About this role
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.
Role Details
Location: Taunton, office basedContract Type: Bank/CasualHourly Rate: £13.55
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.
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, liaising with a variety of services within the hospice to pass on this information so that the right service team can follow up.
About us
Our Values
At St Margaret's Hospice, our values guide everything we do. We are:
Compassionate: Kindness and care for everyone, every day Collaborative: One team, working together for one goal Ambitious: Striving for better, now and into the future.If these values resonate with you, we'd love to hear from you.
Why join St Margaret's Hospice?
You won't just be joining a fantastic team you'll become part of a welcoming, community-minded charity making a real difference every day.
We offer a supportive and inclusive working environment alongside a range of benefits including:
Pension scheme
NHS employees eligible to continue with their NHS pension scheme* Non-NHS employees will receive 5.5% employer and 5% employee contribution.Employee Assistance Programme
Including:
24/7 GP consultations Wellbeing and health support Confidential counselling Legal, financial and medical advice Expert case management support for employees and familiesAnd more
Blue Light Discount Card Excellent learning and development opportunities Free on-site parking in Yeovil and Taunton Volunteering and fundraising opportunities*Eligibility criteria applies
Job description Job responsibilities
Job Purpose
This role involves liaising with healthcare professionals, patients, families and carers as a first point of contact in often distressing circumstances and coordinating referrals to hospice services using a telephone network supported by the System One computerized system.
This includes handling sensitive and confidential information to direct the call to the relevant team. Information taken is accurately recorded and relayed to the relevant Health Care Professionals.
Responsibilities
Act as first line contact for patients/carers. 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 Sider 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. Escalation to on call manager or line manager in emergent circumstances Follow all policy and procedures set by St Margarets hospice care governance.
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 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 databases as requested 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 and Qualifications 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 and 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.
Employer details Employer name St Margaret's Somerset Hospice
Address Heron Drive
Bishops Hull
Taunton
Somerset
TA1 5HA
United Kingdom
Employer's website https://www.st-margarets-hospice.org.uk/home-page (Opens in a new tab)