Job Description

As part of the Clinical Administration Team, you will deliver a comprehensive, responsive and high-quality administrative service that supports the effective day-to-day operation of clinical services across the Hospice. Using a range of digital systems and Microsoft Office applications, you will support patient pathways, maintain accurate records, coordinate administrative processes and facilitate effective communication between clinical teams, patients, families and external agencies.

This is a varied role requiring excellent organisational skills, attention to detail and the ability to manage competing priorities within a busy healthcare environment. You will work closely with colleagues across the organisation to ensure services run smoothly and that patients and families receive the highest standard of support.

A key aspect of the role involves interacting with patients, relatives and bereaved family members, often during difficult and emotional circumstances. You will therefore bring empathy, compassion and sensitivity to your work, ensuring everyone is treated with dignity, respect and kindness.

As a values-led organisation, Ayrshire Hospice is committed to delivering outstanding care and creating meaningful experiences for patients, families and staff. We strive to provide a compassionate, supportive and inclusive environment where everyone feels welcomed, valued and respected.

Main Responsibilities

Administrative Support

• Provide a comprehensive administrative service, ensuring tasks are completed accurately, efficiently and within agreed timescales.

• Prepare, format and distribute correspondence, reports, meeting papers and other documentation.

• Maintain electronic and paper filing systems, ensuring information is organised, accessible and managed in line with Hospice policies.

• Process incoming and outgoing correspondence, emails and other communications promptly and accurately.

Patient and Clinical Administration

• Provide high-quality administrative support to facilitate the delivery of safe and effective patient care.

• Produce and maintain patient records, ensuring patient information is accurate and up to date on the Hospice patient management system.

• Receive, process and record referrals and associated documentation in accordance with established procedures.

• Support the administration of patient appointments, clinics, meetings and other service activities.

• Liaise with the Scottish Ambulance Service to arrange patient transport.

• Coordinate the transportation of clinical samples and liaise with hospital laboratories as required.

• Assist with the coordination of clinical team diaries, schedules and service activities.

• Provide administrative support to multidisciplinary team meetings, including the preparation and distribution of agendas, papers, minutes and action logs where appropriate.

• Support Charge Nurses in maintaining records relating to medical equipment, ordering clinical supplies, coordinating bank staff shifts and supporting the organisation of ward volunteer activity.

Communication

• Develop and maintain effective working relationships with patients, families, colleagues and external partners.

• Act as a first point of contact for patients, relatives, carers, healthcare professionals and external agencies, responding to enquiries in a professional, courteous and compassionate manner.

• Provide an effective telephone service, including handling sensitive or potentially distressing calls appropriately.

• Take accurate messages and ensure information is communicated promptly to the relevant member of staff.

• Build positive working relationships with internal and external stakeholders to support effective service delivery.

Information Governance

• Ensure information is managed securely and in accordance with legislative and organisational requirements.

• Maintain confidentiality at all times and handle sensitive information in line with GDPR, Caldicott Principles and Hospice policies.

• Ensure records and information systems are accurate, secure and up to date.

• Support data collection, audit activities and reporting requirements.

• Identify and escalate issues that may affect service quality, patient care or service delivery.

Team Working and Development

• Contribute positively to the effectiveness and continuous improvement of the service.

• Work collaboratively with colleagues to provide seamless administrative support and ensure appropriate cover during periods of absence or increased workload.

• Participate in team meetings, supervision, training and development activities.

• Complete mandatory and role-specific training and apply learning to practice.

• Contribute to a culture of continuous improvement, teamwork and high-quality service delivery.

Any other duties as reasonably required.

Person Specification

Education & Qualifications

Essential

• HNC in Business Administration or a relevant administrative qualification, or equivalent experience.

Desirable

• AMSPAR qualification or equivalent qualification in Medical Terminology or equivalent experience using clinical or medical terminology.

Knowledge & Experience

Essential

• Experience working in a busy environment with competing priorities.

Desirable

• Experience providing a high-quality administrative service.

• Experience handling confidential and sensitive information.

• Previous experience within a healthcare, hospice, or NHS setting.

• Experience of using electronic management systems.

• Experience pf coordinating diaries, or meetings.

• Experience of supporting multidisciplinary teams.

Skills

Essential

• Proficient in Microsoft Office applications, including Word, Outlook, Excel, and Teams, or equivalent.

• Excellent organisational and time management skills.

• Excellent written and verbal communication skills.

• High level of accuracy and attention to detail.

• Ability to work independently and as part of a team.

• Understanding of confidentiality, GDPR, and information governance requirements.

Personal Qualities

Essential

• Professional, approachable, and compassionate manner.

• Ability to communicate sensitively and diplomatically in challenging situations.

• Flexible and adaptable approach to work.

• Ability to use initiative and make routine decisions within established procedures.

• Commitment to the values and ethos of Ayrshire Hospice.

Closing Date

Friday 31st August, 4pm

Interview Date and Location

Tuesday 8th and Wednesday 9th September

The Ayrshire Hospice, 35-37 Racecourse Road, Ayr, KA7 2TG