Lead Administrator Patient & Family Support Service inHarlow inHarlow PUBLISHED MON 11 NOV 2024

This is an exciting opportunity to join our Patient and Family Support Team as the Teams Lead Administrator. You will be required to work four days a week in the office: Monday, Tuesday, Wednesday and Friday.

You will have good administrative experience as detailed on our job description and person specification.

The Patient and Family Support Service is a multi-skilled, professional, supportive team who look forward to welcoming a new member. The team is rapidly expanding its reach and work load and are looking for an enthusiastic, hardworking Lead Administrator to support them in this process.

Please read the job description for further details.

In return for your commitment, we offer a competitive salary and benefits package, flexible working, generous leave allowance, pension and life assurance scheme, Employee Assistance Programme, free parking and subsidised lunches on site. We offer excellent development opportunities and are committed to supporting individuals in their learning and development.

If you would like to discuss this opportunity we would be delighted to hear from you. Please contact Sushma Dhami, Patient and Family Support Services Manager on or by email

Demonstrate an understanding of the nature of Hospice Care and Patient and Family Support Service.

As coordinator to ensure the smooth working of the Team and assist in the delivery of an effective, innovative Service.

To coordinate and manage small ad hoc projects within the Team.

To assist in the co-ordination of approx. 50 volunteers.

To provide full administrative support regarding the referral process and allocation of resources.

To communicate regularly with a wide range of clinical and non-clinical staff within and outside St Clare.

To have expertise in using the clinical information IT system and be able to teach and support others in its use.

To provide administrative and secretarial service to all members of the multi-professional team, in particular the Patient and Family Support Services Manager.

To develop, improve and enhance systems as appropriate, to improve the service delivered to patients, carers and health care professionals.

To assist in coordinating students.

To collate statistics for all services when required for Management meetings.

To provide data information relating to the service as per management requests.

About us

To provide administrative and secretarial support to the Patient and Family support Services Manager and Multi-disciplinary team.

To provide administrative support to the Adult Safeguard Lead.

To provide support in other departments in the absence of allocated administrative support.

To input and maintain robust data on all patient referrals and activity.

To send appointment letters to patients, update the appointments system on SystmOne & book rooms accordingly.

To ensure that lettersfor deceased patients bereavement support are written and sent within the agreed timescale.

To send Condolence Cards.

To provide activity and other reports as required.

To teach and assist multi-disciplinary staff to in-put accurate patient information onto the clinical system (SystmOne).

To advise and assist callers (both personal and by telephone) on the referral process to the hospice.

To be responsible for collating all relevant information in relation to patient referrals, episodes of care and follow up plans.

To communicate with and develop good working relationships with other outsides agencies, accessing and providing accurate information as required. For example, local GP surgeries, funeral directors, voluntary organisations.

To assist in the timely provision of appropriate paperwork for Payroll such as mileage and time forms.

To take notes in meetings as required, working groups etc.To meet and greet patients and carers as required. To have compassion and sensitivity when communicating with distressed relatives both personally and by telephone.

Prioritise the work schedule and have the ability to work confidently on your own and as part of a team.

To be responsible for maintaining records and processes for all Bereavement Service volunteers. To work closely with the Volunteers who are working in the area, providing support and information as required.

Having Shared the Lead System One role of RA Agent: Completed the mandatary Training to enable the authorisation of documentation for new Starters on SystmOne; to reset and unlock passwords; deal with documentation for lost cards; add new users onto NHS Portal; set up NHS emails for new staff and process Leavers.

To review processes, manage, and complete ad hoc projects within the PFS Team across the wider Hospice i.e. Next of Kin project, Bereavement pack updates, St Clare Hospice journey.

To ensure we participate in external surveys and provide information when required, e.g. National FAMCARE survey.

To update the Memory Book and ensure the details are correct before inserting in the Memory Book in the Sanctuary.

To provide cover for Reception on an ad hoc basis.

To hold the Host for PFSS Zoom meetings and share responsibility for holding zoom bereavement cafes, team meetings, volunteer supervision & pastoral care meetings.

Coordinate volunteers for cafes, helpline. Listening ears and bereavement support. To field all enquiries, assist in IT set up and ongoing issues.

To update SystmOne with client notes for all those Team members working from home.

To collate feedback, figures and statistics for PFSS Services for Management meetings.

To use SystmOne to run clinical reports.