Patient Choice Facilitator

2 weeks ago

Torquay, United Kingdom Nhs Devon Integrated Care Board Full time

Job summary The Devon Referral Support Service (DRSS) is a dynamic team that works on behalf of GP practices and providers to promote the safe and equitable application of referral pathways, commissioning policies and patient choice.
The Devon Referral Support Service is an integral part of the wider Delivery directorate and enacts the relevant strategic and operational asks of the directorate.
Supporting referrers and their patients on the referral pathway by processing and signposting referrals appropriately.
The post holder will be the main point of contact over the telephone for patients, their carers' and staff from NHS and independent hospitals, working within the DRSS contact centre.
The work will involve coordinating referrals and booking appointments for patients over a range of elective specialties commissioned by the NHS Devon.
Under the NHS Choice Framework, patients will be offered a choice of treatment options, dates and locations.
As part of this role, there will be a requirement to work in a matrix and flexible way across multiple areas/teams to support business needs.
The objectives of the role will be regularly reviewed to align to organisational priorities.
The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role.
The job holder will carry out any other duties as may reasonably be required by their line manager.
Main duties of the job Working with the Devon Referral Support Service (DRSS) contact centre as the main point of contact over the telephone for patients, their carers' and staff from NHS and independent hospitals.
Answering telephone calls, in a timely, polite manner.
Taking appropriate action and seeking advice from colleagues as needed.
Recording accurate messages and passing on to the relevant departments/person.
Delivering an effective and competent level of clerical support and consistently deliver a "patient-focused" service which promotes good customer service and effective working relationships.
Coordinating referrals and booking appointments for patients over a range of elective specialties commissioned by NHS Devon.
Under the NHS Choice Framework, patients will be offered a choice of treatment options, dates and locations.
Carrying out a check on each patient's referral to identify the appropriate outcome for the patient.
Using reference materials provided, you will identify suitable services to offer appropriate choice of appointment and location to the patient.
Be polite, patient, professional and empathetic when speaking to callers on the telephone.
Recording referral information accurately on a bespoke DRSS database.
The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the Department and the Organisation.
About us 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.
For more information, visit our ICS website and our NHS Devon website Job description Job responsibilities Please see the attached Job description and person specification for full details of the role and responsibilities.
DRSS are currently based at Pomona House, Torquay, however, this base will change to Pynes Hill, Exeter within the next two-year period.
The wider NHS Devon ICB departments are based at 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.
Interviews will be held at the NHS Devon ICB Pynes Hill office in Exeter week commencing 20 January 2025.
Person Specification Knowledge, Training and Experience Essential Educated to NVQ 3 level in a relevant subject or equivalent level of qualification or significant equivalent previous experience.
Demonstrable experience of working in an administrative environment and working with computerised data systems.
Working knowledge of Microsoft Office including Word and Excel, Teams, PowerPoint, OneNote, Outlook.
Desirable Experience of working in a health care environment.
Awareness of a range of Health Services provisions.
Knowledge of NHS issues.
Understanding of Data Protection legislation.
Skills and Ability Essential Clear communicator with good writing, data entry and telephone skills.
Ability to work effectively as part of a team.
Problem solving skills.
Time management skills Advanced keyboard skills with a high degree of accuracy for minute taking and data input Other Essential Understand of and commitment to equality of opportunity and good working relationships.
Able to work on own initiative, organising and prioritising own workload to set deadlines.
An ability to maintain confidentiality and trust.
Good time keeping.
Flexible and proactive approach to work.

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