Clinical Administrator/Patient & Family Helpline Facilitator in Sheffield

St Luke’s is looking for a compassionate, organised and professional Clinical Administrator / Patient and Family Helpline Facilitator to join our Clinical Administration Team. This important role supports the smooth delivery of patient care by providing high-quality administrative support and acting as a first point of contact for patients, families and carers using our Patient and Family Telephone Helpline.

You will play a key part in ensuring enquiries are handled sensitively and efficiently, information is recorded accurately, and patients and families are signposted to the most appropriate clinical team or service. This is a rewarding opportunity for someone who takes pride in delivering excellent customer service within a caring clinical environment.

Key Responsibilities

• Act as a first point of contact for the Patient and Family Telephone Helpline, providing a compassionate, responsive and professional service.
• Provide non-clinical information where appropriate, accurately document enquiries and escalate urgent concerns to clinical colleagues.
• Process and manage referrals from external organisations and internal services in a timely and accurate manner.
• Maintain accurate patient records and support the secure handling, storage and archiving of clinical information.
• Manage shared inboxes, correspondence, filing, scanning, documentation and other administrative tasks to support service delivery.
• Work collaboratively with colleagues across Clinical Administration, Community Nursing, Patient and Family Support Services, Reception and clinic teams.
• Maintain confidentiality and comply with information governance, GDPR, safeguarding and organisational policies at all times.

About You

We are looking for someone who is calm under pressure, highly organised and able to communicate with warmth, sensitivity and professionalism. You will be confident handling telephone enquiries, managing administrative processes and working with confidential information in a busy clinical setting.

• Experience of providing telephone and administrative support in a healthcare setting.
• Excellent communication and interpersonal skills, with the ability to respond empathetically to patients, families and carers.
• Strong organisational skills and the ability to prioritise work effectively to meet deadlines.
• Good attention to detail and confidence using electronic systems, databases and Microsoft Office applications.
• Understanding of confidentiality, data protection and information governance requirements.
• A flexible and collaborative approach, with a commitment to delivering high-quality, patient-centred support.

You’ll be part of a friendly team where your work has real impact. Our shops play a key role in supporting our services and connecting with the local community. In return, you’ll gain valuable retail and leadership experience, develop your skills and be part of something meaningful.

In addition to a supportive work environment, we provide opportunities for ongoing training and development, a competitive benefit package, and a chance to be part of a compassionate and dedicated team.

Our Commitment to Equity, Diversity & Inclusion (EDI):

The job-holder can expect to work in a space that is free from barriers and attitudes that are free from prejudice: We seek to employ, engage with, and care equally for all we encounter; striving to make our employment, volunteering, events and services free from barriers, and our attitudes free from prejudice, and treating everyone as a unique individual, providing the best experience that we can for each person.

Our values embody our way of working, they are Caring, Respectful, and Pioneering. Working for St Luke’s offers a real opportunity to make a difference to local people.

The Organisation

St Luke’s is an organisation that is dedicated to enhancing the wellbeing and quality of life of all those affected by a terminal illness in Sheffield. Our purpose is to give patients and their families the high-quality care they need, treating each person as a unique individual. We promise to listen to their wishes and choices, tailoring our care and support so they can make the most of every day. We work with others to champion improvements in end-of-life care, in Sheffield and beyond.

Everyone who works at St Luke's makes a difference. St Luke’s plays a key role in helping terminally ill people in Sheffield and you could join the team that makes St Luke’s so special.

The Benefits

• Advantageous terms and conditions of employment.
• Family friendly: we work with you to make your role fit your personal circumstances.
• Working here means you are very important to us and your health and wellbeing matters.
• Generous learning and development opportunities.
• We are proud to offer a range of other miscellaneous benefits to our employees.

About St Luke's

Our values: We are caring, pioneering and respectful. We are St Luke's.

Working at St Luke's means you are very important to us and our purpose of giving patients and their families the high-quality care they need.

Why work for us? "I love working at St Luke's. The work is really varied and I go home every day knowing I've made a difference to people at a really important part of their and their family's lives."