Bereavement (& Pals) Co-Ordinator

Job summary *30 Hours per week (to include Monday, Tuesday & Friday, other days are flexible excluding weekends)* We are seeking an enthusiastic and highly motivated Bereavement (& PALS) Co-ordinator with excellent communication and organisational skills.
The candidate should be an excellent team player who wants to achieve the best possible outcome for patients, relatives and colleagues.
The post holder will be primarily responsible for delivering a 'front of house' contact point to which patients, relatives and carers can raise concerns and questions.
You will facilitate solutions or resolutions by working alongside the PALS officers and supporting the bereaved with practical arrangements following the death of a patient by working alongside the Bereavement Coordinators.
Day to Day duties will include providing reception cover, setting up the day in both services, preparing records for scrutiny by the Medical Examiners and triaging new enquiries.
Your role will be primarily within the Bereavement service but also providing cover within the PALS service to ensure the daily targets and priorities are achieved.
Main duties of the job To welcome visitors to the PALS/Bereavement office.
Answer telephone queries, email enquiries and written requests for information and/or advice.
Provide cross cover across bother services as instructed by the PALS & Bereavement Administrator/PALS & Bereavement Manager.
Responsible for managing compliments received through PALS and sharing these with the relevant areas/department managers.
To document details of concerns from patients, relatives and visitors on the PALS database (Datix ICLOUD) and ensuring these are passed on to the appropriate team member.
Responding to emails for PALS & Bereavement including filing and ensuring all DATIX enquiries are up to date.
Provide an autonomous sensitive, sympathetic service for bereaved families/next of kin and to ensure the correct procedures are followed at all times.
About us Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey.
All of our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance.
We have also entered into a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.Our Excellence ValuesCompassionAccountabilityRespectIntegrityCourageWe want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone's full potential.
As an organisation, we value how we communicate and promote our vacancies to all communities.The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals.We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.We have active Networks that promote and support colleagues from all ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.
Job description Job responsibilities Liaise with clinical staff, wards and medical examiners to secure a completed medical certificate cause of death (MCCD).
Arranging meetings with senior staff members & clinical team responsible for deceased patients care as appropriate.
Guide and support families through the financial applications relating to Hospital Contract Funerals.
Awareness of cultural differences which may impact bereavement processes/arrangements.
Ensure medical certificate cause of death (MCCDs) are correctly completed.
Providing PALS & Bereavement training/awareness sessions across the trust.
To escalate any concerns requiring immediate action to the PALS & Bereavement Administrator/PALS & Bereavement Manager.
To be able to manage own workload and re prioritise as appropriate.
Acknowledge all contacts received in accordance with the PALS process & guidelines.
Accurately log all contacts received using the PALS database and DATIX ICloud systems.
Respond efficiently and appropriately to concerns, complex issues including a range of enquires, ensuring these issues are resolved as quickly as possible and escalated where necessary.
Assist PALS & the PALS & Bereavement Manager with the development and maintenance of information for patients.
To have a good understanding of external services available to patients/relatives and signposting accordingly.
Scan and log any letters/other correspondence received in PALS & Bereavement.
Filing medical records on behalf of the Bereavement Service.
Collecting medical records on behalf of the Bereavement Service.
Reviewing medical notes and identifying information required to complete forms on behalf of the Bereavement Service.
To tidy and maintain a stock of information leaflets for the PALS/Bereavement Service.
To carry out any other administrative duties as instructed by the PALS & Bereavement Manager.
Undertake any other duties consistent with the post as determined by the PALS & Bereavement Administrator / PALS & Bereavement Manager.
Occasional support required in wider team areas (Complaints Service & Patient Experience).
Responsible for maintaining an up-to-date contact list of medical staff.
Escalating any issues that may cause delays to families/NOK.
To participate in annual appraisal to ensure that performance targets are appropriate to the identified needs of the Service, and to use this process to identify professional development needs in accordance with the Service needs.
To undertake any other duties consistent with the post as determined by the PALS & Bereavement Manager.
To develop and maintain excellent working relationships with a range of professionals, including medical examiners, coroners office, registrar of birth and deaths, medical staff, primary care, social services, funeral directors, chaplains, local councils and solicitors.
Flexible working hours may be required during extremely busy periods.
Other Information: The post holder may be required to carry out other relevant duties as required The post holder will be expected to participate in the Trusts objectives, contractual obligations and governance agenda.
The post holder will make themselves familiar with, and adhere to, at all times, the policies and procedures of the Trust The post holder will adhere to, at all times, any Professional and NHS Code of Conducts for their area of work.
The post holder will be expected to work to any Directorate/Department objectives and standards set in order to provide an acceptable level of service The post holder will act, at all times, in a courteous, dignified and respectful manner when dealing with patients, staff and visitors to the Trust Health and Safety: The postholder is expected to ensure a healthy and safe environment exists in the department at all times.
They are expected to take reasonable care for their acts or omissions.
Trust policies and statutory regulations should be adhered to.
Confidentiality - Attention is drawn to the confidential aspects of this post.
Any breach of confidence may result in disciplinary proceedings, which could result in dismissal and may also result in civil action for damages Information Security - The postholder is expected to safeguard the confidentiality, integrity and availability of data, whether in computerised or manual systems orstorage.
Trust policies and statutory regulations should be adhered to.
Risk Management - To ensure that clinical and non-clinical incidents are reported, recorded and analysed to improve the safety and quality of the service.
To assist with risk assessments.
Freedom of Information Act 2000 and Non-Health Records Management - The postholder is expected to comply with Trust policies and procedures on the Freedom of Information Act 2000, Non-Health Records Management and other regulations for the management of Public Records.
The Trust requires that all staff contact theFreedom of Information Manager for advice and guidance on all matters pertaining to the Freedom of Information Act.
They must also ensure that Freedom of Information requests received directly are referred immediately to the Freedom of Information Manager.
Infection Control - The postholder is expected to adhere to and promote compliance with the Trusts Infection Control Policy and associated codes of practice and take appropriate action where non-compliance is evident.Safeguarding - The postholder will comply with legislation and Trusts policies relating to safeguarding children and vulnerable adults Person Specification Skills Essential Excellent written and verbal communication skills Excellent liaison and negotiating skills.
Proven administrative and organisational skills.
Ability to work on own initiative.
Proven ability to prioritise own workload.
Ability to maintain the strictest confidentiality.
Excellent IT skills to include Microsoft systems.
Desirable Ability to work with all sectors of local communities.
Advocacy Skills.
Knowledge and Experience Essential Minimum of 2 years' experience within the NHS or other support services.
Experience of working with all levels of staff within an organisation.
Experience in dealing with difficult, high-pressured situations.
Experience of working with distressed and sometimes hostile families & visitors.
Microsoft office packages.
NHS.
Desirable Experience of delivering training sessions.
Experience of working within a Bereavement role.
Experience carrying out audit and, or research.
Knowledge of health related terminology and concepts.
Knowledge & understanding of processes in regards to certification and registration.
Good knowledge of NHS and Hospital systems.
Educations, Training and Qualifications Essential Educated to Minimum of 2 GCSE's to include English Language and Mathematics level or equivalent level of education, training or experience.
Customer Service NVQ or equivalent experience.
Knowledge of customs of other faiths and ethnic groups surrounding death.
Desirable Evidence of continued role development.