Job summary
Alliance for Better Care delivers cost-effective and efficient back-office functions that help support our practices and PCNs by reducing workload. This post-holder will work within one such service, as part of the ABC Referral Support Team.
Benefits include:
- Generous annual leave allowance
- Access to NHS pension
- Bespoke training programme
- Cycle to Work Scheme
- Employee Assistance Programme
- Enhanced maternity pay
- NHS discounts
- Leadership Development Programme
- Salary sacrifice schemes technology and electric vehicle
- Opportunities for secondments
As part of the overall learning and development for this role, all team members will have the opportunity to develop specific skills within domains 1, 2, 4 and 5 of the NHS Additional Roles Reimbursement Competency Framework for General Practice Assistants.
Main duties of the job
Duties include inputting referrals onto the NHS e-Referral system, updating internal spreadsheets, undertaking informed choice conversations with patients, booking appointments on behalf of patients, answering a range of other queries and monitoring referral activity.
The post-holder will follow the appropriate course of action when a referral is rejected or cancelled by the provider, or in some cases if the patient does not attend or has been waiting longer than anticipated. The team processes calls and emails from patients, carers, and NHS professionals. As such, regular communication with GP practice staff, hospital booking teams and patients is required, most notably when the telephone support line is open (11:00 to 14:00, Monday, Tuesday, Thursday and Friday).
The role can be worked remotely from your home, with travel to the Horley office required once a month.
About us
Alliance for Better Care CIC is a GP Federation that unites 47 NHS GP practices across 12 Primary Care Networks in Sussex and Surrey. We support our Primary Care colleagues as well as their patients, to transform how healthcare is managed within the community.
As a membership organisation, our focus is to work in partnership with our members and help them to improve the provision of General Practices in the local area.
We work with and listen to our GP Practices, PCNs, Hospitals, Community Organisations and the Third Sector. These vital partnerships ensure that, together, we deliver a truly integrated approach that offers the support and expertise needed to effectively serve our communities.More about our organisation: www.allianceforbettercare.org
- Our Values:
- We innovate -if we can do something better, we should.
- We are honest -even when it is difficult.
- We care -and put the patient first.
- We are inclusive -we listen and we act.
- We deliver -and were known to like a challenge!
Services that ABC Provide include:
- Anti-Viral COVID medication (nMABs)
- Additional Primary Care
- Anticipatory Care
- Enhanced Access
- Outbreak Response
- Referral Support
- Refugee and Asylum Seeker Support
- Urgent Primary Care Support
- Vaccination Programme
- Virtual Wards
- Workflow
Job description
Job responsibilities
- Monitor and action all referrals received into service including the checking of electronic referral systems.
- Daily checking of the activity work lists within an electronic Referral Service (eRS) to action any new incoming referrals, checking that the referral letter and other relevant documentation has been attached to meet the minimum data set to be accepted onto a waiting list.
- To provide administrative support across all service lines including inbox management, telephone support and stakeholder engagement.
- Monitor existing patients progress through the system.
- Monitor and action any rejected referrals.
- Provide effective liaison with the patient and/or other healthcare professional to obtain all relevant information so that the correct clinical pathway for the individual patient can be chosen. This includes progress chasing as necessary to ensure all relevant documentation is available to support the patient pathway.
- Referral administration including chasing appointments, results and clinic letters.
- Ensure all received referrals are processed within 4 working days or 24 hours if urgent.
- Play a key role in the choice process enabling patients to make an informed decision as to their choice of treatment pathway by sharing agreed service information.
- Accurate data inputting.
- Handling of confidential, complex and sensitive information daily.
- Manage own workload with the ability to flex and change between tasks as required.
- Deliver high
- Minimum of 2 years of working within the Health Service or allied profession levels of customer services.
- Daily inputting onto various databases, ensuring all data is recorded accurately and in a timely manner.
- Contribute to team meetings and work positively with the Team Lead to ensure that performance standards are met and improved where necessary.
Job description
Job responsibilities
- Monitor and action all referrals received into service including the checking of electronic referral systems.
- Daily checking of the activity work lists within an electronic Referral Service (eRS) to action any new incoming referrals, checking that the referral letter and other relevant documentation has been attached to meet the minimum data set to be accepted onto a waiting list.
- To provide administrative support across all service lines including inbox management, telephone support and stakeholder engagement.
- Monitor existing patients progress through the system.
- Monitor and action any rejected referrals.
- Provide effective liaison with the patient and/or other healthcare professional to obtain all relevant information so that the correct clinical pathway for the individual patient can be chosen. This includes progress chasing as necessary to ensure all relevant documentation is available to support the patient pathway.
- Referral administration including chasing appointments, results and clinic letters.
- Ensure all received referrals are processed within 4 working days or 24 hours if urgent.
- Play a key role in the choice process enabling patients to make an informed decision as to their choice of treatment pathway by sharing agreed service information.
- Accurate data inputting.
- Handling of confidential, complex and sensitive information daily.
- Manage own workload with the ability to flex and change between tasks as required.
- Deliver high
- Minimum of 2 years of working within the Health Service or allied profession levels of customer services.
- Daily inputting onto various databases, ensuring all data is recorded accurately and in a timely manner.
- Contribute to team meetings and work positively with the Team Lead to ensure that performance standards are met and improved where necessary.
Person Specification
Qualifications
Essential
- GCSE or equivalent qualification in Maths & English language
Desirable
- A-Level or equivalent qualification in relevant subject
Behaviours and values
Essential
- A clear & polite telephone manner that is patient focused
- Clear communicator with good writing, data entry and telephone skills
- Professional manner and self-motivated
Skills and abilities
Essential
- Post holder must have a high level of keyboard skills and the understanding of the need for accurate data (essential)
- Ability to work effectively as part of a team (essential)
- Problem solving skills
- Understand of and commitment to equality of opportunity and good working relationships
- An ability to maintain confidentiality and trust
- Effective time management & ability to work to tight deadlines & standards
- Good time keeping
- Flexible approach to work
- Ability to cope with change in what is a developing area
- Ability to prioritise and manage own workload
Desirable
- Be able to utilise GP clinical records to gain and add appropriate Information where required
- A general understanding of common key lines of enquiry within general practice
- Understand requirements for handling information in health and social care settings
Experience
Essential
- Minimum of 2 years of working within the Health Service or allied profession
Desirable
- Experience of working in the same or similar environment - referral management centre, GP surgery, Hospital etc
- Experience of NHS processes and systems related to patient referrals - eRS for example
- Experience of data entry - both textual and numerical
- Experience and ability to deal appropriately with difficult and sensitive patient related issues
Person Specification
Qualifications
Essential
- GCSE or equivalent qualification in Maths & English language
Desirable
- A-Level or equivalent qualification in relevant subject
Behaviours and values
Essential
- A clear & polite telephone manner that is patient focused
- Clear communicator with good writing, data entry and telephone skills
- Professional manner and self-motivated
Skills and abilities
Essential
- Post holder must have a high level of keyboard skills and the understanding of the need for accurate data (essential)
- Ability to work effectively as part of a team (essential)
- Problem solving skills
- Understand of and commitment to equality of opportunity and good working relationships
- An ability to maintain confidentiality and trust
- Effective time management & ability to work to tight deadlines & standards
- Good time keeping
- Flexible approach to work
- Ability to cope with change in what is a developing area
- Ability to prioritise and manage own workload
Desirable
- Be able to utilise GP clinical records to gain and add appropriate Information where required
- A general understanding of common key lines of enquiry within general practice
- Understand requirements for handling information in health and social care settings
Experience
Essential
- Minimum of 2 years of working within the Health Service or allied profession
Desirable
- Experience of working in the same or similar environment - referral management centre, GP surgery, Hospital etc
- Experience of NHS processes and systems related to patient referrals - eRS for example
- Experience of data entry - both textual and numerical
- Experience and ability to deal appropriately with difficult and sensitive patient related issues
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.
