Referral Co-ordinator

Job responsibilities

Management of service

To receive referral information predominately from UHP or LCC. Acting as first point of enquiry. Booking and monitoring referrals into the service.

Share information with those who are required in the implementation of the plan; this may include reablement therapy services, long term conditions nurses, specialist nurses etc.

Completing and sending referrals for planned resources as appropriate.

Providing good quality advice and information to both customers and professionals within own limitations appropriately.

Complete administrative activities associated with implementing the customer plan; this will include documentation of all customer/service-related contacts.

Ensure that all components of the customer plan are implemented as requested i.e. monitor actions and ensure have been completed and are delivering the required responses.

To raise any issues that affects the implementation of the plan to the original Responder or Team Leader.

To action any alternative options as discussed with the Responder or Team Leader.

Maintain accurate up to date patient records

To collect and enter statistical data relevant to the service in line with Livewell Southwest and DTA policies and procedure, this includes audit

Support the management team to ensure that internal and external communication system are in place

Respond to telephone, email and written queries on behalf of the service, including call handling conjunction with line manager

Maximise the use of electronic systems to enable effective management of the service area such as Microsoft Office and patient record systems.

Ensure that all office support services e.g. post, fax, filing, photo copying, are delivered in a timely manner.

Be compliant with the Data Protection and record management policies and procedures with particular reference to confidentiality and safeguarding issues.

Be compliant with the Data Protection and record management policies and procedures with particular reference to confidentiality and safeguarding issues.

Communication

On a daily basis communicate relevant information to a variety of services/agencies which will include; GPs, specialist nurses, care agencies, customers, families/carers, voluntary agencies and others.

Communication may take a variety of forms i.e. telephone, e-mail, face to face; teams, to ensure that the appropriate medium is used and information is provided in a confidential manner, professionally and appropriate.

Ensure all communication complies with organisational and national policies and procedures.

To remain flexible and responsive to urgent requests to ensure provision of an efficient and effective service.

Maintain accurate up to date patient records

To collect and enter statistical data relevant tot eh service in line with Livewell South west and department policy and procedure.

Organisational

To manage and prioritise workload while ensuring responses to deadlines are met in an environment where the workload is essentially predictable

To ensure recording, completion and maintenance of accurate and up to date documentation on required/appropriate systems i.e. Care First 6, iPM and ePEX in accordance with national and organisational legislation, policies and procedures.

Report any data/telephony/system faults and queries.

To take a flexible approach in supporting the work of the team/group.

To collect and enter statistical data relevant to the work in line with organisational and team policies and procedures.

To be aware of and implement the organisations policies and procedures including health and Safety; the prompt recording of any accident, incident or other untoward event involving self, customers or other staff, taking reasonable care for personal health and safety and adhering to organisational policies.

To keep updated of policy changes and developments with the organisation and implement relevant policies, protocols and guidelines.

Clinical

To seek advice and supervision from staff within the team as necessary to ensure appropriate auctioning of customer plans.

To ensure that individual customers, their relatives and carers, are fully informed of and consent to the proposed plan. Due to the diverse and complex nature of the customer group this requires the ability to communicate complex information and to meet a range of levels in understanding and to overcome such barriers as; hearing loss, cognitive impairment, dysphasia, pain, fear, social and cultural differences.

To provide planned and spontaneous advice and instruction on specific elements of the customer plan to relatives, carers and other agencies involved in the customers care in order to ensure consistency of approach.

To work jointly with other health and social care colleagues and services to ensure customers identified rehabilitation and care needs are met.

To liaise with the group on the assessment for, and ordering of equipment and minor adaptations in line with organisational and departmental policies and procedures.

To maintain accurate, comprehensive and up-to-date customer records in line with organisational and team policies and procedures.

To actively participate in own development and identify personal development and training needs.

To undertake supervision in line with the organisations supervisions policies.

To participate in the organisations yearly staff appraisal in line with policies including the formulation of Personal Development Plans.

To attend mandatory and relevant training.

To contribute to the development of the role profile

To support new team members of all disciplines.

Staff management & development

Demonstrate own activities to new or less experienced employees.

Financial management

To process and pass for payment all relevant invoices in a timely manner in accordance with business process, with support of line manager

Monitor stock e.g. stationery and order supplies and equipment as required within the business area.

Undertake surveys or audits as directed.

Qualifications

Essential

• oEducated to vocational qualification level 3 in administrative related subject or equivalent level of qualification or significant equivalent previous experience and knowledge
• oMinimum level 2 Literacy and Numeracy

Desirable

• Diploma level health and social care / customer services

Knowledge

Essential

• oAbility to use range of software applications including word and Excel
• oUnderstanding of general office working procedures
• oUnderstanding of confidentiality & data protection act
• oAble to build effective working relationships with customers and colleagues/staff

Desirable

• Ability to use Business applications and patient record systems , i.e. CF6
• Systmone
• Understanding of MDT working

Experience

Essential

• oEvidence of decision making and resoling work issues
• oSubstantial experience of working in an administrative environment using computerised data systems.

Desirable

• Experience of working in health or social care environemt
• Experience working in referral management setting
• Proven relevant experience of working with vulnerable and older people

Other requirements

Essential

• Able to work flexibly to support the team and system demands

Skills

Essential

• Good writing, typing, data entry and telephone skills ensuring accuracy.
• oAbility to communicate verbally and in writing to a good level (face to face and over the telephone)
• oAbility to prioritise own workload
• oAbility to work effectively as part of a team.
• oAbility to use initiative organising own workload to set deadlines within the scope of role
• oOrganised, efficient and accurate
• oFlexible and adaptable willing to learn new skills
• oAble to analyse problems and initiate appropriate solutions effectively
• oAble to apply tact and sensitivity to establish trust and support

Desirable

• Ability to produce reports in variety of formats.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).