About this role
Job summary
To provide efficient, accurate and courteous administrative support to the Clinical Administration Team, working under the day-to-day supervision and direction of the Clinical Administration and Data Lead, in order to support the delivery of high-quality, patient-centred administrative services across Hospice of the Valleys.
The post holder will
Provide front-line administrative and reception support to patients, families, visitors, and staff.
Accurately input, update and maintain clinical and administrative records on established systems.
Support the Clinical Administration Team with routine correspondence, diary management, and meeting administration.
Assist with the day-to-day administration of rotas, filing, audits and stock/supplies.
Follow established policies, procedures and SOPs, escalating any complex, sensitive or non-routine matters to the Team Leader.
The role works within clearly defined procedures and established systems, under regular supervision, with a defined route for escalating anything outside the scope of the role to the Clinical Administration and Data Lead.
The Clinical Administration Team provides specialist administrative, data, and information management support to multidisciplinary clinical services, ensuring safe, efficient and compliant patient care processes, high-quality clinical information systems, and robust governance, audit and reporting frameworks.
Main duties of the job
Patient Administration & 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, 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
Hospice of the Valleys provides specialist palliative care across Blaenau Gwent for people living with life-limiting conditions, supporting patients and families through illness, end-of-life care and bereavement. We also provide our specialist dementia service, CARIAD (Care and Respect in Advanced Dementia).
Job description Job responsibilities
JOB PURPOSE
To provide efficient, accurate and courteous administrative support to the Clinical Administration Team, working under the day-to-day supervision and direction of the Clinical Administration and Data Lead, in order to support the delivery of high-quality, patient-centred administrative services across Hospice of the Valleys.
The post holder will
Provide front-line administrative and reception support to patients, families, visitors, and staff.
Accurately input, update and maintain clinical and administrative records on established systems.
Support the Clinical Administration Team with routine correspondence, diary management, and meeting administration.
Assist with the day-to-day administration of rotas, filing, audits and stock/supplies.
Follow established policies, procedures and SOPs, escalating any complex, sensitive or non-routine matters to the Team Leader.
The role works within clearly defined procedures and established systems, under regular supervision, with a defined route for escalating anything outside the scope of the role to the Clinical Administration and Data Lead.
ROLE OF DEPARTMENT
The Clinical Administration Team provides specialist administrative, data, and information management support to multidisciplinary clinical services, ensuring safe, efficient and compliant patient care processes, high-quality clinical information systems, and robust governance, audit and reporting frameworks. The Clinical Administration Assistant contributes to this by delivering accurate, timely administrative support at the point of patient and staff contact.
KEY DUTIES AND RESPONSIBILITIES
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, 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.
2. Data and 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.
3. Systems and Digital Support
Support the roll-out of new or updated digital systems by assisting with routine data entry or migration tasks, as directed.
Carry out basic system tasks (e.g. testing standard functions, updating templates) under supervision.
Signpost colleagues to existing guidance materials and user instructions for clinical/administrative systems.
4. Diary, Meetings and Correspondence Support
Assist with scheduling meetings, booking rooms and equipment, and maintaining diaries for the Clinical Administration Team.
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.
5. Office and Resource Support
Undertake general office duties including photocopying, scanning, filing and arranging post.
Monitor and report stock levels of stationery and office supplies, and assist with ordering as directed.
Support the maintenance of a safe, tidy and organised office environment.
6. Governance and Compliance Support
Follow current organisational policies and Standard Operating Procedures (SOPs) accurately in day-to-day work.
Assist with routine audits by collating documentation and records as directed by the Team Leader.
Raise suggestions for process improvement with the Clinical Administration Team Leader.
Support compliance with clinical governance, GDPR and regulatory requirements within the scope of the role.
COMMUNICATION
Communicate clearly, accurately and courteously with patients, families, visitors, colleagues and external contacts, in person, by telephone, and in writing.
Use tact, diplomacy and sensitivity when communicating with patients and families who may be distressed, anxious or bereaved.
Exchange straightforward and, at times, sensitive information accurately, escalating complex or emotionally difficult conversations to the Clinical Administration Team Leader or relevant Clinical Lead.
Work collaboratively as part of the Clinical Administration Team and wider multidisciplinary team.
PLANNING AND ORGANISATION
Plan, prioritise and organise own day-to-day workload within established deadlines and procedures.
Assist in coordinating routine administrative processes (e.g. appointment scheduling, meeting arrangements) under the direction of the Team Leader.
Respond flexibly to changing priorities within the working day, referring any conflicting demands to the Team Leader.
CLINICAL/PATIENT RESPONSIBILITIES
This is an administrative support role with no direct clinical or hands-on care responsibilities.
The post holder will have regular, though incidental, contact with patients and families (e.g. at reception, on the telephone) and should always communicate with warmth, empathy and respect for the palliative and end-of-life care context.
The post holder contributes to the quality of patient experience through efficient, accurate and timely administrative support, but does not make clinical judgements or decisions.
INFORMATION GOVERNANCE
Handle personal and sensitive patient and staff information in accordance with the Data Protection Act, UK GDPR, and organisational confidentiality policies.
Complete mandatory Information Governance training and keep this up to date.
Report any actual or suspected data breach immediately to the Clinical Administration Team Leader.
Access only the information required to carry out the role, in line with the principle of least privilege.
HEALTH AND SAFETY
Adhere to all organisational Health and Safety policies and procedures.
Use equipment (e.g. computer workstation, telephone systems) safely and in line with training provided.
Report any hazards, accidents or incidents promptly to the Clinical Administration Team Leader.
Take reasonable care of your own health and safety and that of others affected by your work.
SAFEGUARDING
Complete mandatory safeguarding training (adults and children) appropriate to the role.
Report any safeguarding concerns immediately to the Clinical Administration Team Leader or the organisation's designated safeguarding lead, in line with policy.
This post does not carry responsibility for assessing, investigating, or managing safeguarding concerns.
EQUALITY AND DIVERSITY
Treat all patients, families, visitors, volunteers and colleagues with dignity and respect, without discrimination.
Comply with the organisation's Equality, Diversity and Inclusion policy at all times.
Contribute to a welcoming and inclusive environment for people from all backgrounds.
CONFIDENTIALITY
Maintain strict confidentiality in relation to patient, family, staff and organisational information at all times, both during and after employment.
Only discuss confidential information with those who have a legitimate need to know, in line with the Caldicott principles.
Report any breach or suspected breach of confidentiality to the Clinical Administration Team Leader.
OTHER DUTIES
Undertake any other duties commensurate with the grade and nature of the post, as reasonably directed by the Clinical Administration Team Leader or Head of Clinical Services.
This job description is not exhaustive and may be reviewed periodically in consultation with the post holder to reflect changes in service needs.
Person Specification
Personal Attributes Essential
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
Desirable
Interest in developing an administrative career within healthcare
Knowledge Essential
Basic understanding of confidentiality and data protection principles Awareness of general office administrative procedures
Desirable
Awareness of safeguarding principles General awareness of hospice or palliative care services
Experience Essential
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
Desirable
Experience working in a healthcare, hospice, or charitable setting Experience using clinical or patient record systems
Qualifications Essential
GCSE (or equivalent) in English and Maths, Grade C-4 or above NVQ Level 2/3 in Business Administration, or equivalent experience
Desirable
NVQ Level 3 in Business Administration ECDL or equivalent IT qualification
Skills Essential
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
Desirable
Minute taking experience Experience of diary/room booking management
Special Conditions and Professional Requirements Desirable
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.
Employer details Employer name Hospice of the Valleys
Address Festival Drive
Ebbw Vale
Gwent
NP23 8XF
United Kingdom
Employer's website https://www.hospiceofthevalleys.org.uk/ (Opens in a new tab)