Job summary
Are you an Administrator or Call-Handler looking for your next opportunity?
St Margaret's Hospice Care has a fantastic opportunity for a Clinical Coordinator to join our team.
Based in our Central Referral Centre, you will be the first point of contact for callers to the hospice. Our duty is to speak with the person to understand how best they can be helped and pass them on to the relevant team.
This role can be based in Yeovil or Taunton. You will join us on a part time basis (up to 30 hours per week). In return, you will receive a competitive salary of £19,422.97 per annum (for 30 hours). This is a 12 month fixed term role to cover maternity cover.
Main duties of the job
You will play a critical role in helping to provide the support that patients and families need.
Being a clinical coordinator involves being the primary contact for all callers to our main telephone contact numbers. This can be healthcare professionals making patient referrals which we document and pass onto our duty clinicians, or answering calls from patients, families and carers.
You will liaise with a variety of services within the hospice to pass on details from the call so that the right service team can follow up.
This is a primarily office based role, so ability to get to the Hospice site is essential
We provide a comprehensive training programme and induction to ensure that you have the skills and knowledge required to undertake this challenging but rewarding role. We recognise that much of what we deal with on a day to day basis can be emotional and have a strong programme of support in place.
About us
Be part of a welcoming, community minded charity. Our mission is to provide excellent specialist palliative care for patients and support to their families. Everyone here contributes and has a part to play towards our goal. If you speak to any of our staff or volunteers, they will tell you how the patient is at the heart of everything they do. So, if you're looking for a role where you can really make a difference, we could be a perfect match.
Holiday
- 33 days holiday including bank holidays rising to 35 days after 1 year, and increasing with length of service (pro-rata if part-time)
- Ability to buy and sell annual leave
Pension scheme
- NHS employees eligible to continue with their NHS pension scheme*
- Non-NHS employees will receive 5% employer and 5% employee contribution.
Award-winning Employee Assistance Programme for you and your family offering:
- Vitality & wellbeing health portal for non-emergency care
- Unlimited access to 24/7 online GP Consultations as well as Expert Case Management
- Confidential and free 24-hour Employee Assistance
- Counselling and support
- Legal, financial, and medical information and advice
And more...
- Life assurance cover
- Health Cash Plans
- Blue Light Discount Card
- Enhanced parental leave*
- Excellent learning and development opportunities
- Free on-site parking in Yeovil and Taunton
- Volunteering and fundraising opportunities
*Eligibility criteria applies
Job description
Job responsibilities
- Act as first line contact for patients/carers.
These calls are often from distressed people where empathy is required and
calmness and professionalism is needed at all times.
-
To respond to telephone calls and messages from
patients, carer and relatives in a sensitive, compassionate and courteous
manner, ensuring that messages are promptly relayed to the most appropriate
person or service.
-
Often first point of call following the death of
a patient. Speaking directly with bereaved relatives/friends and arranging
for a GP to verify the death of the patient.
-
To liaise with internal and external Health Care
Professionals in processing referrals and answering general enquiries
regarding access and referrals to the service.
-
To contact GP surgeries and request relevant
information as needed and ensure that this is attached to System One and the
relevant team informed. This includes use of the Musgrove Park Hospital E-Pro
system to chase documents. This can involve contacting the acute hospitals.
Also use of Rio and EMIS systems.
-
Point
of contact for enquiries in Reception. Our duty is to speak with the person
to ascertain how best they can be helped and pass them on to the relevant
team.
-
To develop and maintain effective working relationships
with other team members.
Administration-
To respond promptly, efficiently, and
professionally to all types of referrals to the service, dealing with
interruptions to planned tasks, and re-prioritising own workload at short
notice. This requires excellent organisation and ability to multi-task under
pressure.
-
To co-ordinate and prioritise patient referrals
requiring the use of independent judgement and exercising initiative whilst
operating within procedural guidelines.
-
To record and maintain deaths and discharges on
the System One database system promptly and accurately.
-
Management of in-patient hospice requests to
Taunton Hospice. This involves booking of ambulatory transport (often urgent)
within strict timescales and liaising with doctors/ward
clerks/patients/hospitals.
-
Management of the bed state, whilst liaising with
ward clerks to ensure patients are accurately added to the in-patient waiting
lists.
-
To provide administration support to the wider multi-disciplinary
team for the efficient running of the service, including typing of
correspondence and documents, filing, photocopying and distribution.
-
Send urgent supporting documentation via
encrypted email/ NHS account to outside agencies. This may include District
nursing, financial support, or Continuing Health Care referrals for example.
-
Assisting the community team with the
application of referrals to external agencies in relation to care direct,
fast track CHC , end of life register, attendance allowance and piper line
applications.
-
To scan documents and care plans on to System
One and other data bases as requested by by other clinical staff.
-
To be fully conversant with the System One
record software and where appropriate enter and update information onto the
system, notifying clinical staff as appropriate.
Systems / Programs-
Record all referral data accurately on a
spreadsheet and communicate with Clinician of the Day as to whether the
referral is accepted or not. Ensure follow up action is taken to complete the
referral including contacting the relevant team.
Training / Induction-
Assist with induction of new starters as part of
their training- Communicating with them how the central referral centre works
and what we do as a team.
-
To Meet and Greet visitors as needed.
Job description
Job responsibilities
- Act as first line contact for patients/carers.
These calls are often from distressed people where empathy is required and
calmness and professionalism is needed at all times.
-
To respond to telephone calls and messages from
patients, carer and relatives in a sensitive, compassionate and courteous
manner, ensuring that messages are promptly relayed to the most appropriate
person or service.
-
Often first point of call following the death of
a patient. Speaking directly with bereaved relatives/friends and arranging
for a GP to verify the death of the patient.
-
To liaise with internal and external Health Care
Professionals in processing referrals and answering general enquiries
regarding access and referrals to the service.
-
To contact GP surgeries and request relevant
information as needed and ensure that this is attached to System One and the
relevant team informed. This includes use of the Musgrove Park Hospital E-Pro
system to chase documents. This can involve contacting the acute hospitals.
Also use of Rio and EMIS systems.
-
Point
of contact for enquiries in Reception. Our duty is to speak with the person
to ascertain how best they can be helped and pass them on to the relevant
team.
-
To develop and maintain effective working relationships
with other team members.
Administration-
To respond promptly, efficiently, and
professionally to all types of referrals to the service, dealing with
interruptions to planned tasks, and re-prioritising own workload at short
notice. This requires excellent organisation and ability to multi-task under
pressure.
-
To co-ordinate and prioritise patient referrals
requiring the use of independent judgement and exercising initiative whilst
operating within procedural guidelines.
-
To record and maintain deaths and discharges on
the System One database system promptly and accurately.
-
Management of in-patient hospice requests to
Taunton Hospice. This involves booking of ambulatory transport (often urgent)
within strict timescales and liaising with doctors/ward
clerks/patients/hospitals.
-
Management of the bed state, whilst liaising with
ward clerks to ensure patients are accurately added to the in-patient waiting
lists.
-
To provide administration support to the wider multi-disciplinary
team for the efficient running of the service, including typing of
correspondence and documents, filing, photocopying and distribution.
-
Send urgent supporting documentation via
encrypted email/ NHS account to outside agencies. This may include District
nursing, financial support, or Continuing Health Care referrals for example.
-
Assisting the community team with the
application of referrals to external agencies in relation to care direct,
fast track CHC , end of life register, attendance allowance and piper line
applications.
-
To scan documents and care plans on to System
One and other data bases as requested by by other clinical staff.
-
To be fully conversant with the System One
record software and where appropriate enter and update information onto the
system, notifying clinical staff as appropriate.
Systems / Programs-
Record all referral data accurately on a
spreadsheet and communicate with Clinician of the Day as to whether the
referral is accepted or not. Ensure follow up action is taken to complete the
referral including contacting the relevant team.
Training / Induction-
Assist with induction of new starters as part of
their training- Communicating with them how the central referral centre works
and what we do as a team.
-
To Meet and Greet visitors as needed.
Person Specification
Education
Essential
- Educated to GCSE (grade A-C) or equivalent with a good command of the English language and numeracy skills
Desirable
- Willingness to undertake any courses offered in order to improve knowledge of work of Hospice
Self Awareness
Essential
- Recent office experience in a busy environment
- Excellent computer skills
- Good knowledge of Microsoft office software packages, email and the internet
- Knowledge of simple statistical techniques
Desirable
- Previous experience working in health/social care experience
- Experience of taking minutes at meetings
- Experience of accurate data input
Working with others
Essential
- Excellent communication skills, both verbal and written
- Good interpersonal skills, including negotiation and persuasion
- Shows empathy and presents a calm, caring, courteous and compassionate manner
- Discrete and aware at all times of confidential nature of work
- Deal with routine information requiring tact or persuasive skills
- Able to communicate with a wide range of people including the Multi-Disciplinary Team, District Nurses, CPCNS, patients and distressed relatives
Outcome and Results
Essential
- Ability to prioritise and organise own workload
- Ability to work well under pressure
- Ability to work independently and as part of a team
- Self-aware and committed to self-development.
- Uses initiative and is resourceful.
- Conscientious, reliable and punctual
- Enthusiastic and proactive
Desirable
- Loyal to the team and organisation
Leading in your area
Essential
- Knowledge of a range of secretarial procedures
- Excellent organisational skills with the ability to manage one's own time and successfully deal with conflicting priorities
- Positive attitude towards equal opportunities and towards working in a multicultural environment
Person Specification
Education
Essential
- Educated to GCSE (grade A-C) or equivalent with a good command of the English language and numeracy skills
Desirable
- Willingness to undertake any courses offered in order to improve knowledge of work of Hospice
Self Awareness
Essential
- Recent office experience in a busy environment
- Excellent computer skills
- Good knowledge of Microsoft office software packages, email and the internet
- Knowledge of simple statistical techniques
Desirable
- Previous experience working in health/social care experience
- Experience of taking minutes at meetings
- Experience of accurate data input
Working with others
Essential
- Excellent communication skills, both verbal and written
- Good interpersonal skills, including negotiation and persuasion
- Shows empathy and presents a calm, caring, courteous and compassionate manner
- Discrete and aware at all times of confidential nature of work
- Deal with routine information requiring tact or persuasive skills
- Able to communicate with a wide range of people including the Multi-Disciplinary Team, District Nurses, CPCNS, patients and distressed relatives
Outcome and Results
Essential
- Ability to prioritise and organise own workload
- Ability to work well under pressure
- Ability to work independently and as part of a team
- Self-aware and committed to self-development.
- Uses initiative and is resourceful.
- Conscientious, reliable and punctual
- Enthusiastic and proactive
Desirable
- Loyal to the team and organisation
Leading in your area
Essential
- Knowledge of a range of secretarial procedures
- Excellent organisational skills with the ability to manage one's own time and successfully deal with conflicting priorities
- Positive attitude towards equal opportunities and towards working in a multicultural environment
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.
