Referral Co-ordinator

Job responsibilities

To use a variety of software packages including Microsoft Suite and bespoke packages relating to Trust informatics and patient records to produce correspondence and maintain presentations, records, spreadsheets and databases.

Communicating important/confidential/sensitive information to assigned manager/associated team.

Supporting the manager/associated team to produce the reports/papers required for meetings, ensuring they meet appropriate standards content and layout, liaising with report authors where required.

Comprehensive inbox management and filing, including emails which have been actioned or are pending.

Developing/maintaining multiple electronic filing systems.

The post holder will be expected to communicate complex and sensitive issues to a range of people, including service users, where there may be a barrier to understanding.

To be an integral link between members of the multi-disciplinary team. To handle all incoming and outgoing mail, including electronic (email).

To be first point of contact for manager/associated team. Take and forward accurate messages in a timely manager.

Produce clear and accurate written correspondence (including the composition of adhoc routine letters) e.g. letters, emails, report, referral forms and use of Trust Intranet and Internet as required.

Analytical and Judgemental Skills

To receive and open mail (paper and electronic as necessary) and distribute/dispatch accordingly ensuring appropriate action is taken with high priority material.

Assess situations, identify and resolve potential problems within own skill set. Refer and seek guidance on issues outside of post holders level of competency or authority to line manager

Deliver excellent levels of service by regularly assessing, problem solving, evaluating and reporting to assigned manager/associated team in a timely proactive manner when these standards have not been met, and enabling appropriate action to be taken. Implement planned.

actions and response, communicating changes as appropriate.

A range of factors and situations would need to be considered and comparison in a range of options based on patient need, acuity, ward availability, transport availability, staffing etc.

Planning and Organisational Skills

Meet deadlines, collate data and maintain standards relating to referral processes.

Work within a team effectively and share work streams where appropriate.

Plan and organise complex multidisciplinary meetings, some of which may involve the formulation and adjustment of plans as required in the course of the role.

Provide data and verbal reports in relation to their performance as required.

Responsibility for Patient/Client Care, Treatment and Therapy

Act as a principle point of contact for users of the service, e.g. Individuals from within/outside the Trust, people who use our services and members of the public.

Responsibility for Policy and Service Development Implementation

The post holder may be asked to contribute to audit and research projects within the service to inform service development and standards.

Implement administrative policies.

Adhere to all Trust and departmental policies and procedures relating to their role, may be required to comment on reviews.

Maintain and continue to improve knowledge and understanding of the Trust/Service including systems, policy and current issues, particularly to own area of work.

Responsibility for Finance, Equipment and Other Resources

Maintain the safe keeping of Trust property. Any concerns regarding misuse shall be raised immediately with the Trust Counter Fraud Specialist.

Ensure the proper use of the Trust resources, such as stationary, telephone usage photocopying and other consumables used within the course of business. Ensuring minimal waste and cost.

Suggest efficiency savings to more senior staff.

Responsibility for Human Resources, e.g. Supervision, Training, HR Advice and Management

The post holder has no managerial supervision responsibility but is expected to be a good example to other staff and use their experience to assist/guide new starter induction.

Provide immediate guidance and assistance in problem solving.

Responsibility for Information Resources and Administrative Duties

Keep detailed notes in care notes as to all acts undertaken to support the referral process.

Utilise information technology to create graphs and charts, posters etc.

Produce confidential correspondence and reports.

Maintain an efficient and effective filing system.

Maintaining accurate information about the Services such as organograms and contacts lists.

Keep appropriate statistical records/information as and when required by the manager/associated team for audit purpose.

Provide statistical returns when required which may involve entering statistical data onto data bases.

Develop effective and efficient administrative systems including management of email accounts and electronic and paper filing systems as well as other forms of correspondence.

The post holder should provide a weekly update to senior managers so they are aware of any pathway delays or potential breaches of targets.

To routinely attend performance review meetings and ensure that agreed actions and outcomes are requested, documented and monitored.

To be responsible for making referrals and updating the IT systems

To monitor the quality of patient pathways using Trust IT systems and act to improve the quality of information within the Trust.

To validate and analyse data and produce ad hoc reports as directed by the Service Manager

To use hospital information systems to record and review patient information of both clinical and non-clinical nature.

To assist the Service Managers with the collection and analysis of relevant metric or performance data.

To manage the transfer of patient information in line with the Trusts policies and procedures for patient records and clinic processes.

Responsibility for Research and Development

Contribute to audit and research projects within the remit of job role.

Freedom to Act

The post holder will be expected to work without direct supervision and manage their own workload. Accountable for their own actions, manager available for reference.

Prioritise own tasks, exercising a degree of independence, initiative and judgement. Assess situations, identify and resolve potential problems within own skill set. Refer and seek guidance on issues outside of post holders level of competency or authority to line manager.

Any Other Specific Tasks Required

Providing support to other bed capacity administrators through a buddy system.

Duty of Candour you must adhere to the principles of openness, transparency and the statutory duty of candour in your day to day work and conduct and encourage the same behaviours within the wider organisation.

All employees must adhere to the policy on the protection and use of personal information which provides guidance on the use of disclosure of information.

The Trust also has a range of policies which outline the appropriate use of computer equipment and computer generated information. All employees are expected to meet the requirements of these policies.

Excellent planning and organisation skills

Excellent written and verbal communication skills

Excellent attention to detail

Enthusiastic and confident to challenge

Professional telephone manner

Collegiate approach and diligent

Takes pride in their work and consistently strives to produce work of the highest standard

Seeks to deliver the best possible outcome rather than just the task at hand

Works in partnership with the Manager/associated team to understand their needs and priorities (which may change depending on workload)

Excellent time management

Experience of prioritising a varied and busy workload and using initiative

Experience of working under pressure with the ability to work to and achieve deadlines

The role will involve the development and implementation of procedures and will require a high degree of organisational skills and excellent working knowledge of bed management systems.

Experience

Essential

• Advanced IT skills in Microsoft Office Packages, i.e. Word, Excel, PowerPoint and Outlook.
• Experience or understanding of creating electronic records, electronic filing systems.
• Electronic data base management.
• Ability to manage diverse workload whilst dealing with frequent interruptions
• Ability to meet deadlines and to work under pressure.
• Exceptional organisational skills and ability to prioritise.
• Ability to work both independently and as part of a team.
• Ability to provide a high standard of secretarial support for meetings e.g. organising, booking venues and minute taking.
• KnowExcellent organisational skills.
• Ability to prioritise workload and adapt to change when required.
• Previous experience of working within an administrative or secretarial team.
• Experience of dealing with confidential and complex information.ledge of our business and how it supports patient care.

Desirable

• Ability to take accurate formal and informal minutes.
• Demonstrate good numeracy and literacy skills.
• Previous experience of working in a Healthcare or Social Care administrative setting.

Qualifications

Essential

• RSA 3 Word Processing or equivalent level of experience in practice.
• NVQ4 in administration or equivalent level administrative knowledge and experience.
• GCSE English or equivalent.
• Evidence of continuing professional and personal development.

Desirable

• ECDL (European Computer Driving Licence).

Skills and Experience

Essential

• Excellent interpersonal and communication skills both written and verbal.
• Able to deal confidentially and tactfully with people at all levels.
• Ability to take and convey clear messages.
• Experience in dealing with people in distress in a calm and confident manner.
• Ability to recognise when other communication aids may be needed.
• Willingness to embrace new ways of working/changes.
• Understanding and respect of confidentiality in the workplace.
• Ability to work under pressure.
• Able to plan, organise, prioritise, coordinate and work flexibly.
• Ability to exercise initiative operating within procedural guidelines.
• Ability to work without direct supervision on a day to day basis.
• Attention to detail/quality.
• Able to deal with difficult situations.
• Effective organisational skills. Prioritise own tasks, exercising a degree of independence, initiative and judgement without direct supervision.
• Ability to plan ahead and anticipate.
• Ability to prioritise workload in response to changing demands.
• Able to multi-task.
• Advanced typing skills. Ability to recognise and manage challenging situations in a calm and professional manner. Adaptable in continuous change and able to learn quickly.
• To have a positive attitude towards Mental Health and Disability rights