Clinical Services Administrator

Job description

Job responsibilities

The postholder will prepare, coordinate and lead administrative support required for the clinical teams and will therefore be required to have excellent administration and communication skills, both written and verbal, with a positive can do attitude.

The postholder will manage clinical data extraction for the hospice, in order to provide effective support and monitor performance outcomes across care services. This will be from a variety of sources utilised by the hospice.

The postholder will be responsible for the co-ordination, development and maintenance of the organisations electronic patient record system, EMIS, developing a comprehensive understanding of the functionalities of EMIS.

The postholder will work closely with the COQL to ensure processes are in place, relating to quality assurance and database development; performing ongoing review and recommended changes where appropriate, in consultation with users across the organisation.

The post holder will uphold our hospice values: to be responsive, compassionate, supportive, collaborative and innovative.

Main Duties and Responsibilities

Clinical Administration

To provide telephone support and administrative support to the clinical teams, dealing with enquiries from a range of sources, both internal and external, to include both patients/families and key stakeholders.

To ensure that messages are relayed accurately and within a timely manner.

To support Team Leads with new starters and induction packages, including organising system set up with IT.

To undertake referral information collection with a sensitive and empathetic manner, having an ability to communicate with a wide range of people in often emotionally challenging circumstances.

To provide support for meetings as requested.

To input, update and retrieve/extract data from the clinical database, EMIS, and a range of other systems used in the clinical department in an accurate and timely manner.

To support the COQL, working to fixed deadlines to produce performance and activity reports against pre-determined outcomes/KPIs. Contribute to the development and maintenance of a Clinical Dashboard.

To support the COQL to produce quarterly statistical data reports for governance purposes. In addition, reports demonstrating all contractual outcomes for commissioned services and other funders as required.

Support the patient feedback mechanism within the hospice, and reporting outcomes and data.

System Management

Manage, maintain, and develop the full range of EMIS functions

Provide expertise where required in EMIS process and systems design, care plan and template design and effective use of clinical codes.

Being the Hospice point of contact for internal edits to EMIS organisational configuration. Making system design amends as agreed with the COQL.

Create EMIS templates with embedded clinical codes to ensure reporting on activity for the clinical dashboard.

To train staff and support Super Users for EMIS

Manage general user problems and queries relating to EMIS, with support of IT department.

Keep abreast of EMIS system developments and liaise with the Head of Clinical Services and LNCQI to develop and introduce an internal approach and solutions/initiatives based on interpretation of national and local policies and procedures.

Responsible for the effective management of NHS Smartcards. Work with the Registration Authority as a Smartcard Sponsor to ensure staff are able to access EMIS appropriately, including the completion of RA documentation.

Complete Role Based Access Control for new starters on EMIS Web.

Audit new starters to ensure compliance with clinical recording of patient information, escalate anomalies to relevant line manager.

Ensuring EMIS Business Continuity processes are in place and adhered to by staff.

Education

To adhere to all statutory and mandatory training requirements as designated by the organisation.

To be responsible for your own Continuous Professional Development (CPD).

To attend and participate in learning and development opportunities as deemed mutually beneficial for both yourself and the organisation.

To be involved in the induction programmes for new staff members and volunteers.

Provide ad hoc refresher training for existing staff in use of EMIS.

To provide support, training and technical support to the clinical team in the use of EMIS to ensure data accuracy

Attend mandatory training and in-service training opportunities.

Managerial

To supervise and support other members of the team, including both staff and volunteers, acting as a role model always demonstrating the Hospice values.

To demonstrate proficient IT skills in order to maintain and develop data collection and reporting.

To support the COQL in local audit and data extraction/compilation.

To take a proactive approach towards service development recommendations, using initiative and creativity to support the implementation of new ideas and ways of working, where mutually agreed with the HCOS, COQL & Team Leaders to be of benefit to patients, staff and the organisation.

Organisational

To demonstrate on a day to day basis the organisational values of the Hospice, acting as a role model to others.

To ensure that all patient and sensitive information will be treated confidentially and in line with local and national policies/legislation.

To support the organisation to ensure that all clinical staff and clinical volunteers are appropriately equipped and trained to fulfil their duties.

To undertake administrative tasks for the purpose of your role and utilise volunteer support as appropriate.

To work in accordance with all Hospice policies and procedures.

To participate in the Hospice appraisal process, responsible for complying with mutually agreed personal objectives.

To raise any areas of risk or concern in accordance with hospice policy, including incident reporting.

To be involved with the wider organisational aspects of the hospice, such as promotion of the charity and its services. This may include representing the hospice at certain key events, where clinical support is required.

Other

1. To undertake any other duties commensurate with the post and as requested by the COQL or HCOS.

2. This job description is subject to periodic review in negotiation with the post holder and may be revised/updated as service requirements change and develop.

Person Specification

Qualifications

• Educated to GCSE Level
• or equivalent work experience
• GCSE Maths and English

Knowledge, Skills & Competencies, Personal Attributes

• Advanced knowledge of Microsoft Excel and working knowledge of other Microsoft Office programs.
• General computer aptitude.
• Excellent customer service.
• Ability to work effectively in a team and autonomously as required.
• Ability to take direction with regards to workload and allocation.
• Good written and verbal communication skills.
• Excellent data input skills.
• Good analytical skills.
• Self-motivated and enjoys solving problems.
• High attention to detail, values accuracy.
• Flexible approach to work.
• Ability to work as part of a team.
• Ability to maintain confidentiality at all times.
• Welcoming and approachable attitude.

• Good knowledge of NHS systems that support EMIS (Registration Authority, Health & Social Care Network, NHSmail).
• Good understanding of data protection regulations and how these apply in a healthcare setting (Caldicott Principles, computer security).
• Ability to establish, coordinate and maintain effective administrative systems.
• Ability to deal with problems as they arise, using judgement, knowledge and decision making skills.

Experience

• Experience of administration work, such as business process admin, system admin or non-professional admin.
• Previous experience of using databases/Management of information system.
• Experience of coordinating and prioritising own workload.
• Training experience.
• Experience in health/social care/charity sector.

• Good knowledge of the EMIS Patient Record system.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

The Shakespeare Hospice

Address

Church Lane

Shottery

Stratford-upon-avon

Warwickshire

CV37 9UL

https://www.theshakespearehospice.org.uk