Referral Hub Administrator

To provide high quality administrative support to Ealing Community Referral Hub Children's and Young peoples services working with Ealing Community Partners (ECP), through managing all referral related work based in a call centre environment.

Referral Hub administrators check eligibility and register referrals in both the Hub SystmOne Unit and Sevice specific SystmOne units and where appropriate, arrange clinical triage and/or book appointments via telephone, opt-in text or letters, and direct booking.

It is also the main telephone service for patients arranging an enquiry about their care.

The normal working hours for the SPA is Monday-Friday, 8.30am - 5.00pm
- To follow Ealing Community Referral Hub, Ealing Community Partners processes and policies, contributing to potential changes as appropriate
- To have detailed knowledge of a selection of services within Ealing Community Partners Children and Young Persons Services
- To be responsible for some specific tasks within the Ealing Community Referral Hub administrative team.
- To work within the scope of the service performance management and adhere to deadlines and targets
- To participate in mandatory training and specific relevant on the job training, as required
- To keep up to date with the relevant developments in administrative systems, processes and clinical services
- To ensure that all telephone enquiries are handled politely and sympathetically in a professional manner, ensuring that all messages are passed on to the appropriate person in a timely and accurate way
- To be able to manage challenging conversations with patients or escalate to a supervisor as necessary
- To monitor incoming SystmOne tasks and action appropriately
- To receive complex or sensitive information when liaising with referrers and clients
- To process referrals, verifying data is correct, under the correct clinical service.
- To prioritise clinical referrals in line with the referrer reported urgency and recognise when they need to be passed onto a clinician for additional clinical guidance

As an NHS Trust we strongly encourage and support vaccination as this remains the best way to protect yourself, your family, your colleagues and of course patients and service users when working on our healthcare settings.
- To allocate patients/clients onto the correct waiting lists.
- To monitor waiting lists and book into clinician diaries /rotas at the appropriate time
- To assist clinicians/clinical services to manage their diary/rotas, fill effectively and maximise patient contact time
- To maintain accurate and clear records
- To manage own workload and work without supervision
- To work flexibly with colleagues to ensure that work flow is managed between different tasks and ensures cover over breaks.
- To use effective communication skills and promote a positive image of the Trust and the team at all times
- To review incoming referrals for data completeness and to liaise with referrers where additional information is required or the referral does not meet service criteria
- To communicate with a wide range of people, including patients, carers, GPs, clinicians, work colleagues and other professionals on a range of matters on a daily basis. This communication will be verbal, written or electronic
- To act as a responsible team member, reporting/solving problems as they arise
- To book interpreters for patient appointments where required, to ensure equity of access for patients. To keep records of relevant information for audit and tracking purposes
- Liaison with clinical teams and clinical managers for referrals requiring clinical triage and taking appropriate action as directed upon receipt of the triage decision
- To deputise for the Admin Supervisor as required