Service Administrator

This post provides administrative support to the Palliative Care Team based at North Middlesex University Hospital. The post-holder will provide a high-quality administrative service and patient coordination system to the multidisciplinary specialist palliative care team.

The post-holder will work within the teams to coordinate the non-clinical aspects of the services including data input and office management support. He / she will need to be able to organise and prioritise their own workload, use initiative and work without constant supervision.

The administrator will work across the two services on allocated days and be required to use Careflow and other electronic databases to capture referrals and procedural information.

Main duties of the job

• Ordering of all stationaries on Pecos
• Ordering of all information leaflets (booklets /forms DWP, CMC)
• Emailing urgent letters to GP and other professionals
• Collection and distribution of all post & letters into the department
• Update attendance records in excel for MDT
• Room bookings/ circulation to team members for meetings
• Contact other NHS and private healthcare providers for patient information for emergency admissions and updating with discharge summaries
• Ensure all enquiries from other hospitals are effectively managed by being successfully resolved or escalated to the CNS's
• Ensure all relevant people are informed and an appropriate record is maintained
• Liaising and effectively communicating at all levels using written, oral and electronic methods
• Use tact and sensitivity to deal with difficult issues
• Request clinical data sets from other healthcare providers hospitals in accordance in a timely manner

Administrative Support

• Provide a high-quality administrative service to the Specialist Palliative Care Team
• Act as the first point of contact for telephone, email, and face-to-face enquiries, ensuring queries are resolved appropriately or escalated when necessary
• Manage incoming and outgoing correspondence, including the collection, distribution, and filing of post and letters
• Prepare, format, distribute, and electronically file correspondence, reports, minutes, and other service documentation
• Maintain efficient filing systems in accordance with Trust policies and information governance requirements
• Organise and coordinate meetings, including room bookings, diary management, preparation and circulation of meeting agendas and papers
• Record and maintain attendance registers and multidisciplinary team (MDT) records using Excel and other electronic systems
• Order and monitor stationery and departmental supplies using approved procurement systems, including PECOS

Patient Coordination and Referral Management

• Receive, process, and coordinate referrals to the Specialist Palliative Care Team using Careflow and other electronic patient record systems
• Ensure accurate and timely data entry of referrals, patient information, and service activity
• Track referrals and ensure relevant information is available to clinical staff in a timely manner
• Liaise with patients, carers, healthcare professionals, GPs, hospitals, hospices, and community services to facilitate effective communication and coordination of care
• Obtain patient information, discharge summaries, and clinical documentation from NHS and independent healthcare providers where required
• Request and manage clinical datasets and supporting information from external organisations in accordance with Trust policies and information governance requirements

Communication and Liaison

• Communicate effectively with internal and external stakeholders at all levels using telephone, written, and electronic communication methods
• Ensure urgent correspondence, including clinical letters and discharge-related communications, is transmitted promptly to GPs and other healthcare professionals
• Provide administrative support for multidisciplinary meetings and service activities
• Ensure all enquiries from healthcare providers are managed efficiently and escalated appropriately to Clinical Nurse Specialists or other members of the multidisciplinary team when required
• Use tact, diplomacy, and sensitivity when dealing with difficult or sensitive situations involving patients, relatives, carers, and professionals

Information Management and Data Quality

• Maintain accurate and up-to-date patient and service records on Careflow and other electronic databases
• Produce routine reports and activity data as required by the service
• Ensure compliance with Trust policies relating to confidentiality, data protection, information governance, and record keeping
• Monitor and maintain data quality standards to support service reporting and performance monitoring

Office and Service Support

• Support the day-to-day operational management of the office environment
• Ensure information leaflets, patient information booklets, DWP forms, Coordinate My Care (CMC) documents, and other service resources are ordered, maintained, and readily available
• Assist with service audits, data collection exercises, and quality improvement initiatives as required
• Contribute to the continuous improvement of administrative processes and systems to enhance service efficiency and patient experience

General Responsibilities

• Prioritise and organise workload independently, using initiative and judgement where appropriate
• Work flexibly across both Specialist Palliative Care services as required by service need
• Adhere to all Trust policies, procedures, and statutory requirements
• Participate in mandatory training, appraisal, and personal development activities
• Maintain professional standards at all times and contribute positively to the objectives of the Specialist Palliative Care Service