Job responsibilities
Job Title
Referral
Coordinator for Learning Disability Single Point of Access
Band
4
Directorate
Specialist
Department
Learning
Disability Services
Base
Existing base
plus remote working
Responsible To
Clinical Triage
Practitioner
Job Purpose
To provide an administrative service for enquiries and referrals via the
Learning Disability single point of access service into Devon Partnership
Trust. To support the referral pathway through: engaging with service users;
carers; members of the public; and health and social care professionals to
ensure that referrals are dealt with efficiently and signposted appropriately.
This involves administrative tasks associated with the capturing of relevant
information at point of referral and callers contact as well as the completion
of electronic referral documentation as required.
To provide secretarial support to clinical triage practitioners
To arrange meetings, take and distribute minutes and any relevant
documentation prior to meetings
Ongoing data capture for referral information
Duties and
Responsibilities
Communication and relationship skills
To provide a
call handling service for all incoming calls into the Learning Disability
Single Point of Access Service. Taking messages and signposting appropriately
to the relevant departments/person. Using high-level customer service skills and
ensuring all demographic details are taken correctly.
Dealing with
routine enquiries in a pleasant and helpful manner, communicating relevant
information to stakeholders, referring to others as appropriate. (GPs,
Patients, other NHS Organisations).
Effectively
communicate relevant information regarding local statutory and non-statutory
services in a way that will assist the caller and others as appropriate.
Provide advice,
instruction and information to train local administration teams regarding processes
to ensure their understanding of their roles and responsibilities and ensure
their understanding of the end to end process
Ensure that tact and persuasion is used to bring
staff members/key stakeholders on board with changes to process re centralising
the referrals process.
Ensure all
clinical information is effectively communicated and documented within the
NHS electronic records systems following Devon Partnership NHS trust
standards.
Ensure that all
complaints, comments and suggestions are escalated appropriately, in
accordance with policy.
Maintain a
healthy and safe working environment for self and colleagues and escalate
issues affecting service delivery as necessary.
Ensure that
appropriate processes are developed and maintained to bring forward
information or follow-up that is required for meetings and projects etc and
for work that has been requested by a certain deadline. Eg usage of Project Management tools like
Gantt charts, excel downloads, survey monkey outputs
Reflect the
diversity of needs in the local healthcare community by utilising all
available resources to facilitate access to the Single Point of Access
service where there are barriers to communication and understanding.
The post
holder will have high standard of skills using Microsoft Office packages and
experience of using bespoke IT systems
Able to work on
own initiative, prioritising work, within defined policies and procedures to
set timescales.
Have a
flexible/adaptable approach to their work in order to meet various deadlines.
Use office
systems effectively including SystmOne and other locality systems.
To carry out
other appropriate delegated duties as required.
Key Relationships
Building and
maintaining constructive relationships with a broad range of internal and
external stakeholders:
-
Contributing
to wider team working.
-
Service
users, families and carers.
-
Other Devon
Partnership Trust services. (eg Mental Health teams )
-
Primary and
Secondary Care Providers. (GPs, acute hospitals etc.)
-
Social
Services
-
Voluntary
Services
Analytical and Judgemental Skills
Interpret and
apply accurate and timely information to managers and services in a format
that is easily understood and relevant to the decision-making process. This will involve receiving referral
information in a variety of formats and ensuring that the detail is
captured both in the SystmOne system and in Excel tracker format to allow
such data to be used to evidence volumes, trends, anomalies,
inconsistencies in approach across the LD service
Deal
independently with routine referral matters in a professional, prompt and
effective manner and use own initiative in the absence of members of the LD
SPA management team/Clinical Triage practitioner team to ensure that urgent
matters are brought to the attention of the appropriate person
Draft replies
to correspondence on behalf of the LD SPA team effectively and efficiently
and in a timely manner, using initiative.
Be aware of
and work within your own limits and competencies.
Use your judgment
to prioritise one task over another when dealing with referrals and data
requests from team members
Planning and Organisational Skills
Maintain
accurate records of all activities
Compile and prepare agendas, and
supporting papers.
Set up weekly review meetings
Produce accurate minutes from meetings
and ensure their prompt distribution
Oversee the referral inbox ensuring that
all referrals are reviewed and statused promptly to allow efficient
processing of that referral
Maintain the Referrals tracker to ensure
that the correct level of detail is always captured giving the Clinicians
all relevant information
Liaise appropriately with other agencies
as part of supporting the delivery of care.
Attend meetings and other formal and
informal communication events linked to this role.
Manage own workload and that of the rest
of the Single Point of Access admin team
Responsibility for Service
User Care, Treatment and Therapy
Record
contacts, interventions and observations on the electronic care record and
seek appropriate professional validation.
Keep up to date
with clinical knowledge pertaining to the role which is relevant to the
sphere of learning disability and in accordance with practice / personal
development.
Provide general, non-clinical advice,
information and guidance to patients, relatives and carers in relation to
referrals
Responsibility for Policy and Service Development
Implementation
Comply with all Trust policies, protocols,
procedures relevant to the role.
Report any observed incident of
unprofessional behaviour, accident / incident, untoward occurrences or faulty
equipment.
Participate professionally in service
development and proposed service changes.
Take part in any audit processes as
required.
Propose any changes to the referrals
process which may result in a more streamlined approach. Always be mindful of the need for
continuous improvement
Responsibility for Finance, Equipment and
Other Resources
The post holder will have no direct responsibility for
finance but will need to adhere to relevant Trust policies with regard to
financial issues.
Use Trust NHS resources in a sustainable way.
Approve time
sheets and TOIL recorded in the team is approved prior to being worked
Responsibility for Human
Resources, e.g. Supervision, Training, HR Advice and Management
Line management of assigned
administrators including:
- Monthly supervision
- Annual appraisal
- Provide immediate guidance and
assistance in problem solving
- Agree/monitor absences in regard to
annual leave, flexi time, sickness
- Workload management.
Maintain
up-to-date electronic records in a timely and accurate manner.Maintain confidentiality of information being aware of
Trust Policies and local protocols and keeping up-to-date with changes.Responsibility
for Information Resources.
Take,
transcribe and distribute formal minutes.
Keep detailed
notes in SystmOne as to all acts undertaken to support the referral
process.
Produce
confidential correspondence and reports.Maintain
accurate information about the Services such as organograms and contact
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.To validate and
analyse data and produce ad hoc reports as directed by the Service Manager.To assist the
Service Managers with the collection and analysis of relevant metric or
performance data.
Responsibility for Research and Development
To attend appropriate
training courses pertinent to the role, as agreed by the manager.
Carry out research as
required and relevant to the job role
Freedom to Act
Works within
the standard operational procedures of the team.
Responsible for
managing own workload and to work independently or as part of a team.
Work
is managed, rather than supervised, and results/outcomes are assessed at
agreed intervals.
Additional
Because of the nature of the work, this post
is exempt from the provision (42) of the rehabilitation of offenders act 1974
(Exemptions) order 1975. The post holder will therefore be required to hold
an enhanced DBS certificate.
For full details of this role please find the complete Job Description in the attachments.
