Rss Team Co-ordinator

2 months ago

York, United Kingdom Humber and North Yorkshire Integrated Care Board (857) Full time

The post holder will be required to offer support and expertise within the Referral Support Service to ensure a smooth referral process for individual patients. The post holder will be required to demonstrate excellent organisational and administrative skills and have the ability to work independently, using discretion, judgement and critical analysis where appropriate. The post holder will act as a point of contact for queries relating to patients wishing to access referral pathways, GPs/Practice staff and provider services, representing the organisation and projecting a professional and confident image at all times. They will need to work autonomously to ensure this support is delivered, using their own initiative to respond to unexpected and sometimes unusual, highly emotive and/or sensitive issues, escalating them to senior colleagues where appropriate.

This role will primarily be office based and will involve a high level of computer use. The post holder will be required to support and provide expertise to the RSS Referral Administrators within the Referral Support Service (RSS) to ensure a smooth referral process for patients accessing secondary care services. Will provide support and expertise for patients accessing primary and secondary ophthalmology appointments. Provide team leadership for Referral Administrators, handling and responding effectively to queries raised by them and issues affecting the referral process Supporting staff in day to day activities as directed, enabling them to meet KPIs.

Liaising with stakeholders and passing on relevant information to appropriate team members sensitively and autonomously. Escalating to line manager when necessary. To undertake booking of patients into clinic appointments, services such as intermediate tier 2 services and hospital outpatient clinics and ensuring that Choice and Booking outcomes are satisfactorily completed to a high standard for all patients. This includes discussing with patients by phone choice and care options available to them.

This will involve receiving and providing multithreaded and sensitive information about health issues and lifestyle changes. There could be resistance to the information or barriers to understanding. The role will also involve liaising with alternative providers to discuss waiting times, using the NHS e-RS Choose and Book software and all other appropriate IT sources To provide an administrative review of referrals received through the Integrated Care Gateway ensuring that they meet ICB pathway referral criteria. Notifying GPs of additional data required or reasons for return of referral.

Communicating return reasons effectively and able to justify reasoning if challenged, seeking advice and guidance from IFR where appropriate. To provide an administrative review of ophthalmology referrals, referring onto community optometrists for clinical triage and decision on the care pathways ie Minor Eyecare Schemes (MECS) or secondary care referral. Responsibility for ensuring clinical triage is actioned on a daily basis, outcomes recorded and patients directed to appropriate care pathways. Provide advice and guidance on relevant pathways, commissioning statements and procedures including procedures not routinely commissioned.

Ensure all communications received via the generic RSS and Choice mailboxes are actioned and distributed to relevant parties in a timely manner. Work with all team members in the collection of information for performance reporting on relevant projects particularly the Synertec mail outsourcing system. Responsible for monitoring issues/problems and resolving them where possible or escalating to line manager. Inputting, processing, monitoring and checking data using the Integrated Care Gateway (ICG), e-RS and the ophthalmology database.

Hold regular team meeting with Referral Administrators, provide minutes to line manager ensuring any concerns are escalated promptly.

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