Job summary
The Referral Assessment Service (RAS) and Telford Referral and Quality Service (TRAQS) manage GP and Community Optician referrals for patients registered to a medical practice within the Shropshire, Telford and Wrekin locality.
The RAS service currently support 40 Shropshire GP practices, as well as 10 Welsh Border practices. TRAQS currently support 13 practices within Telford and Wrekin.
Once it has been decided that a referral is necessary, they are created electronically by the GP or optician who send these directly to RAS or TRAQS; dependant on the medical practice a patient is registered to. The referral will be reviewed by one of our fully trained staff to ensure all the relevant information has been received and will be processed to the appropriate provider.
RAS and TRAQS enables patients to be seen in the right place, first time. This may be in a GP practice setting, in a community health clinic, or at a hospital - whichever is seen as the most appropriate and meets the needs of the patient's referral.
Main duties of the job
This role involves providing support and advice to patients to assist them with the booking of their appointment for further care, enabling patients to make the right choice in where and when they wish to be seen. RAS process the majority of referrals from GP practices in Shropshire in addition to managing a referral contract for Welsh Border patients. TRAQS serve the same function for Primary Care within Telford and Wrekin and in addition process urgent suspected cancer referrals via e-RS.
About us
Both teams within the ICB, combined, are made up of a Team Lead, a Clinical Nurse Specialist, 3 Supervisors and 16 Call Handlers and Processors.
Job description
Job responsibilities
The purpose of the team member is to be the first point of contact within a referrals & choice service which:
-
-
- provides an excellent patient experience;
- ensures safe, prompt, and confidential processing of referrals & associated information; and
- promotes effective working relationships with GP practices and Providers
- Receive & process referrals from GP practices via e- Referrals, as per the Standard Operational Procedures (SOPs), ensuring that the referral packages are complete and inputting all relevant data to the e-Referrals IT systems
- Engage with patients (both by calling-out & receiving telephone calls) who require a first out-patient consultant appointment, enabling them firstly to make an informed choice of Provider and to book an appointment, using SOPs and standard call-scripts.
Job description
Job responsibilities
The purpose of the team member is to be the first point of contact within a referrals & choice service which:
-
-
- provides an excellent patient experience;
- ensures safe, prompt, and confidential processing of referrals & associated information; and
- promotes effective working relationships with GP practices and Providers
- Receive & process referrals from GP practices via e- Referrals, as per the Standard Operational Procedures (SOPs), ensuring that the referral packages are complete and inputting all relevant data to the e-Referrals IT systems
- Engage with patients (both by calling-out & receiving telephone calls) who require a first out-patient consultant appointment, enabling them firstly to make an informed choice of Provider and to book an appointment, using SOPs and standard call-scripts.
Person Specification
Knowledge
Essential
- Basic IT Knowledge/ Microsoft Packages
Experience
Essential
- Patient facing/ customer service experience
Skills
Essential
Person Specification
Knowledge
Essential
- Basic IT Knowledge/ Microsoft Packages
Experience
Essential
- Patient facing/ customer service experience
Skills
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.
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).
