St Luke’s is looking for a compassionate, organised and professional Clinical Administrator / Patient and Family Helpline Facilitator to join our Clinical Administration Team. This important role supports the smooth delivery of patient care by providing high-quality administrative support and acting as a first point of contact for patients, families and carers using our Patient and Family Telephone Helpline.
You will play a key part in ensuring enquiries are handled sensitively and efficiently, information is recorded accurately, and patients and families are signposted to the most appropriate clinical team or service. This is a rewarding opportunity for someone who takes pride in delivering excellent customer service within a caring clinical environment.
PLEASE NOTE: This is a 12 month fixed term position
Key Responsibilities
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Act as a first point of contact for the Patient and Family Telephone Helpline, providing a compassionate, responsive and professional service.
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Provide non-clinical information where appropriate, accurately document enquiries and escalate urgent concerns to clinical colleagues.
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Process and manage referrals from external organisations and internal services in a timely and accurate manner.
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Maintain accurate patient records and support the secure handling, storage and archiving of clinical information.
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Manage shared inboxes, correspondence, filing, scanning, documentation and other administrative tasks to support service delivery.
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Work collaboratively with colleagues across Clinical Administration, Community Nursing, Patient and Family Support Services, Reception and clinic teams.
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Maintain confidentiality and comply with information governance, GDPR, safeguarding and organisational policies at all times.
About You
We are looking for someone who is calm under pressure, highly organised and able to communicate with warmth, sensitivity and professionalism. You will be confident handling telephone enquiries, managing administrative processes and working with confidential information in a busy clinical setting.
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Experience of providing telephone and administrative support in a healthcare setting.
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Excellent communication and interpersonal skills, with the ability to respond empathetically to patients, families and carers.
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Strong organisational skills and the ability to prioritise work effectively to meet deadlines.
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Good attention to detail and confidence using electronic systems, databases and Microsoft Office applications.
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Understanding of confidentiality, data protection and information governance requirements.
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A flexible and collaborative approach, with a commitment to delivering high-quality, patient-centred support.
Why join us?
You’ll be part of a friendly team where your work has real impact. Our shops play a key role in supporting our services and connecting with the local community. In return, you’ll gain valuable retail and leadership experience, develop your skills and be part of something meaningful.
In addition to a supportive work environment, we provide opportunities for ongoing training and development, a competitive benefit package, and a chance to be part of a compassionate and dedicated team.
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Play a key role in shaping a safe and supportive organisation
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Work across diverse teams and environments
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Make a meaningful impact on staff, volunteers, and visitors
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Be part of a values-driven organisation committed to doing things well
You can find out more about our benefits here: https://www.stlukeshospice.org.uk/work-for-us-benefits
Our Commitment to Equity, Diversity & Inclusion (EDI):
The job-holder can expect to work in a space that is free from barriers and attitudes that are free from prejudice: We seek to employ, engage with, and care equally for all we encounter; striving to make our employment, volunteering, events and services free from barriers, and our attitudes free from prejudice, and treating everyone as a unique individual, providing the best experience that we can for each person.
Our values embody our way of working, they are Caring, Respectful, and Pioneering. Working for St Luke’s offers a real opportunity to make a difference to local people.
