Administrator Referral Management Centre

Found in: Talent UK C2 - 2 weeks ago

Leyland, United Kingdom Midlands and Lancashire Commissioning Support Unit Full time

Job summary

The Referral Management Centre was established to support the national Patient Choice agenda whereby patients waiting for treatment are offered the choice of where to be treated, by which health professional and the date and time of their appointment.

Who we're looking for

Due to the development and expansion of the service an exciting and challenging opportunity has arisen for a number of Referral Management Administrators in our telephone call centre based at Leyland House, Leyland.

We are looking for enthusiastic, self-motivated and highly organised individuals for these key posts who will thrive on the challenge of working in this demanding and developing environment and are able to provide a high-quality service to patients, clinical staff and managers across a range of partner organisations.

You will have a broad and flexible range of skills including excellent communication skills both on the telephone and in writing. You will also have the ability to work under pressure.

You will have the ability to work independently and as part of a team where you will be expected to contribute towards the continued development of the Choice/e-referral Agenda.

Midlands and Lancashire Commissioning Support Unit recognises the value serving personnel, reservists, veterans, and military families bring to our business and would encourage people from the armed forces community to apply for our vacancies.

Main duties of the job

To provide a comprehensive administrative service to support all functions of the Referral Management Centre (RMC). The RMC provides a first-line point of contact (by telephone) for patients and general practitioners throughout the referral process. The department oversees the monitoring and management of referrals, the management of appointment and transport bookings and the development of electronic referrals and booking. These require regular liaison with primary, community and secondary care providers. The post holder will be required to undertake a range of tasks, including use of the Integrated Referral Gateway, e-referral, the electronic community system (RIO), implementation of PTS criteria and use of the web-based ambulance booking system.

It is vital that the post holder has excellent customer service and communication skills and is able to work in an organised manner under pressure, with minimal supervision

About us

The NHS is the biggest employer in Europe. It's a world-renowned institution and an exciting place to work, full of challenges and opportunities.

NHS Midlands and Lancashire Commissioning Support Unit (MLCSU) is one of the biggest and best-performing commissioning support units in the country, with among the highest levels of staff and customer satisfaction. We work together as a team of over 1,800 expert staff based across the Midlands and North West to make a difference - for our customers, patients and communities.

Offering a full range of professional services to clinical commissioning groups (ICBs), hospital trusts, local authorities, integrated care systems (ICSs) and other public bodies across the country, our NHS values underpin everything we do.

In return, we provide a supportive environment in in which to learn and develop, with the opportunity to further your skills and career within and exciting and evolving environment.

MLCSU is committed to our process of redeployment at risk members of our existing workforce to new roles. As such, all job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.

Job description

Job responsibilities

Key Responsibilities

Responsible for timely, accurate electronic recording of referrals into the relevant booking system from GP Practices

To liaise and support GP practice staff in both the referral process

To respond pro-actively to queries from patients and GP practices

To deal with enquiries from a range of sources including clinicians, managers and members of the public

To maintain high standards of customer service at all times, responding sensitively to patients who are emotional and/or distressed

To offer patients a choice of provider for their onward care needs, with a date, time and setting appropriate to them in line with NHS Englands Choice Agenda

Taking patients through eligibility criteria over the phone for patient transport bookings into secondary care

To be responsible for the accurate input of confidential patient information onto manual and computer systems

To attend and take part in departmental meetings

To maintain a robust approach to data quality and patient confidentiality

To adhere to the RMC & NHS Midlands & Lancashire Commissioning Support Unit policies & procedures

Person Specification

Experience

Essential

Customer care experience gained in a similar service sector. Able to converse in a positive manner with all levels of staff and customers.

Qualifications

Essential

A good standard of general education inc Maths and English

Skills

Essential

Experience of Microsoft Office Programmes. Able to demonstrate an understanding of issues relating to confidentiality.

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