About the role

What are we looking for? 

St. Michael's is looking for a Bank Clinical Coordinator to work with our Clinical Hub team. We are looking for someone who ideally has customer service experience and can respond sensitively in challenging situations.

The role 

To provide a responsive telephone service to patients, relatives and healthcare professionals contacting St. Michael’s Hospice. You will be expected to establish the reason and potential urgency of the call and assess which Healthcare Professional the call is most appropriate to be handled by and you will coordinate the allocation of the call reason to the correct healthcare professional or team, responding appropriately.

To provide high quality administrative support, systems and processes that enable the smooth day to day operational running of Clinical functions of the Hospice. To be the first point of contact for patients, carers and health care professionals responding as appropriate and allocating the actions to the relevant individual or team.

The role requires you to work across clinical service bases including, IPU, Community Hospice at Home service, Medical Team, Therapy Team, Living Well Service, Patient and Family Support, and Bereavement Services and main SMH Reception.

You will be required to be skilled and competent to work in all areas of the Clinical Services.

Key responsibilities: 

• Provide an excellent standard of customer care – when dealing with enquiries, answering queries, calls, and the ability to identify when to escalate to other healthcare professionals.
• To deal appropriately and sensitively with professionals, visitors, patients, clients, carers, and family enquiries, of potentially distressing nature, always adhering to hospice policies on confidentiality.
• Understand own level of competency when dealing with sensitive patient or carer conversations and information giving, referring to healthcare professional when required.
• Liaise with external transport providers to organise the booking of patient transport and inform relevant health care professionals to ensure seamless transfer of the patient.
• To actively support the clinical team in facilitating the discharge / transitional arrangements including sending CHC Fast Track applications for processing. When requested by the clinical team linking with internal and external services where necessary.
• Coordinate patient and family requests for celebratory occasions on the Inpatient Unit, where appropriate.
• Respond to initial patient/family requests as appropriate, escalating to senior or clinical staff where this is outside the scope of your role.
• To actively participate in the management of Lone Workers, in line with the Lone Worker policy.
• Proficient in SMH Reception operating processes and procedures as listed in the job role main duties and responsibilities.

St. Michael’s Hospice is committed to safeguarding and promoting the welfare of vulnerable adults, children and young people. All staff are expected to share this commitment. Successful candidates will be required to undergo relevant background checks, including a DBS check and provide satisfactory reference before starting the role. 

About St. Michael’s Hospice 

St. Michael’s Hospice is a registered charity providing specialist palliative and end of life care services since 1992, for the people of North Hampshire. We are dedicated to providing care to people throughout North Hampshire who are affected by life limiting illness to attain the highest possible quality of life by providing a choice of specialist care and support. 

As a charity, we depend on the kindness and support of our local community to continue offering our services free of charge. This care is made possible by supporters donating, taking part in fundraising events and activities, playing our lottery, shopping in our retail outlets, leaving gifts in their Wills or giving freely of their time to volunteer. 

Our benefits 

We offer a competitive salary with attractive benefits, including, free onsite parking, life assurance, 27 days annual leave, with service increments, plus bank holidays, and an extensive health and wellbeing plan and contributory pension. 

Contact 

For further information, an informal visit or to talk about the role in more detail please contact Heather Bowles on 01256 844744 or email heather.bowles@stmichaelshospice.org.uk