Clinical Administrator Handler

At Hospiscare, every role helps us provide outstanding care and support to people living with a terminal illness and those close to them. We are looking for a compassionate, organised and professional Clinical Administrator / Call Handler to join our Clinical Services team.

Main duties of the job

As the first point of contact for many patients, families and healthcare professionals, you will play a vital role in delivering a welcoming and responsive service. You will handle telephone enquiries with sensitivity and care, support the management of referrals, maintain accurate records and provide administrative support to our clinical teams, helping to ensure our services run smoothly and efficiently.

About us

Hospiscare is an independent charity providing specialist palliative and end-of-life care across Exeter, Mid and East Devon. Our teams work together to help people live well for as long as possible, offering expert care, advice and support both in patients' homes and across our hospice services. Joining Hospiscare means becoming part of a compassionate organisation where every role contributes to making a real difference to local people and their families.

Details

Date posted

05 October 2026

Pay scheme

Agenda for change

Band

Band 3

Salary

£25,760 to £27,476 a year

Contract

Permanent

Working pattern

Full-time

Reference number

B0211-26-0012

Job locations

Searle House

Dryden Road

Exeter

Devon

EX2 5JJ

United Kingdom

Job responsibilities

1. JOB DETAILS

Job Title: Clinical Administrator / Call Handler

Band: 3

Location: Clinical Coordination Centre/Clinical Administration, Searle House, Exeter EX2 5JJ

Team/Directorate: Clinical Services

Responsible To: Community Cluster Team Leader

Responsible For: N/A

Accountable to: Chief Nurse

2. JOB

PURPOSE

To provide efficient and effective administrative

and secretarial support to clinical teams.

To provide telephone care, support and

signposting for patients.

To work within the multi-disciplinary

team alongside registered nursing staff to

contribute

to the delivery of a high standard of evidence-based specialist palliative

care.

3. KEY

RESULT AREAS/PRINCIPAL DUTIES AND RESPONSIBILITIES

3.1

Main Responsibilities

Clinical Administrator

Provide a welcoming and professional first point of

contact with Hospiscare services by responding to face to face, telephone and

email enquiries.

Process new referrals and

discharges, liaising with key stakeholders to ensure full relevant records are

held in line with legislation and Hospiscares policies and procedures.

Liaise with clinical

teams, passing on relevant correspondence and information to ensure

communication takes place in a timely and professional manner.

Assist in compiling

reports and statistics from the patient record database and other relevant

sources, to enable the review and monitoring of service provision.

Coordinate meetings,

including booking rooms, organising catering, preparing materials and producing

attendee lists, to ensure they are well organised in advance and run

smoothly.

Act as note-taker for

meetings to ensure accurate minutes are produced and actions recorded.

Provide cover for other

teams during periods of absence to ensure there is continuity of clinical

administration support across all areas of the service.

Call Handler

Provide

a first point of telephone contact for patients, carers and healthcare

professionals to ensure a timely response whenever information or support is

required.

Liaise

with Hospiscares Clinical Nurse Specialist teams to ensure a consistent

approach to the triage process and that patients are prioritised appropriately.

Communicate

in a sensitive and professional manner with patients, relatives, colleagues and

others, to promote and maintain Hospiscares values and ensure dignity and

respect are observed.

Adhere

to Hospiscares clinical recordkeeping policy when providing and sharing

verbal, digital or written information and instructions, to ensure patient

confidentiality is observed at all times.

3.2 Key Contacts

Internal:

Clinical Administration team

colleagues

Clinical

Coordination Centre team

Community

Cluster Team Leader

Community

Clinical Nurse Specialist teams

Medical team

Inpatient Unit team

Supportive Care team

PA to Chief Nurse

Chief Nurse

External:

Patients and those close

to them

Royal Devon University

Healthcare NHS Foundation Trust (RDUH)

General Practitioners

NHS Community Services

Social

and Domiciliary Care Workers

Providers

of out-of-hours services

3.3 Health & Safety

Ensure that Health and Safety

guidelines and fire regulations are strictly adhered to

Comply with safe working practices as

defined by Hospiscare

Complete online training as and when

required

Take reasonable care for your own

health and safety and that of others who may be affected by acts or omissions

at work

Report any accidents, incidents or near

misses as soon as reasonably practicable

Manage own work life balance and

general wellbeing, including any relevant pressures in respect of lone working,

travel, difficult environments and challenging situations.

3.4

Data Protection

and Confidentiality

Comply with all the requirements of the

Data Protection Act, other relevant legislation and Caldicott principles whilst

carrying out the duties of your role

Ensure the confidentiality of all information

relating to patients, staff, volunteers, visitors or contractors, and of

financial and commercial information.

3.5 General

Be aware of and adhere to Hospiscare

policies and procedures at all times

Take part in progress/performance

reviews throughout the year

Cooperate with other Hospiscare departments

Attend training courses and complete

online training modules as required to meet the requirements of the post

Take responsibility for own personal

development, seeking out opportunities to learn new skills

Undertake any other duties as requested

by management which are reasonably deemed to be within the scope of the role.

3.6 Other

Apply the Hospiscare values and behaviours to every

aspect of the role at all times

Promote and maintain the brand standards of

Hospiscare.

Job responsibilities

1. JOB DETAILS

Job Title: Clinical Administrator / Call Handler

Band: 3

Location: Clinical Coordination Centre/Clinical Administration, Searle House, Exeter EX2 5JJ

Team/Directorate: Clinical Services

Responsible To: Community Cluster Team Leader

Responsible For: N/A

Accountable to: Chief Nurse

2. JOB

PURPOSE

To provide efficient and effective administrative

and secretarial support to clinical teams.

To provide telephone care, support and

signposting for patients.

To work within the multi-disciplinary

team alongside registered nursing staff to

contribute

to the delivery of a high standard of evidence-based specialist palliative

care.

3. KEY

RESULT AREAS/PRINCIPAL DUTIES AND RESPONSIBILITIES

3.1

Main Responsibilities

Clinical Administrator

Provide a welcoming and professional first point of

contact with Hospiscare services by responding to face to face, telephone and

email enquiries.

Process new referrals and

discharges, liaising with key stakeholders to ensure full relevant records are

held in line with legislation and Hospiscares policies and procedures.

Liaise with clinical

teams, passing on relevant correspondence and information to ensure

communication takes place in a timely and professional manner.

Assist in compiling

reports and statistics from the patient record database and other relevant

sources, to enable the review and monitoring of service provision.

Coordinate meetings,

including booking rooms, organising catering, preparing materials and producing

attendee lists, to ensure they are well organised in advance and run

smoothly.

Act as note-taker for

meetings to ensure accurate minutes are produced and actions recorded.

Provide cover for other

teams during periods of absence to ensure there is continuity of clinical

administration support across all areas of the service.

Call Handler

Provide

a first point of telephone contact for patients, carers and healthcare

professionals to ensure a timely response whenever information or support is

required.

Liaise

with Hospiscares Clinical Nurse Specialist teams to ensure a consistent

approach to the triage process and that patients are prioritised appropriately.

Communicate

in a sensitive and professional manner with patients, relatives, colleagues and

others, to promote and maintain Hospiscares values and ensure dignity and

respect are observed.

Adhere

to Hospiscares clinical recordkeeping policy when providing and sharing

verbal, digital or written information and instructions, to ensure patient

confidentiality is observed at all times.

3.2 Key Contacts

Internal:

Clinical Administration team

colleagues

Clinical

Coordination Centre team

Community

Cluster Team Leader

Community

Clinical Nurse Specialist teams

Medical team

Inpatient Unit team

Supportive Care team

PA to Chief Nurse

Chief Nurse

External:

Patients and those close

to them

Royal Devon University

Healthcare NHS Foundation Trust (RDUH)

General Practitioners

NHS Community Services

Social

and Domiciliary Care Workers

Providers

of out-of-hours services

3.3 Health & Safety

Ensure that Health and Safety

guidelines and fire regulations are strictly adhered to

Comply with safe working practices as

defined by Hospiscare

Complete online training as and when

required

Take reasonable care for your own

health and safety and that of others who may be affected by acts or omissions

at work

Report any accidents, incidents or near

misses as soon as reasonably practicable

Manage own work life balance and

general wellbeing, including any relevant pressures in respect of lone working,

travel, difficult environments and challenging situations.

3.4

Data Protection

and Confidentiality

Comply with all the requirements of the

Data Protection Act, other relevant legislation and Caldicott principles whilst

carrying out the duties of your role

Ensure the confidentiality of all information

relating to patients, staff, volunteers, visitors or contractors, and of

financial and commercial information.

3.5 General

Be aware of and adhere to Hospiscare

policies and procedures at all times

Take part in progress/performance

reviews throughout the year

Cooperate with other Hospiscare departments

Attend training courses and complete

online training modules as required to meet the requirements of the post

Take responsibility for own personal

development, seeking out opportunities to learn new skills

Undertake any other duties as requested

by management which are reasonably deemed to be within the scope of the role.

3.6 Other

Apply the Hospiscare values and behaviours to every

aspect of the role at all times

Promote and maintain the brand standards of

Hospiscare.

Person Specification

Additional requirements

Essential

• Willing to work in different Hospiscare locations occasionally if required

Experience

Essential

• Demonstrable experience in a customer facing service environment
• Demonstrable secretarial/administrative experience
• Demonstrable experience of using databases, including entering data
• Demonstrable experience of taking notes at meetings and producing minutes

Desirable

• Audio typing
• Experience of interrogating data and producing reports
• Experience of setting up systems and processes from scratch
• Experience in a health care setting
• Experience of working under appropriate supervision as part of a multi-disciplinary team and of multi-agency partnership working
• Experience of providing and receiving complex sensitive information

Knowledge

Essential

• Understanding of patient record databases
• Understanding of the General Data Protection Regulation (GDPR)
• Awareness of the work of hospices and of Hospiscare

Desirable

• Understanding of the complexities of working with individuals at times of distress and conflict
• Understanding of the importance of effective team working in a healthcare context

Personal attributes

Essential

• Able to prioritise own workload on a daily basis, using initative to solve problems and improve ways of working
• Able and willing to work flexibly as part of a team, juggling competing priorities in a rapidly changing environment
• Able to remain calm under pressure and to manage stressful situations in a professional manner.
• Commitment to continuing professional development.
• Ability to act as a patient advocate
• Awareness of Equality, Diversity and Inclusion in all aspects of work

Skills

Essential

• Developed communication skills
• Developed organisational skills
• Developed IT skills

Qualifications

Essential

• General education to GCSE level or equivalent, including maths and English at Grade C/4 or above

Desirable

• Communication Skills training

Person Specification

Additional requirements

Essential

• Willing to work in different Hospiscare locations occasionally if required

Experience

Essential

• Demonstrable experience in a customer facing service environment
• Demonstrable secretarial/administrative experience
• Demonstrable experience of using databases, including entering data
• Demonstrable experience of taking notes at meetings and producing minutes

Desirable

• Audio typing
• Experience of interrogating data and producing reports
• Experience of setting up systems and processes from scratch
• Experience in a health care setting
• Experience of working under appropriate supervision as part of a multi-disciplinary team and of multi-agency partnership working
• Experience of providing and receiving complex sensitive information

Knowledge

Essential

• Understanding of patient record databases
• Understanding of the General Data Protection Regulation (GDPR)
• Awareness of the work of hospices and of Hospiscare

Desirable

• Understanding of the complexities of working with individuals at times of distress and conflict
• Understanding of the importance of effective team working in a healthcare context

Personal attributes

Essential

• Able to prioritise own workload on a daily basis, using initative to solve problems and improve ways of working
• Able and willing to work flexibly as part of a team, juggling competing priorities in a rapidly changing environment
• Able to remain calm under pressure and to manage stressful situations in a professional manner.
• Commitment to continuing professional development.
• Ability to act as a patient advocate
• Awareness of Equality, Diversity and Inclusion in all aspects of work

Skills

Essential

• Developed communication skills
• Developed organisational skills
• Developed IT skills

Qualifications

Essential

• General education to GCSE level or equivalent, including maths and English at Grade C/4 or above

Desirable

• Communication Skills training

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

Hospiscare

Address

Searle House

Dryden Road

Exeter

Devon

EX2 5JJ

United Kingdom

Employer's website

https://www.hospiscare.co.uk (Opens in a new tab)

Employer details

Employer name

Hospiscare

Address

Searle House

Dryden Road

Exeter

Devon

EX2 5JJ

United Kingdom

Employer's website

https://www.hospiscare.co.uk (Opens in a new tab)

Job responsibilities

1. JOB DETAILS

Job Title: Clinical Administrator / Call Handler

Band: 3

Location: Clinical Coordination Centre/Clinical Administration, Searle House, Exeter EX2 5JJ

Team/Directorate: Clinical Services

Responsible To: Community Cluster Team Leader

Responsible For: N/A

Accountable to: Chief Nurse

2. JOB

PURPOSE

To provide efficient and effective administrative

and secretarial support to clinical teams.

To provide telephone care, support and

signposting for patients.

To work within the multi-disciplinary

team alongside registered nursing staff to

contribute

to the delivery of a high standard of evidence-based specialist palliative

care.

3. KEY

RESULT AREAS/PRINCIPAL DUTIES AND RESPONSIBILITIES

3.1

Main Responsibilities

Clinical Administrator

Provide a welcoming and professional first point of

contact with Hospiscare services by responding to face to face, telephone and

email enquiries.

Process new referrals and

discharges, liaising with key stakeholders to ensure full relevant records are

held in line with legislation and Hospiscares policies and procedures.

Liaise with clinical

teams, passing on relevant correspondence and information to ensure

communication takes place in a timely and professional manner.

Assist in compiling

reports and statistics from the patient record database and other relevant

sources, to enable the review and monitoring of service provision.

Coordinate meetings,

including booking rooms, organising catering, preparing materials and producing

attendee lists, to ensure they are well organised in advance and run

smoothly.

Act as note-taker for

meetings to ensure accurate minutes are produced and actions recorded.

Provide cover for other

teams during periods of absence to ensure there is continuity of clinical

administration support across all areas of the service.

Call Handler

Provide

a first point of telephone contact for patients, carers and healthcare

professionals to ensure a timely response whenever information or support is

required.

Liaise

with Hospiscares Clinical Nurse Specialist teams to ensure a consistent

approach to the triage process and that patients are prioritised appropriately.

Communicate

in a sensitive and professional manner with patients, relatives, colleagues and

others, to promote and maintain Hospiscares values and ensure dignity and

respect are observed.

Adhere

to Hospiscares clinical recordkeeping policy when providing and sharing

verbal, digital or written information and instructions, to ensure patient

confidentiality is observed at all times.

3.2 Key Contacts

Internal:

Clinical Administration team

colleagues

Clinical

Coordination Centre team

Community

Cluster Team Leader

Community

Clinical Nurse Specialist teams

Medical team

Inpatient Unit team

Supportive Care team

PA to Chief Nurse

Chief Nurse

External:

Patients and those close

to them

Royal Devon University

Healthcare NHS Foundation Trust (RDUH)

General Practitioners

NHS Community Services

Social

and Domiciliary Care Workers

Providers

of out-of-hours services

3.3 Health & Safety

Ensure that Health and Safety

guidelines and fire regulations are strictly adhered to

Comply with safe working practices as

defined by Hospiscare

Complete online training as and when

required

Take reasonable care for your own

health and safety and that of others who may be affected by acts or omissions

at work

Report any accidents, incidents or near

misses as soon as reasonably practicable

Manage own work life balance and

general wellbeing, including any relevant pressures in respect of lone working,

travel, difficult environments and challenging situations.

3.4

Data Protection

and Confidentiality

Comply with all the requirements of the

Data Protection Act, other relevant legislation and Caldicott principles whilst

carrying out the duties of your role

Ensure the confidentiality of all information

relating to patients, staff, volunteers, visitors or contractors, and of

financial and commercial information.

3.5 General

Be aware of and adhere to Hospiscare

policies and procedures at all times

Take part in progress/performance

reviews throughout the year

Cooperate with other Hospiscare departments

Attend training courses and complete

online training modules as required to meet the requirements of the post

Take responsibility for own personal

development, seeking out opportunities to learn new skills

Undertake any other duties as requested

by management which are reasonably deemed to be within the scope of the role.

3.6 Other

Apply the Hospiscare values and behaviours to every

aspect of the role at all times

Promote and maintain the brand standards of

Hospiscare.

Additional requirements

Essential

• Willing to work in different Hospiscare locations occasionally if required

Experience

Essential

• Demonstrable experience in a customer facing service environment
• Demonstrable secretarial/administrative experience
• Demonstrable experience of using databases, including entering data
• Demonstrable experience of taking notes at meetings and producing minutes

Desirable

• Audio typing
• Experience of interrogating data and producing reports
• Experience of setting up systems and processes from scratch
• Experience in a health care setting
• Experience of working under appropriate supervision as part of a multi-disciplinary team and of multi-agency partnership working
• Experience of providing and receiving complex sensitive information

Knowledge

Essential

• Understanding of patient record databases
• Understanding of the General Data Protection Regulation (GDPR)
• Awareness of the work of hospices and of Hospiscare

Desirable

• Understanding of the complexities of working with individuals at times of distress and conflict
• Understanding of the importance of effective team working in a healthcare context

Personal attributes

Essential

• Able to prioritise own workload on a daily basis, using initative to solve problems and improve ways of working
• Able and willing to work flexibly as part of a team, juggling competing priorities in a rapidly changing environment
• Able to remain calm under pressure and to manage stressful situations in a professional manner.
• Commitment to continuing professional development.
• Ability to act as a patient advocate
• Awareness of Equality, Diversity and Inclusion in all aspects of work

Skills

Essential

• Developed communication skills
• Developed organisational skills
• Developed IT skills

Qualifications

Essential

• General education to GCSE level or equivalent, including maths and English at Grade C/4 or above

Desirable

• Communication Skills training