Job summary
The Referral coordinator will provide administrative support to the service and will be responsible for managing a team of administrators. They will work within service level standards to deliver an efficient and effective service; dealing with telephone and personal enquiries from patients, carers and members of the public, GP's and other healthcare professionals.
This role will involve working collaboratively with our Urgent Community Response Teams, clinical services and other team co-ordinators. We are looking to appoint a candidate who can communicate effectively with others, demonstrate a positive and proactive attitude and strive to achieve high standards of patient care. The role will involve using various IT packages so good computer skills are essential.
The Post holder will be covering various shifts 8:00am to 9:00pm, 7 days a week. We are looking for a post holder who could work a minimum 3 evening shifts from 1:00pm to 9:00pm.
With agenda for change there are enhancements for hours worked evenings and weekends which are in addition to the salary above.
Main duties of the job
To manage the day to day running of the administration team, ensuring that administration is completed in a timely fashion and to a high standard.
To respond to urgent requests and ensure that patient needs are met, by working collaboratively with other services.
To provide line management to staff completing one to one's, appraisals and managing HR issues such as sickness and performance management.
To respond to complaints and investigate incidents, ensuring that learning is taken from these and embedded within the team.
To work as part of a wider management team, sharing best practice and identifying/implementing process improvement.
About us
EPUT are looking for motivated staff who shares our Trust values of Care, Learn and Empower. In return, EPUT can offer you a range of benefits and development including;
- Season Ticket Loans
- NHS discounts for staff
- Excellent Training facilities and opportunities
- Buying and Selling annual leave scheme
- The opportunity to work bank shifts and expand knowledge and experience in other areas
- Salary Sacrifice schemes including lease cars and Cycle to Work
- Day One Flexible Employer
The Trust supports and actively encourages flexible working for all employees. We offer many options and you are encouraged to ask the recruiting manager what is possible for this role. If appointed, you will have the opportunity to apply for a flexible working request from the first day of your employment
Join our Staff bank
What is Staff Bank?
Our EPUT NHS staff bank is an entity managed by the trust that hires clinical and non-clinical healthcare professionals to take on shifts at our trust hospitals and community settings. Here at EPUT we maintain our own bank of specialist staff to ensure that we are able offer safe and effective care at all times.
All our permanent staff are automatically enrolled onto the staff bank however this does not mean you have to work any additional shifts, but the option is there for you if you wish.
If you are joining our Trust in a fixed term role, please indicate on your New Starter Paperwork that you wish to join our staff bank
Job description
Job responsibilities
To provide day to day management of a team within the Care Coordination Centre.
Identifying any potential gaps in administrative support and attempting to rectify them using alternative resources.
Ensuring that the service is adequately staffed to meet the KPIs around telephone call answering and administration KPIs.
Attending team meetings, huddles, one to ones and other meetings as appropriate to update staff on service changes and to ensure that learning from incidents is embedded.
Effectively managing changes within the team and promoting a positive working approach.
Managing, prioritising and delegating work to the team on a daily basis to meet the competing demands of the service.
Responsibility for ensuring all telephone calls are answered and processed in line with standard operating procedures (SOPs).
Responsibility for ensuring standardised processes are followed on a daily basis.
Ensuring all recorded information is accurate, up to date and factual i.e. patient and clinical outcomes and activity are recorded in a timely manner on SystmOne
Ensuring adherence to the information governance policy, including but not limited to the storage of patient information, and the safeguarding of patient data.
Ensuring a personal understanding of care pathways and points of access for Health Care Professionals.
Acting as the first point for formal complaints, identifying the complaint, documenting on Datix (incident reporting system).
Successfully embedding new processes with team members, following direction from the Senior Team Lead and the CCC Operational Manager
Supporting the Senior Team Lead and CCC Operational Manager with the creation and future development of SOPs.
Monitoring day to day service statistics to react as/when required in terms of allocating workload and changing tasks/priorities across the team.
Job description
Job responsibilities
To provide day to day management of a team within the Care Coordination Centre.
Identifying any potential gaps in administrative support and attempting to rectify them using alternative resources.
Ensuring that the service is adequately staffed to meet the KPIs around telephone call answering and administration KPIs.
Attending team meetings, huddles, one to ones and other meetings as appropriate to update staff on service changes and to ensure that learning from incidents is embedded.
Effectively managing changes within the team and promoting a positive working approach.
Managing, prioritising and delegating work to the team on a daily basis to meet the competing demands of the service.
Responsibility for ensuring all telephone calls are answered and processed in line with standard operating procedures (SOPs).
Responsibility for ensuring standardised processes are followed on a daily basis.
Ensuring all recorded information is accurate, up to date and factual i.e. patient and clinical outcomes and activity are recorded in a timely manner on SystmOne
Ensuring adherence to the information governance policy, including but not limited to the storage of patient information, and the safeguarding of patient data.
Ensuring a personal understanding of care pathways and points of access for Health Care Professionals.
Acting as the first point for formal complaints, identifying the complaint, documenting on Datix (incident reporting system).
Successfully embedding new processes with team members, following direction from the Senior Team Lead and the CCC Operational Manager
Supporting the Senior Team Lead and CCC Operational Manager with the creation and future development of SOPs.
Monitoring day to day service statistics to react as/when required in terms of allocating workload and changing tasks/priorities across the team.
Person Specification
Experienced Team Leadership
Essential
- Experience of managing a team of 3 or more people
Desirable
Understanding of Health Service
Essential
- 2 years experience in the NHS
Desirable
- Evidence of working in a busy administration department
Communication Skills
Essential
- Ability to deal tactfully with people at all levels and with potentially aggressive patients
Desirable
- Experience in high volume call environment
IT skills
Essential
- Experience of SystmOne or equivalent clinical systems
Desirable
Qualifications
Essential
- GSCE (or equivalent) passes at Grade C or above
Desirable
- Evidence of Qualifications
Person Specification
Experienced Team Leadership
Essential
- Experience of managing a team of 3 or more people
Desirable
Understanding of Health Service
Essential
- 2 years experience in the NHS
Desirable
- Evidence of working in a busy administration department
Communication Skills
Essential
- Ability to deal tactfully with people at all levels and with potentially aggressive patients
Desirable
- Experience in high volume call environment
IT skills
Essential
- Experience of SystmOne or equivalent clinical systems
Desirable
Qualifications
Essential
- GSCE (or equivalent) passes at Grade C or above
Desirable
- Evidence of Qualifications
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.
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).
Additional information
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.
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).
