Job summary
The Referral Management Centre was established to support the national Patient Choice agenda whereby patients waiting for treatment are offered the choice of where to be treated, by which health professional and the date and time of their appointment.
Due to the development and expansion of the service an exciting and challenging opportunity has arisen for a number of Referral Management Administrators in our telephone call centre based at Leyland House, Leyland.
We are looking for enthusiastic, self-motivated and highly organised individuals for these key posts who will thrive on the challenge of working in this demanding and developing environment and are able to provide a high-quality service to patients, clinical staff and managers across a range of partner organisations.
You will have a broad and flexible range of skills including excellent communication skills both on the telephone and in writing. You will also have the ability to work under pressure.
Main duties of the job
Main duties of the job:
To provide a comprehensive administrative service to support all functions of the Referral Management Centre (RMC)The RMC provides a first-line point of contact (by telephone) for patients and general practitioners throughout the referral process. The department oversees the monitoring and management of referrals, the management of appointment and transport bookings and the development of electronic referrals and booking. These require regular liaison with primary, community and secondary care providers. The post holder will be required to undertake a range of tasks, including use of the Integrated Referral Gateway, e-referral, the electronic community system (RIO), implementation of PTS criteria and use of the web-based ambulance booking system.
It is vital that the post holder has excellent customer service and communication skills and is able to work in an organised manner under pressure, with minimal supervision
About us
NHS Midlands and Lancashire Commissioning Support Unit (MLCSU)is one of the biggest and best-performing commissioning support units in the country, with among the highest levels of staff and customer satisfaction. We work together as a team of over 1,800 expert staff based across the Midlands and North West to make a difference - for our customers, patients and communities.
Offering a full range of professional services to clinical commissioning groups (ICBs), hospital trusts, local authorities, integrated care systems (ICSs) and other public bodies across the country, our NHS values underpin everything we do.
Joining our inclusive and innovative team comes with a range of benefits including a pension scheme and generous annual leave allowance.
To find out more, or for an informal chat - Please contact Sarah Benson 01772 660015
Any applications from 'at risk' CSU employees will be given priority in line with CSU policy. As such, all job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and email the named contact if you have any questions.
Job description
Job responsibilities
Detailed job description and main responsibilities
Key Responsibilities
Responsible for timely, accurate electronic recording of referrals sent via e-Referral , e-mail, mail or the Referral Gateway
To ensure referrals are delivered to the most appropriate place for clinical triage.
To liaise and support GP practice staff in both the referral process and management of patients following referral.
To provide a responsive and patient-friendly service that supports patients through the NHS referral and booking process.
To respond pro-actively to queries from patients and GP practices.
To respond appropriately to all patients, including the deaf and those for whom English is not their first language.
To maintain high standards of customer service at all times, responding sensitively to patients who are emotional and/or distressed
To provide advice to patients with regard to hospitals/services available to them, using reassurance and other interpersonal skillsTo use communication skills including empathy, tact and reassurance in handling all calls
To book appointments for primary community and secondary care providers and assess and book transport using a variety of complex electronic schedulers.
To book appointments in line with national and locally commissioned waiting time guarantees
To ensure that all patients are managed in accordance with national and local waiting list guidance relating to patient cancellations, patient suspensions and did not attends.
To assess clinical need for non-urgent transport using protocols in accordance with current practices and procedures For those requiring transport, determine the most appropriate form of transport and book the journey for the patient using electronic or manual systems.
To adhere to policies and procedures as lay down in the RMC and by NHS Midlands and Lancashire Commissioning Support Unit.
To deal with complex enquiries from a range of sources including clinicians, managers and members of the public, passing messages and initiating a quality service response
To communicate verbally via the telephone and in writing with patients, GPs, hospital and community staff and the Ambulance Service, to ensure the patient travels smoothly through the system.
To be responsible for the accurate input of confidential patient information onto manual and computer systems
To attend group meetings and participate in the updating of operational policies and procedures relating as and when required
To assist with the accurate and timely production of detailed and complicated statistical information as and when required
To work with CSU staff in the development and design of IT systems required to support the project To maintain a robust approach to data quality and patient confidentiality.
Job description
Job responsibilities
Detailed job description and main responsibilities
Key Responsibilities
Responsible for timely, accurate electronic recording of referrals sent via e-Referral , e-mail, mail or the Referral Gateway
To ensure referrals are delivered to the most appropriate place for clinical triage.
To liaise and support GP practice staff in both the referral process and management of patients following referral.
To provide a responsive and patient-friendly service that supports patients through the NHS referral and booking process.
To respond pro-actively to queries from patients and GP practices.
To respond appropriately to all patients, including the deaf and those for whom English is not their first language.
To maintain high standards of customer service at all times, responding sensitively to patients who are emotional and/or distressed
To provide advice to patients with regard to hospitals/services available to them, using reassurance and other interpersonal skillsTo use communication skills including empathy, tact and reassurance in handling all calls
To book appointments for primary community and secondary care providers and assess and book transport using a variety of complex electronic schedulers.
To book appointments in line with national and locally commissioned waiting time guarantees
To ensure that all patients are managed in accordance with national and local waiting list guidance relating to patient cancellations, patient suspensions and did not attends.
To assess clinical need for non-urgent transport using protocols in accordance with current practices and procedures For those requiring transport, determine the most appropriate form of transport and book the journey for the patient using electronic or manual systems.
To adhere to policies and procedures as lay down in the RMC and by NHS Midlands and Lancashire Commissioning Support Unit.
To deal with complex enquiries from a range of sources including clinicians, managers and members of the public, passing messages and initiating a quality service response
To communicate verbally via the telephone and in writing with patients, GPs, hospital and community staff and the Ambulance Service, to ensure the patient travels smoothly through the system.
To be responsible for the accurate input of confidential patient information onto manual and computer systems
To attend group meetings and participate in the updating of operational policies and procedures relating as and when required
To assist with the accurate and timely production of detailed and complicated statistical information as and when required
To work with CSU staff in the development and design of IT systems required to support the project To maintain a robust approach to data quality and patient confidentiality.
Person Specification
Application form & Interview
Essential
- Customer care experience gained in a similar service sector
- Able to converse in a positive manner with all levels of staff and customers (
- A good standard of general education inc Maths and English
- Experience of Micro Soft Office Programmes
- Able to demonstrate an understanding of issues relating to confidentiality
Person Specification
Application form & Interview
Essential
- Customer care experience gained in a similar service sector
- Able to converse in a positive manner with all levels of staff and customers (
- A good standard of general education inc Maths and English
- Experience of Micro Soft Office Programmes
- Able to demonstrate an understanding of issues relating to confidentiality
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).
