.
INFORMATIONGOVERNANCE
Handle personal andsensitive patient and staff information in accordance with the Data ProtectionAct, UK GDPR, and organisational confidentiality policies.
Complete mandatoryInformation Governance training and keep this up to date.
Report any actual orsuspected data breach immediately to the Clinical Administration Team Leader.
Access only theinformation required to carry out the role, in line with the principle of leastprivilege.
HEALTH AND SAFETY
Adhere to allorganisational Health and Safety policies and procedures.
Use equipment (e.g.computer workstation, telephone systems) safely and in line with trainingprovided.
Report any hazards,accidents or incidents promptly to the Clinical Administration Team Leader.
Take reasonable careof your own health and safety and that of others affected by your work.
SAFEGUARDING
Complete mandatorysafeguarding training (adults and children) appropriate to the role.
Report anysafeguarding concerns immediately to the Clinical Administration Team Leader orthe organisation's designated safeguarding lead, in line with policy.
This post does notcarry responsibility for assessing, investigating, or managing safeguardingconcerns.
EQUALITY ANDDIVERSITY
Treat all patients,families, visitors, volunteers and colleagues with dignity and respect, withoutdiscrimination.
Comply with theorganisation's Equality, Diversity and Inclusion policy at all times.
Contribute to awelcoming and inclusive environment for people from all backgrounds.
CONFIDENTIALITY
Maintain strictconfidentiality in relation to patient, family, staff and organisationalinformation at all times, both during and after employment.
Only discussconfidential information with those who have a legitimate need to know, in linewith the Caldicott principles.
Report any breach orsuspected breach of confidentiality to the Clinical Administration Team Leader.
OTHERDUTIES
Undertake any other duties commensurate with thegrade and nature of the post, as reasonably directed by the ClinicalAdministration Team Leader or Head of Clinical Services.
This job descriptionis not exhaustive and may be reviewed periodically in consultation with thepost holder to reflect changes in service needs.
Person Specification
Personal Attributes
- Compassionate and calm manner
- Ability to remain professional and composed in a sensitive environment
- Reliable, punctual, and flexible approach to work
- Commitment to person-centred care and organisational values
- Ability to maintain confidentiality at all times
- Interest in developing an administrative career within healthcare
Knowledge
- Basic understanding of confidentiality and data protection principles
- Awareness of general office administrative procedures
- Awareness of safeguarding principles
- General awareness of hospice or palliative care services
Experience
- Experience of working in an administrative or office environment
- Experience using Microsoft Office - Word, Excel, Outlook
- Experience dealing with members of the public/customers face-to-face and by telephone
- Experience working in a healthcare, hospice, or charitable setting
- Experience using clinical or patient record systems
Qualifications
- GCSE (or equivalent) in English and Maths, Grade C-4 or above
- NVQ Level 2/3 in Business Administration, or equivalent experience
- NVQ Level 3 in Business Administration
- ECDL or equivalent IT qualification
Skills
- Accurate keyboard and data entry skills
- Good written and verbal communication skills
- Good organisational skills with the ability to prioritise routine tasks
- Ability to work effectively as part of a team
- Ability to follow established procedures accurately
- Minute taking experience
- Experience of diary/room booking management
Special Conditions and Professional Requirements
- Based primarily at the Hospice of the Valleys Office in Ebbw Vale, within normal office hours.
- Occasional requirement to work flexibly to support team cover e.g. annual leave/sickness, as agreed with the Team Leader.
- Exposure to a palliative and end-of-life care environment, including sensitive family situations, requiring a calm and compassionate manner.
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.
Depending on experienceAgenda For Change - Band 2
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