Clerical/Administrative Officer

MAIN DUTIES AND RESPONSIBILITIES

Referrals and healthcare administration

• Receive, record and process referrals to the Inpatient Unit and Community Palliative Care Service.

• Check referrals for completeness and follow up on missing information as required.

• Enter and maintain accurate patient information on relevant healthcare information systems.

• Scan, file and upload clinical and administrative documentation.

• Prepare and distribute letters, reports and patient-related correspondence.

• Support the timely processing of admissions, discharges, transfers and community referrals.

• Liaise with hospitals, general practitioners, community services, healthcare professionals and other relevant agencies.

• Handle all patient information in accordance with confidentiality, data-protection and records-management requirements.

Telephone and communication duties

• Answer and manage incoming telephone calls professionally, courteously and promptly.

• Respond appropriately to enquiries from patients, relatives, healthcare professionals and members of the public.

• Accurately record messages and ensure they are passed to the appropriate person without delay.

• Recognise urgent or sensitive calls and escalate them promptly to the relevant clinical or senior staff member.

• Maintain a calm, compassionate and respectful manner when communicating with people who may be distressed or bereaved.

• Provide clear and accurate information within the boundaries of the administrative role.

Reception and visitor support

• Welcome patients, relatives, visitors, healthcare professionals and members of the public to Wicklow Hospice.

• Provide directions and general assistance while maintaining patient privacy and dignity.

• Manage visitor enquiries and follow local access, security and infection-prevention procedures.

• Maintain a professional, organised and welcoming reception area.

• Treat every person with courtesy, respect, compassion and sensitivity.

Post and correspondence management

• Take responsibility for the efficient management of incoming and outgoing post.

• Receive, sort, date-stamp and distribute post promptly and accurately.

• Prepare outgoing letters, packages and other correspondence for collection or delivery.

• Maintain any required postal registers, records or tracking information.

• Ensure confidential and patient-related post is handled securely.

• Redirect incorrectly addressed correspondence and follow up on returned post where required.

• Arrange registered or tracked post when necessary.

• Monitor postage supplies and liaise with relevant postal or courier services.

• Escalate urgent, confidential or unusual correspondence to the appropriate staff member.

Confidentiality and discretion

The postholder will have access to highly sensitive personal, clinical and organisational information. They must:

• Maintain strict confidentiality at all times.

• Exercise discretion when communicating with patients, families, staff and members of the public.

• Discuss patient information only with authorised individuals and in appropriate settings.

• Comply with GDPR, data-protection legislation, confidentiality policies and records-management procedures.

• Immediately report any actual or suspected confidentiality or data-protection breach.

• Maintain professional boundaries and avoid discussing hospice matters outside the workplace.

General office duties

• Complete general clerical and secretarial duties, including typing, photocopying, scanning, filing, emailing and document preparation.

• Produce and update documents, spreadsheets, letters and reports using Microsoft Word and Excel.

• Maintain accurate electronic and paper-based filing systems.

• Schedule appointments, meetings and rooms as required.

• Prepare meeting documentation and take minutes when requested.

• Order and monitor stationery and office supplies.

• Maintain accurate records, databases, spreadsheets and service-activity information.

• Assist with audits, reports, statistics and service information.

• Provide administrative support across the Inpatient Unit and Community Palliative Care Service according to operational needs.

• Provide cover for clerical colleagues during periods of leave or absence.

• Undertake other appropriate duties assigned by the Patient Services Manager or designated manager.

General

• Have a working knowledge of and adhere to OLH&CS policies at all times.

• Ensure confidentiality in all matters of information obtained during the course of employment.

• To present and act in a professional manner at all times and ensure colleagues do likewise.

• Keep up-to-date with developments of professional practices and all other relevant matters to ensure maintenance of knowledge and skill base.

• Assume responsibility for his/her own professional development.

• Maintain a safe work environment in co-operation with the Hospice Management Team and with reference to the Safety, Health and Welfare at Work Act, 2005: in that respect report any accidents / near misses and document according to policy.

• Provide cross cover for other areas when required and such duties as required.

• To effectively and efficiently use information technology for the role in a manner which integrates well with systems throughout the Hospice.

The duties and responsibilities detailed above are a reflection of the present service requirements and are not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to the post holder from time to time and to contribute to the development of the post while in office.

This job description will be subject to review in the light of changing circumstances. This job description is not intended to be exhaustive but should be regarded as providing guidelines within which individuals work.

Qualifications

• A Leaving Certificate or an equivalent recognised qualification.

• A recognised secretarial, business administration or ICT qualification.

• Due to lack of regular public transport and the location of the Wicklow hospice, the successful candidate must have a full clean drivers license and access to appropriate transportation.

Experience

• This role will have a set work pattern and the successful candidate must be able to attend the workplace reliably for the fixed 8:00 a.m. to 4:00 p.m. commencement and closing time.

• A minimum of three years’ office, clerical or secretarial experience gained within the previous five years.

• Proven proficiency and practical experience using Microsoft Word and Microsoft Excel.

• Experience managing incoming and outgoing post and correspondence.

• Good written and verbal communication skills.

• Strong organisational skills and attention to detail.

• The ability to manage competing priorities in a busy office or healthcare environment.

• A clear understanding of confidentiality, discretion and data protection.

• The ability to work independently and as part of a multidisciplinary team.