Patient Choice Facilitator
NHS Devon Integrated Care Board
This job is now closed
Job summary
The Devon Referral Support Service (DRSS) is a dynamic team that works on behalf of GP practices and providers to promote the safe and equitable application of referral pathways, commissioning policies and patient choice.
The Devon Referral Support Service is an integral part of the wider Delivery directorate and enacts the relevant strategic and operational asks of the directorate. Supporting referrers and their patients on the referral pathway by processing and signposting referrals appropriately.
The post holder will be the main point of contact over the telephone for patients, their carers' and staff from NHS and independent hospitals, working within the DRSS contact centre.
The work will involve coordinating referrals and booking appointments for patients over a range of elective specialties commissioned by the NHS Devon. Under the NHS Choice Framework, patients will be offered a choice of treatment options, dates and locations.
As part of this role, there will be a requirement to work in a matrix and flexible way across multiple areas/teams to support business needs. The objectives of the role will be regularly reviewed to align to organisational priorities.
The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The job holder will carry out any other duties as may reasonably be required by their line manager.
Main duties of the job
- Working with the Devon Referral Support Service (DRSS) contact centre as the main point of contact over the telephone for patients, their carers' and staff from NHS and independent hospitals.
- Answering telephone calls, in a timely, polite manner. Taking appropriate action and seeking advice from colleagues as needed. Recording accurate messages and passing on to the relevant departments/person.
- Delivering an effective and competent level of clerical support and consistently deliver a "patient-focused" service which promotes good customer service and effective working relationships.
- Coordinating referrals and booking appointments for patients over a range of elective specialties commissioned by NHS Devon. Under the NHS Choice Framework, patients will be offered a choice of treatment options, dates and locations.
- Carrying out a check on each patient's referral to identify the appropriate outcome for the patient.
- Using reference materials provided, you will identify suitable services to offer appropriate choice of appointment and location to the patient.
- Be polite, patient, professional and empathetic when speaking to callers on the telephone.
- Recording referral information accurately on a bespoke DRSS database.
The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the Department and the Organisation.
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.
Date posted
09 January 2025
Pay scheme
Agenda for change
Band
Band 3
Salary
£24,071 to £25,674 a year Per annum pro rata
Contract
Permanent
Working pattern
Full-time, Flexible working
Reference number
144-KJ12-PCF-25
Job locations
Aperture House
NHS Devon ICB, Aperture House, Pynes Hill, Exeter, EX2 5AZ
Exeter
EX2 5AZ
Employer details
Employer name
NHS Devon Integrated Care Board
Address
Aperture House
NHS Devon ICB, Aperture House, Pynes Hill, Exeter, EX2 5AZ
Exeter
EX2 5AZ
Employer's website
https://onedevon.org.uk/ (Opens in a new tab)







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