About this role
Job summary St Lukes 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.
Main duties of the job 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 us St Lukes 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 Lukes plays a key role in helping terminally ill people in Sheffield and you could join the team that makes St Lukes so special.
Job description Job responsibilities 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.
Person Specification
Additional Criteria Essential
Please refer to employee specification
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 St Luke’s Hospice
Address Little Common Lane
Sheffield
South Yorkshire
S11 9NE
United Kingdom
Employer's website https://www.stlukeshospice.org.uk/ (Opens in a new tab)