Patient and Family Support Service Administrator

Contract: Permanent 37.5 hours (Mon-Fri)

Salary: £23,302

Location: St Luke’s Hospice HA3 0YG

Closing Date: 9th May 2024 (noon)

St Luke’s Hospice – Caring for Harrow and Brent St Luke’s Hospice cares for people approaching the end of their life in Harrow and Brent. We aim to give the people we care for the best possible quality of life, each and every day. Supporting local people and their families is at the heart of what we do – focusing on what matters the most to them is at the centre of our care.

The care we give is free of charge, available to all, and respects the cultures, religions and beliefs in our richly diverse community. Our care is given with compassion and dignity and involves not just looking after the patient, but also includes supporting the people closest to them. 

We receive around some of our funding from the NHS and the rest is raised from the amazing generosity of the organisations and people who make our care possible. Our local community is a vital partner in our care, kindly supporting us through their donations and fundraising alongside the dedication of over 800 incredible volunteers who freely give us their time to support the best possible end of life care for local people.

Job Purpose

The post holder will work as part of the multi-disciplinary Patient and Family Support team, providing efficient, comprehensive support to the staff and service, including St Luke’s Hospice Woodgrange Centre, Complementary Therapy, Bereavement, Social Work, Carer, Physiotherapy and Spiritual Care services.

This includes processing new referrals, scheduling attendance with patients, families and carers, liaising with external organisations, dealing with enquiries, data entry and preparing of reports.

Main Duties and Responsibilities

• Act as a point of contact and initial source of help to patients, family, carers or internal and external health professionals responding; sensitively to situations by determining the facts of the situation and using judgement, take initial responsibility, using tact and diplomacy to try to resolve the problem; or promptly refer on to an appropriate person if unable to do so.
• Maintain accurate and up to date electronic and manual records in accordance with Data Protection, and Information Governance guidance and exercising judgement and use care when exchanging confidential and sensitive patient information.
• Efficiently working on the Hospices in house patient system, updating the status of referrals and running reports as required, maintaining accurate and concise records and statistics, obtaining and collating service feedback, assisting with the provision of resources, setting up meetings and booking rooms, supporting service events, maintaining stationery and IT equipment, maintaining and updating departmental resources and information folders, being a ‘super-user’ for the electronic patient database and supporting others to use it and troubleshooting system issues.
• Supporting bereavement and therapy volunteers with admin tasks, documenting volunteer contact details, helping volunteers use information systems, manage room bookings for volunteers.

Applicants are encouraged to inform us if any reasonable adjustments are needed to be made during any part of the recruitment process.

St Luke’s Hospice are equal opportunity employers and particularly welcome applications from groups who are currently under-represented in our staff.

Please note: We will not be able to employ you if you are not eligible to work in the UK. We will not be able to obtain a work permit on your behalf.

Interview Date: Thursday 16th May 2024

For complete list duties, please refer to JD attached.