Job summary
- You'll be working with Devon Referral Support Service (DRSS) call centre as the point of contact over the phone for patients & other stakeholders
- You'll answer phone calls in a timely polite manner, taking action & seeking advice from colleagues as needed, taking messages & passing onto relevant departments/people
- You will deliver an effective & competent level of clerical support & consistently deliver a patient-focused service which promotes good customer service & effective working relationships
- You will be coordinating referrals & booking appointments for patients over a range of specialties commissioned by NHS Devon. Patients will be offered a choice of treatment options, dates & locations
- Carrying out a check on each patient's referral to identify the appropriate outcome for the patient
- Using materials provided, you will identify suitable services to offer choice of appointment & location to patients
- You will be polite, patient, professional & empathetic when speaking to callers on the phone
- Recording referral information accurately on the DRSS database
- Use your initiative to problem solve & answer queries
- The job description & person specification are an outline of the tasks, responsibilities & outcomes required of the role. The job holder will carry out any other duties as may reasonably be required by their manager
- The job description & person specification may be reviewed on an ongoing basis in accordance with the needs of the Department
Main duties of the job
Knowledge, training, experience
- A proven ability to provide excellent customer service & work with the public
- Clearly communicate information over the phone & work under pressure, dealing with callers who have challenging needs
- Fluent with all aspects of Office365 & good keyboard skills
- The NHS Choice Framework
- NVQ3 in Administration or equal level of knowledge & experience
- The dexterity to use multiple systems simultaneously
Duties
- Handle incoming & outgoing calls, in a pleasant & helpful manner
- Give a choice of hospitals to patients via e-Referral Service
- Triage referrals identifying appropriate services to book patients in to
- Record information accurately on internal database
- Meet targets relating to referrals processed & accuracy
- Ensure own knowledge is up to date
- Adhere to information governance, data protection & confidentiality rules
- The ability to prioritise your workload & adjust plans at short notice
- Make decisions autonomously & refer to their line manager when required
Office environment
- Most of your time will be spent at a desk, operating a keyboard & the phone system simultaneously
- The team is based in an open plan office where volumes can vary
- When talking to patients there can be a need to deliver unwelcome news when clinical criteria for treatment isn't met
- You will encounter worried & distressed patients & relatives
- Deal with complaints appropriately, resolving where possible & escalating to the line manager when necessary
About us
NHS Devon Integrated Care System
As an Integrated Care System (ICS), we recognise now more than ever that we can only provide the care that people really need by working together. Together for Devon therefore represents a partnership where health and care services work together with local communities to improve peoples health, wellbeing and care. It aims to transform health and care services so they are clinically, socially and financially sustainable.
Our vision is simple: equal chances for everyone in Devon to lead long, happy and healthy lives. To achieve this, we have set out six ambitions for the next five years that will help us transform services including: Effective and efficient care, embedding the Integrated Care Model, the Devon deal (a citizen-led approach to health and care), Children and young people, Digital Devon and ensuring Equality.
About NHS Devon
As part of the Devon ICS, NHS Devon Integrated Care Board is responsible for the majority of county's NHS budget, and develops a plan to improve peoples health, deliver high-quality care and better value for money. The organisation is led by a diverse board, with an aim to improve peoples lives in Devon wherever they live, to reduce health inequalities and make sure we can deliver these services for the long term.
For more information, visit our ICS website www.icsdevon.co.uk and our NHS Devon website www.devon.icb.nhs.uk.
Job description
Job responsibilities
Please see the attached Job description and person specification for full details of the role and responsibilities.
Applicants who have interviewed in the last 2 months need not apply.
DRSS remain based at Pomona House, Torquay whereas NHS Devon have recently moved to a new office based in Pynes Hill, Exeter.
Over the next few years there may be plans for DRSS to move to the new central, office based in Pynes Hill, Exeter.
The wider organisation continues to embrace the benefits of agile, hybrid working, however this is an operational role that requires regular onsite working and full competency in role before hybrid working may be considered.
Job description
Job responsibilities
Please see the attached Job description and person specification for full details of the role and responsibilities.
Applicants who have interviewed in the last 2 months need not apply.
DRSS remain based at Pomona House, Torquay whereas NHS Devon have recently moved to a new office based in Pynes Hill, Exeter.
Over the next few years there may be plans for DRSS to move to the new central, office based in Pynes Hill, Exeter.
The wider organisation continues to embrace the benefits of agile, hybrid working, however this is an operational role that requires regular onsite working and full competency in role before hybrid working may be considered.
Person Specification
Knowledge, Training and Experience
Essential
- Educated to NVQ 3 level in a relevant subject or equivalent level of qualification or significant equivalent previous experience.
- At least 5 GCSE's (or equivalent) Grade C/Grade 4 or above including Maths and English
- Experience of working in a busy, high-pressured environment and able to meet deadlines.
- Experience of working with the general public and providing guidance and advice.
- Ability to accurately work with Microsoft Word, Excel, Teams, and Outlook.
- Keyboard accuracy and speed
Desirable
- Previous NHS experience.
- Customer Care training
- Previous experience of working to targets
- Knowledge of E-Referrals (formerly Choose and Book) system.
- Awareness: Up to date with the NHS Agenda, national directives and polices, particularly the NHS Choice Framework
Skills and Ability
Essential
- Good communication skills, written and verbal, with ability to demonstrate fluency, clarity and effectiveness at all levels.
- Ability to communicate complex information to patients.
- Ability to deal effectively with difficult situations e.g., upset or worried patients or relatives.
- Customer Care/understanding
- Must have clear speech and be able to demonstrate good interpersonal skills.
- Active listening
- Ability to demonstrate analytical skills and to use own judgement for complex issues.
- Ability to enter data accurately and competently
- Effective time management skills
- Ability to plan and prioritise own work and jointly plan work with other members of team.
- Demonstrate problem-solving skills.
- Ability to achieve performance targets
Other
Essential
- Ability to organise own workload and work under own initiative with limited supervision.
- Good timekeeping.
- Able to cope under pressure and to meet deadlines.
- Approachable and adaptable
- Honesty
- Taking Ownership
- Flexibility/Adaptive
- Innovative and responsive to change.
- Self-motivated
- Team worker and able to support other team members.
- Understanding of, and commitment to equal opportunities and good working relationships.
- An ability to maintain confidentiality and trust.
- Flexible approach to work.
Person Specification
Knowledge, Training and Experience
Essential
- Educated to NVQ 3 level in a relevant subject or equivalent level of qualification or significant equivalent previous experience.
- At least 5 GCSE's (or equivalent) Grade C/Grade 4 or above including Maths and English
- Experience of working in a busy, high-pressured environment and able to meet deadlines.
- Experience of working with the general public and providing guidance and advice.
- Ability to accurately work with Microsoft Word, Excel, Teams, and Outlook.
- Keyboard accuracy and speed
Desirable
- Previous NHS experience.
- Customer Care training
- Previous experience of working to targets
- Knowledge of E-Referrals (formerly Choose and Book) system.
- Awareness: Up to date with the NHS Agenda, national directives and polices, particularly the NHS Choice Framework
Skills and Ability
Essential
- Good communication skills, written and verbal, with ability to demonstrate fluency, clarity and effectiveness at all levels.
- Ability to communicate complex information to patients.
- Ability to deal effectively with difficult situations e.g., upset or worried patients or relatives.
- Customer Care/understanding
- Must have clear speech and be able to demonstrate good interpersonal skills.
- Active listening
- Ability to demonstrate analytical skills and to use own judgement for complex issues.
- Ability to enter data accurately and competently
- Effective time management skills
- Ability to plan and prioritise own work and jointly plan work with other members of team.
- Demonstrate problem-solving skills.
- Ability to achieve performance targets
Other
Essential
- Ability to organise own workload and work under own initiative with limited supervision.
- Good timekeeping.
- Able to cope under pressure and to meet deadlines.
- Approachable and adaptable
- Honesty
- Taking Ownership
- Flexibility/Adaptive
- Innovative and responsive to change.
- Self-motivated
- Team worker and able to support other team members.
- Understanding of, and commitment to equal opportunities and good working relationships.
- An ability to maintain confidentiality and trust.
- Flexible approach to work.
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.
