Job Profile Job Information Job Title Hospice Pay Band Apprentice Clinical Administrator In line with National Minimum Wage rates of pay Job Summary The role will provide administrative support across hospice clinical services working with staff, volunteers and service users. Through a calm and professional approach this role will help deliver the smooth running of services supporting service user’s needs. You will be dealing with telephone calls, e-mails and face to face contact with staff, volunteers and service users, ensuring enquiries are dealt with in an efficient and supportive manner. Tasks and responsibilities. Tasks will vary depending on the department being supported. The apprentice will gain a breadth of knowledge of all areas of clinical administration at the hospice, having the opportunity to work with the different teams. Training and support will be provided. The following are an example of the tasks the apprentice may undertake. • • • • • • • • • • To work with the different members of the clinical administration team to learn the various aspects of clinical administrative support within the hospice. Liaise with other agencies, departments and official bodies to assist in providing a high quality and efficient service, sharing information as appropriate. To act as an ambassador for the hospice and promote its services. To provide administrative support i.e. filing, scanning, photocopying and producing letters/documents. Accurately input, retrieve and collect data and information using the Hospice computer systems. Work confidentially with the clinical computer systems and electronic patient records including retrieving, uploading and inputting information that may contain details and images of severe illnesses. Deal with face to face and telephone enquiries, convey messages and transfer calls as necessary whilst maintaining confidentiality at all times. To be responsible for receiving and processing incoming and outgoing emails and mail. To communicate effectively and liaise with other professionals in a clear, concise and professional manner. Take telephone calls from bereaved family and distressed patients, dealing with them empathetically and professionally. Training & professional development. • • • • To attend all sessions associated with apprenticeship programme, meet deadlines for assignments and assessments. To raise any concerns about progress in the apprenticeship programme with the supervising Patient and Family Support Services Manager. To engage in regular supervision and workload management meetings with the supervising Patient and Family Support Services Manager. To work with and take direction from the clinical administrators for daily tasks. • • To complete and maintain all mandatory training. To achieve training and development requirements as identified in annual appraisal process. Other • Undertake conscientiously other tasks and responsibilities that may be required and reasonable in the circumstance at the time. • Undergo training and instruction that may be required to competently carry out the needs of the job. • Attend and participate in meetings that may reasonably be required. The duties and responsibilities referred to above are an outline only and may be changed from time to time in accordance with the needs of the Hospice. 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. Organisational Philosophy of Care, Purpose and Values Wirral Hospice St John’s aims to offer care and support for patients and their families living with a life limiting illness based around what is important to them. It endeavours to meet the holistic needs of our patients – physical, psychological, social and spiritual needs and support their loved ones and carers without discrimination. Wirral Hospice St John’s CARES So that we can deliver on our Philosophy of Care and Purpose, the Hospice has developed the following Values that we uphold in all that we do. Compassionate: To care for and support patients, families, colleagues and the wider Accountable: Respectful: Equitable: Sustainable: community with compassion and understanding. To be accountable for our own actions and decisions, and to hold each other to account. To treat others with respect throughout all interactions, acknowledging and considering differing opinions. To act in an equitable manner for all, ensuring that individual needs are considered and supported. To manage our resources efficiently, optimising use and value, whilst minimising waste. Safeguarding Wirral Hospice St John’s has a responsibility to ensure that all children/young people and adults are adequately safeguarded and protected and that “Safeguarding is Everyone’s Business”. As a consequence, all staff are required to adhere to national and local safeguarding policies/procedures and to act upon any concerns in accordance with them. Equality and Diversity Wirral Hospice St John’s has given its full commitment to the adoption and promotion of the key principles of equality and diversity of equal opportunities contained within current legislation and the Wirral Hospice St John’s Equality Policy. Health and Safety It is the duty of every employee to work in such a way that accidents to themselves and to others are avoided, and to co-operate in maintaining their place of work in a tidy and safe condition, thereby minimising risk. Employees will, therefore refer any matters of concern through their line manager. Similarly, it is each person’s responsibility to ensure a secure environment and bring any breaches of security to the attention of their manager. Confidentiality In the course of your duties, you will have access to confidential material about patients, members of staff or other hospice business. On no account must information relating to identifiable patients be divulged to anyone other than those authorised persons, for example, medical, nursing or other professional staff, as appropriate, who are concerned directly with the care, diagnosis and or/treatment of the patient. If you are in any doubt whatsoever as to the authority of a person or body asking for information of this nature, you must seek advice from your manager. Similarly, no information of a personal or confidential nature concerning individual members of staff should be divulged to anyone without the proper authority having first been given. General Data Protection Regulations (GDPR) Wirral Hospice St John’s is required to process personal data relating to its employees, including ‘special categories of personal data’, as defined in the General Data Protection Regulations 2018 (the ‘Act’). All such data will be processed in accordance with the provisions of the Act and the relevant hospice’s policies. For the purposes of the Act, the term ‘processing’ includes the initial collection of personal data, the holding and use of such data, as well as access and disclosure, through to final destruction. Other This job profile is intended to provide an outline of the duties and responsibilities of this post, it is not exhaustive and may be modified and developed periodically following discussions between the post holder and the relevant line manager.