ST JOSEPH S HOSPICE JOB DESCRIPTION RECEPTIONIST/ADMINISTRATIVE ASSISTANT - INPATIENT AND COMMUNITY SERVICES BAND: Band 3 REPORTS TO: ACCOUNTABLE TO: Team Leader Head of Administration BACKGROUND STATEMENT St. Joseph s Hospice provides high quality palliative and end of life care to a significant and growing number of people living in East London and beyond. It employs a large team of clinical staff, including medical practitioners who work across community, inpatient and outpatient services, delivering individualised, responsive and holistic support to patients and their families/carers. The Community Team receives many enquiries on a daily basis from patients, families, health professionals and others, often in the form of telephone calls. In addition, there are visitors to the Department who use the meeting room. The team is a multi-disciplinary one, looking after over 200 patients in community settings and providing support to professional colleagues Administrative services to the Hospice have been restructured and a new Administrative Department has been created. This new Department is managed by the Head of Administration and is arranged in specialist administrative hubs. The Inpatient and Community Services provides administrative support to the following clinical departments: First Contact and 24/7 Advice and Support Line Community Palliative Care Team (CPCT) Inpatient and Respite Wards Job purpose The role of Receptionist-Administrator will participate in a rota providing an efficient and effective receptionist, and administrative support to CPCT, First Contact and 24/7 Teams. This will include day to day administration, taking telephone calls and referrals from health professionals, patients or carers for hospice services. The role will also provide administrative cover to the inpatients and planned respite wards during staff absences. Main Duties Reception and Patient referral To be responsible for handling enquiries both telephone and face-to-face enquiries in a calm, sensitive and professional manner taking accurate messages as required. Deal appropriately with callers who may be angry, aggressive or abusive and maintain a professional standard of behaviour at all times referring to senior staff where necessary To take referrals using effective communication skills and pass on to an appropriate healthcare professional 1
Liaise with internal departments, hospitals, social services and patients or carers as directed to convey or request information Respond to routine correspondence and emails received internally or externally Administrative Duties Adding data to Virtual Care and interrogating the database as required in response to queries to the team regarding the patients To provide clerical and administrative support to all members including photocopying, sending and collecting faxes, filing typing, including audio typing, and making up new files. Maintain an adequate level of stationary and supplies and produce and/or replenish master copies of forms and documentation used by the Hub Collect, open and distribute mail to the appropriate team/office, Process outgoing mail in accordance with current procedures and timescales Request maintenance or repair requests and follow up as necessary Assist in the maintenance of IT equipment, reporting faults and replacing printer cartridges etc. Take bookings for the CPCT Board Room and maintaining the record of bookings To maintain and co ordinate the AV equipment bookings Book and set up rooms for teaching/ meeting sessions and ensure it is tidied for and left in order. Update, maintain and produce the inventory of equipment record as requested Update and Distribute extension numbers to appropriate departments Medical Records Be responsible for preparing new patient files for the Hub as necessary Maintain patient files, ensuring documents are filed appropriately and making additional volumes where necessary in conjunction with other administrative staff, participate in maintaining medical records in the Hospice; including extraction and retrieval of files whilst strictly observing tracking procedures Ensure computerised and manual records and files are kept in strict accordance with the Hospice s Confidentiality Policy and Data Protection regulations. Archive files in accordance with Hospice policies and procedures Participate in dealing with queries regarding former patient records from relatives in accordance with the Data Protection Act SECRETARIAL DUTIES Providing secretarial support to health professionals in Hub 2 as directed including Typing letters re: patients sending to the hospitals and internal and external health professionals Preparing an update on spreadsheets of patients on caseload for weekly MDT and other meetings as and when required Servicing Meetings including preparation of agendas, taking and distributing minutes Ensuring all donations received by CPCT staff are acknowledged and actioned by the Finance Department PRIORITY DUTIES These duties must be covered at all times and override other tasks. All staff in Inpatient and Community Services will participate in these duties during planned and unplanned absences 2
Administration around admissions, discharges and deaths Virtual Care Tracking files on Virtual Care Preparing paperwork for death certificates Taking referrals including virtual care administration Organising transport for admission to inpatient wards Covering CPCT, inpatient and Respite reception including Other Duties Ensuring that CPCT office windows are closed / doors locked, and the keys returned to the safe and locked at the end of the day Managing and monitoring the inventory of clinical equipment and maintenance of the same PERSONAL DEVELOPMENT Discuss own performances with the Clinical Administration Team Lead and CPCT Manager, setting, agreeing and evaluating key objectives on an annual basis. Undertake relevant courses following discussion and agreement with CPCT Manager. Attend mandatory training sessions as per hospice policy. MISSION AND CORE VALUES All Hospice staff are expected to work in line with St Joseph s Mission & Core Values as these precepts act as a value base which directly influences how all work activities are undertaken. The ethos of the Hospice should be apparent in the behaviours and attitudes of all employees as the work they undertake, whether it is direct or indirect care is ultimately for the benefit of patients. The Mission and Core Values are an integral part of all job descriptions, the probationary period and performance and development reviews. (full details are attached) EQUAL OPPORTUNITIES Comply with and promote St Joseph s Hospice Equal Opportunity Policy and avoid any behaviour which discriminates against colleagues, potential employees, patients/clients or their families on the grounds of sex, marital status, race, age, belief, colour, nationality, ethnic or national origins, religion, disability, creed, class, gender or sexual orientation. HEALTH AND SAFETY Ensure a safe work environment and be aware of responsibilities under the Health and Safety at Work Act, taking appropriate action in the event of an accident to clients, staff, self or any other person in the work place. THIS JOB DESCRIPTION WILL BE REVIEWED IN THE LIGHT OF CHANGING CIRCUMSTANCES AND MAY INCLUDE OTHER DUTIES AND RESPONSIBILITIES, FOLLOWING DISCUSSION WITH JOB HOLDER AND THEIR MANAGER Our Mission is: MISSION STATEMENT OF ST. JOSEPH S HOSPICE 1) To treat each individual as unique 3
Valuing them without distinction or judgement Respecting their culture Respecting their beliefs be they religious or otherwise 2) To enable all to reach their full potential until death Valuing what they have to offer Respecting the autonomy of the individual Encouraging them to participate in their own care, together with their family and friends 3) To confront the patient s pain and distress whether physical, mental, social or spiritual Through close co-operation between all of the disciplines involved in the care of the patient and family members 4) To encourage openness and honesty when communicating with the patient and family members By respecting the patient s wish to question or remain silent By respecting the patient s confidentiality at all times 5) To create an atmosphere where healing can occur Through meeting the patient s needs as a person Through accepting the terminal dimensions of the illness Through a holistic approach of care 6) To show particular concern for staff at all levels Through consultation and participation in decision making Through staff support 7) To be committed to education, research and an ethical approach to care Through the work of the Study Centre and Ethics Committee Ensuring that research projects are carried out when deemed appropriate 8) To be committed to the development of palliative care Throughout the United Kingdom And further afield 9) To participate actively in National Associations Of the various palliative care disciplines medical, nursing, social work and chaplaincy 4
CORE VALUES OF THE RELIGIOUS SISTERS OF CHARITY RESPECT FOR HUMAN DIGNITY We respect human dignity when we: Respect the sacredness of life Care for the whole person Demonstrate unity of purpose, while recognising individual differences Value each person s contribution Act in a culturally appropriate manner SERVICE / QUALITY We provide service when we: Create an environment of welcome and hospitality Promote quality care and excellence Encourage and demonstrate team spirit Recognise the value of individual initiatives and ideas Show an openness to constructive criticism and feedback CARE OF THE POOR AND VULNERABLE / ADVOCACY We care for the poor and vulnerable when we: Listen attentively to identify unmet needs Respond in a practical way to those in need Collaborate with others to share resources Create access to needed services Provide basic resources for daily living to those in need COMPASSION We show compassion when we: Act with understanding and sensitivity Work cooperatively with others Are available to those we serve and to each other Respect and nurture the environment JUSTICE We promote justice when we: Act with integrity Respect the rights of others Take responsibility for our actions Preserve resources Provide quality without extravagance Demonstrate fairness in decision making Affirm, celebrate and develop the gifts and talents of each person Model justice in all aspects of business practice 5