RSS Team Co-Ordinator

3 months ago


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

Job summary

An exciting opportunity has arisen for a full time ( hoursper week), Band 4 Team Coordinator role, based at West Offices, York. Thesuccessful applicant will be responsible for supporting the RSS Deputy Managerto provide team leadership to ensure service users are provided with anexcellent patient experience, processing referrals accurately and in timelymanner.

The Referral Support Service is a patient focused service,ensuring patients receive excellent customer service throughout their patientjourney. We are a friendly and supportive team, dedicated to ensuring teammembers are trained and developed to reach their full potential as individuals.A full induction and training period will be undertaken to achieve this.

Weare looking for an enthusiastic and motivated person who is flexible andadaptable and has excellent administrative and customer service skills. Experiencein a customer or patientfocussed team leader role is desirable

Main duties of the job

Provide team leadership for Referral Administrators,handling and responding effectively to queries raised by them and issuesaffecting the referral process Supporting staff in day-to-day activities asdirected, enabling them to meet KPIs.

Liaising with stakeholders and passing on relevant information to appropriateteam members sensitively and autonomously. Escalating to line manager whennecessary.

To provide an administrative review of referrals receivedthrough the Gateway referral software and ensuring that they meet ICB pathwayreferral criteria. Notifying GPs of additional data required or reasons forreturn of referral. Communicating return reasons effectively and able tojustify reasoning if challenged, seeking advice and guidance from IFR whereappropriate

Supporting the induction andtraining of new team members and training other colleagues on work systems asrequired.

About us

NHS Humber and North Yorkshire Integrated Care Board (ICB) is responsible for planning and arranging the provision of NHS services to meet the diverse health needs of a population of million people. Our area reaches over 1,500 square miles and includes the cities of Hull and York and the large rural areas across East Yorkshire, North Yorkshire and Northern Lincolnshire. The ICB is part of the Humber and North Yorkshire Health and Care Partnership, one of 42 Integrated Care Systems (ICS) across England to meet health and care needs, coordinate services and plan in a way that improves population health and reduces inequality between groups. The Health and Care Partnership comprises of NHS organisations, local councils, health and care providers and voluntary, community and social enterprise (VCSE) organisations.

Job description

Job responsibilities

Thepost holder will be required to offer support and expertise within the ReferralSupport Service to ensure a smooth referral process for individual patients.

Thepost holder will be required to demonstrate excellent organisational andadministrative skills and have the ability to work independently, usingdiscretion, judgement and critical analysis where appropriate.

Thepost holder will act as a point of contact for queries relating to patientswishing to access referral pathways, GPs/Practice staff and provider services,representing the organisation and projecting a professional and confident imageat all times. They will need to work autonomously to ensure this support isdelivered, using their own initiative to respond to unexpected and sometimesunusual, highly emotive and/or sensitive issues, escalating them to seniorcolleagues where appropriate.

Thisrole will primarily be office based and will involve a high level of computeruse.

Person Specification

Experience

Essential

Clear communicator with excellent writing, data entry and presentation skills: capable of constructing and delivering clear information/ instructions to staff and service users Ability to work under pressure in a busy working environment and able to multi-task Effective team working Ability to maintain concentration and manage frequent interruptions

Qualifications

Essential

NVQ Level 3 or equivalent Diploma level qualification in a relevant subject, or equivalent level of qualification, or significant equivalent previous proven experience In depth understanding of administrative systems and processes. Demonstrable experience in dealing with the public and dealing with sensitive and confidential information. Intermediate knowledge of IT systems and software programmes such as Outlook, Word, Excel, Powerpoint and Access.

Desirable

Working knowledge of the NHS e-Referral System Understanding of Confidentiality and Data Protection Act. Knowledge of NHS issues and function of Integrated Care Boards

Knowledge and Skills

Essential

Understanding of and commitment to equality of opportunity and good working relationships Ability to work without supervision Able to work on own initiative, organising and prioritising own and others workloads to changing and often tight deadlines

Desirable

An ability to maintain confidentiality and trust Professional, calm and efficient manner Commitment to continuing professional development Positive and flexible approach to work
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