One Response and Referral Hub Assistant

To have an informal chat about working for us or to discuss access requirements for disabled applicants contact the People team using the chat function on our careers page or calling 01268 524 973.

St Luke's Hospice is a local charity providing compassionate care to people whose illnesses are no longer curable. We promote dignity in dying and empower people to make the choices they want, from the moment they are diagnosed.

We are seeking an organised and empathetic individual to join our One Response and Referral Hub as an Assistant. This is an important role working within a fast-paced team to co-ordinate referrals, provide an excellent single point of contact for patients, families and professionals, and ensure timely, accurate information is captured and acted upon in line with our values.

About the role

Working as part of the One Response and Referral Hub, you will support the day-to-day operation of the service by receiving and processing referrals, triaging incoming calls and enquiries, and liaising with clinical teams and external partners to facilitate appropriate care. You will use established pathways and systems to record information, escalate urgent matters, and contribute to continuous improvement of referral processes.

Salary: £24,900 to £28,656.64 per year (depending on experience)

Contract: Permanent

Hours:

Location: Basildon Hospice

Main responsibilities

• Receive and accurately record referrals via telephone, email and electronic referral systems, ensuring all relevant information is captured.

• Triage incoming calls and enquiries promptly, providing compassionate, patient-centred responses and escalating clinical or safeguarding concerns to the appropriate team.

• Coordinate appointments and referrals with clinical teams, community partners and external services to ensure timely access to care.

• Maintain accurate and up-to-date records within electronic systems and paper files in accordance with data protection and Hospice policies.

• Provide clear information and guidance to patients, families and professionals about services, pathways and next steps.

• Contribute to monitoring and reporting activity data to support service performance and identify opportunities for improvement.

• Work collaboratively with colleagues across the Hospice to support service development, including participating in audits and quality improvement projects.

Key skills and experience

• Previous experience in an administrative, reception or call-handling role, preferably within health, social care or a charitable setting.

• Excellent verbal and written communication skills, with the ability to communicate sensitively and clearly with people in distress.

• Strong organisational skills and the ability to prioritise competing tasks effectively.

• Proficient IT skills, including experience with electronic record systems and Microsoft Office applications.

• Ability to work calmly under pressure and make timely, well-reasoned decisions within defined protocols.

• Good attention to detail and commitment to maintaining confidentiality and data protection standards.

• Experience of working as part of a team and a flexible approach to tasks and shift patterns.

Application process

When applying, please provide answers to our application questions, your most recent CV and a supporting statement setting out how your skills, knowledge and experience meet the requirements of the role. Applications must be submitted by 9.00 am on Friday 8 May 2026.

Belonging, Equity, Diversity and Inclusion

At St Luke's Hospice, we are committed to creating an inclusive workplace that values diversity. Various perspectives and backgrounds contribute to a stronger, more creative work environment. We particularly welcome applications from disabled, LGBTQ+, and Black, Asian, and Minority Ethnic candidates. Our policies ensure fair and consistent treatment of all applicants, including considering the access requirements for individuals with disabilities.

Right to work

Please note that St Luke's Hospice is unable to sponsor work permits or visas. All applicants must have the right to work in the UK.

If you are compassionate, organised and keen to support people at a crucial point in their care journey, we encourage you to apply to join our dedicated One Response and Referral Hub team.

Department

Hospice Community Services

Role

Call Assistant

Locations

Basildon Hospice

About St. Luke's Hospice

We are a local charity providing compassionate care to people whose illnesses are no longer curable. We promote dignity in dying and empower people to make the choices they want, from the moment they are diagnosed.

Our care considers people’s medical, spiritual and emotional needs, including support for loved ones and carers. Anyone living in Basildon and Thurrock can call on us 24 hours a day, seven days a week.

Working alongside other healthcare providers, our specialist services are available at the hospice, out in the community or in a person’s place of residence. Together, we fulfil people’s choices at the end of their life.

We are a charity and the services we provide are free. We rely on voluntary income from local people to deliver the care they deserve.