Job summary
We are looking to add to our team who provide comprehensive administration services to support all functions of the Patient Access Centre (PAC), in delivering an effective and timely referral management service.
The role of the referral management administrator is vital in ensuring that GP referrals are uploaded from the national referral system to the Trust triage system to enable our clinical staff to triage. The team then upload the triaged referral to our Trust patient database waiting list ready for our booking team to book an appointment. The referral management team process external and internal referrals on our Trust systems.
So if you have experience of working in a busy office environment and have excellent communication and administration skills and are computer literate, we would like to hear from you.
Main duties of the job
Key relationships of the role is with the booking team and the services in the Trust
Excellent communication skills are required as well as attention to detail as the role requires the post-holders to read referrals and ensure that they are processed to the correct service and that post triage the referral is either rejected back to the referrer or placed correctly on the waiting list for the booking team to process.
To view the main responsibility, please see the attached the Job Description and Person Specification
About us
London North West University Healthcare NHS Trust (LNWH) cares for the people of Brent, Ealing, Harrow and beyond.
Our team of more than 8,200 clinical and support staff serve a diverse population of almost one million people.
We run major acute services at:
- Northwick Park Hospital: home to one of the busiest emergency departments (A&E) in the country. The hospital provides a full range of services including the country's top-rated hyper-acute stroke unit and one of only three hyper-acute rehabilitation units in the UK
- St Mark's Hospital: an internationally renowned specialist centre for bowel disease
- Ealing Hospital: a busy district general hospital providing a range of clinical services, as well as 24/7 emergency department and urgent care centre, and specialist care at Meadow House Hospice
- Central Middlesex Hospital: our planned care site, hosting a range of surgical and outpatient services and collocated with an urgent care centre.
We are a university teaching NHS trust, in recognition of the important role we play in training clinicians of the future and bringing the benefits of research to the public.
The Trust Access Centre is a central hub dealing with Trust referrals on behalf of the services. There are approximately 50 staff which work in our call centre, booking teams or referral management team.
Job description
Job responsibilities
KEY RESPONSIBILITIES
- To register patients on PAS in the appropriate service following trust standard operating policies.
- To liaise with booking co-ordinator colleagues in providing a quality service to our patients by ensuring all referrals are registered within the timescales specified in PAC procedures.
- To effectively use email and IT systems to retrieve, save and upload referrals.
- To be able to identify those referrals requiring triage and to escalate delays or problems in the triage system to supervisors.
- To communicate with clinical or admin staff as necessary to resolve referral or triage queries.
- To communicate in a manner that is consistent with Trust policies and procedures whilst presenting a positive image of the service.
- Daily inputting onto a number of databases, ensuring all data is recorded accurately and in a timely manner.
- To be responsible for the safe storage of data and information in accordance with Trust policies.
- Daily management of own workload, seeking clarification from a Supervisor when required.
- Implementing new procedures, sometimes with immediate effect, in conjunction with the supervisor.
- Adhering to policies and procedures within the PAC at all times
- To maintain a robust approach to data quality and patient confidentiality whilst handling confidential, complex and sensitive patient clinical information on a daily basis.
- To ensure that Trust Confidentiality and Data Protection policies and procedures are followed at all times.
- Act responsibly as a team member, reporting problems as they arise.
- Maintain a high level of concentration at all times due to the varied number of tasks required to deliver the range of services provided by the PAC.
To view the main responsibility, please see the attached the Job Description and Person Specification
Job description
Job responsibilities
KEY RESPONSIBILITIES
- To register patients on PAS in the appropriate service following trust standard operating policies.
- To liaise with booking co-ordinator colleagues in providing a quality service to our patients by ensuring all referrals are registered within the timescales specified in PAC procedures.
- To effectively use email and IT systems to retrieve, save and upload referrals.
- To be able to identify those referrals requiring triage and to escalate delays or problems in the triage system to supervisors.
- To communicate with clinical or admin staff as necessary to resolve referral or triage queries.
- To communicate in a manner that is consistent with Trust policies and procedures whilst presenting a positive image of the service.
- Daily inputting onto a number of databases, ensuring all data is recorded accurately and in a timely manner.
- To be responsible for the safe storage of data and information in accordance with Trust policies.
- Daily management of own workload, seeking clarification from a Supervisor when required.
- Implementing new procedures, sometimes with immediate effect, in conjunction with the supervisor.
- Adhering to policies and procedures within the PAC at all times
- To maintain a robust approach to data quality and patient confidentiality whilst handling confidential, complex and sensitive patient clinical information on a daily basis.
- To ensure that Trust Confidentiality and Data Protection policies and procedures are followed at all times.
- Act responsibly as a team member, reporting problems as they arise.
- Maintain a high level of concentration at all times due to the varied number of tasks required to deliver the range of services provided by the PAC.
To view the main responsibility, please see the attached the Job Description and Person Specification
Person Specification
Education and Qualifications
Essential
- GCSE in English and Maths
Desirable
Knowledge and Experience
Essential
Desirable
Skills, Abilities and Attributes
Essential
HEART values
Essential
Person Specification
Education and Qualifications
Essential
- GCSE in English and Maths
Desirable
Knowledge and Experience
Essential
Desirable
Skills, Abilities and Attributes
Essential
HEART values
Essential
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
