Senior Administrator inYork inYork PUBLISHED 7 NOV 2024

We are recruiting for an experienced full time Senior Administrator to join the Hospices Administration Team.

As Senior Administrator, you will support the Administration Team Leader in ensuring the smooth and effective running of the administrative operations.

Duties will include:

• maintaining patient records
• handling daily incoming correspondence
• organising and coordinating meetings
• minute taking

Due to the nature of the role the postholder will uphold the values of compassion in all interactions, whether with patients, families, supporters, partner agencies, or internal colleagues. The role involves attentively listening to needs and concerns and responding in a collaborative and empathetic manner.

Our ideal candidate will:

• have previous experience of working in a busy office environment
• be highly organised and capable of prioritising their workload
• be an effective communicator
• be able to work as part of a multidisciplinary team

What we can offer you in return:

• Generous annual leave entitlement of up to 41 days
• Attractive pension schemes
• Extensive employee discounts
• Training and development opportunities

This role is full time, 37.5 hours per week, 5 days over 7.

This advert may be closed early or extended due to the number of applications that are received.

About us

The Senior Administrator supports the Administration Team Leader in ensuring smooth and effective administrative operations, upholding service standards, and offering extensive support to departments and staff to promote overall efficiency.

Additionally, the Senior Administrator is dedicated to customer service, ensuring high standards of care and responsiveness in interactions with patients, staff, and other key stakeholders.

Main duties and responsibilities

Administrative Support

1. Maintain filing and archive systems, disposing of archived records and documentation in accordance with Hospice policy, while ensuring the confidentiality and security of these documents.
2. Maintain patient records, updating databases and systems for effective team communication.
3. Book hospital transport / interpreters for service users, as required.
4. Take responsibility for handling incoming correspondence daily, distributing and taking appropriate action as needed, and ensuring urgent items are promptly brought to a team member's attention.
5. Handle outgoing mail, including preparing and franking items for collection, and manage franking machine operations.
6. Organise and coordinate meetings, including booking rooms, arranging refreshments, and ensuring necessary equipment and presentations are prepared.
7. Manage electronic appointment diaries and support the production and timely distribution of meeting agendas and papers.
8. Take and distribute meeting minutes and handle any necessary administrative follow-up tasks.
9. Liaise with the ICT team to manage photocopier supplies and coordinate with the photocopier supplier in the event of a breakdown.
10. Order office stationery, goods, and equipment and ensure stock levels are maintained as agreed, ensuring POs and finance compliance.
11. Support with the co-ordination of rotas as required.
12. Provide cover for absent team members as directed by the Administration Team Leader, assist with workloads as necessary, and perform other duties as required, in line with the grade of the post and service demands.
13. Ensure effective governance by maintaining up-to-date records, adhering to organisational policies and procedures, and supporting compliance with regulatory requirements.
14. Regularly review and update documentation to reflect changes in governance standards and practices and assist in preparing reports and audits to ensure transparency and accountability.

Customer Service

1. Act as the primary point of contact for patients, carers and healthcare teams, providing appropriate responses and directing enquiries as needed. Greet and assist internal and external visitors, ensuring a welcoming and efficient reception.
2. Receive complex and demanding information and deal with distressing situations in a sympathetic, calm, and supportive manner. Escalating issues to appropriate services or health care professionals where appropriate.
3. Ensure excellent customer service by offering a professional and efficient telephone and email service. Take accurate messages, provide information, and direct queries appropriately. Handle telephone enquiries, referring clinical matters to the relevant person, while maintaining accuracy, confidentiality, and professionalism.
4. Provide front-line reception duties as required, delivering a high standard of customer care.

Supervision

1. Provide operational support to colleagues, and supervision of junior staff and volunteers within the team, if required, as directed by the Administration Team Leader.
2. Provide training and development for junior staff and volunteers. Offering support to new and/or less experienced staff as needed.
3. Where applicable, take part in the recruitment and selection of administrative staff, and contribute to inductions of new employees in partnership with the WELD team.

IT

1. Support the monitoring and validation of data related to key performance indicators and targets, ensuring thorough quality checks to meet performance standards and operational criteria.
2. Maintain high-quality data management by updating the Hospices patient information system. This involves recording patient transactions, documenting admission and discharge details, and keeping patient demographic information accurate and current.