Patient Choice Facilitator

4 months ago

Torquay, United Kingdom NHS Devon Integrated Care Board Full time

You’ll be working with Devon Referral Support Service (DRSS) call centre as the point of contact over the phone for patients & other stakeholders

You’ll answer phone calls in a timely polite manner, taking action & seeking advice from colleagues as needed, taking messages & passing onto relevant departments/people

You will deliver an effective & competent level of clerical support & consistently deliver a patient-focused service which promotes good customer service & effective working relationships

You will be coordinating referrals & booking appointments for patients over a range of specialties commissioned by NHS Devon. Patients will be offered a choice of treatment options, dates & locations

Carrying out a check on each patient’s referral to identify the appropriate outcome for the patient

Using materials provided, you will identify suitable services to offer choice of appointment & location to patients

You will be polite, patient, professional & empathetic when speaking to callers on the phone

Recording referral information accurately on the DRSS database

Use your initiative to problem solve & answer queries

The job description & person specification are an outline of the tasks, responsibilities & outcomes required of the role. The job holder will carry out any other duties as may reasonably be required by their manager

The job description & person specification may be reviewed on an ongoing basis in accordance with the needs of the Department

Knowledge, training, experience

A proven ability to provide excellent customer service & work with the public

Clearly communicate information over the phone & work under pressure, dealing with callers who have challenging needs

Fluent with all aspects of Office365 & good keyboard skills

The NHS Choice Framework

NVQ3 in Administration or equal level of knowledge & experience

The dexterity to use multiple systems simultaneously

Duties

Handle incoming & outgoing calls, in a pleasant & helpful manner

Give a choice of hospitals to patients via e-Referral Service

Triage referrals identifying appropriate services to book patients in to

Record information accurately on internal database

Meet targets relating to referrals processed & accuracy

Ensure own knowledge is up to date

Adhere to information governance, data protection & confidentiality rules

The ability to prioritise your workload & adjust plans at short notice

Make decisions autonomously & refer to their line manager when required

Office environment

Most of your time will be spent at a desk, operating a keyboard & the phone system simultaneously

The team is based in an open plan office where volumes can vary

When talking to patients there can be a need to deliver unwelcome news when clinical criteria for treatment isn’t met

You will encounter worried & distressed patients & relatives

Deal with complaints appropriately, resolving where possible & escalating to the line manager when necessary

NHS Devon Integrated Care System

As an Integrated Care System (ICS), we recognise now more than ever that we can only provide the care that people really need by working together. Together for Devon therefore represents a partnership where health and care services work together with local communities to improve peoples health, wellbeing and care. It aims to transform health and care services so they are clinically, socially and financially sustainable.

**Our vision is simple**: equal chances for everyone in Devon to lead long, happy and healthy lives. To achieve this, we have set out six ambitions for the next five years that will help us transform services including: Effective and efficient care, embedding the Integrated Care Model, the Devon deal (a citizen-led approach to health and care), Children and young people, Digital Devon and ensuring Equality.

About NHS Devon

As part of the Devon ICS, NHS Devon Integrated Care Board is responsible for the majority of county's NHS budget, and develops a plan to improve peoples health, deliver high-quality care and better value for money. The organisation is led by a diverse board, with an aim to improve peoples lives in Devon wherever they live, to reduce health inequalities and make sure we can deliver these services for the long term.

Please see the attached Job description and person specification for full details of the role and responsibilities.

DRSS remain based at Pomona House, Torquay whereas NHS Devon have recently moved to a new office based in Pynes Hill, Exeter.

Over the next few years there may be plans for DRSS to move to the new central, office based in Pynes Hill, Exeter.

The wider organisation continues to embrace the benefits of agile, hybrid working, however this is an operational role that requires regular onsite working and full competency in role before hybrid working may be considered.

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