Job summary
An exciting opportunity
has arisen for a full time (37.5 hours per week), Band 3 Referral Administrator
role, based at West Offices, York. This role will support the Referral Support
Service; a team responsible for the processing of first outpatient referrals
for patients registered in the Vale of York and Scarborough and Ryedale area.
The Referral Support
Service is a patient focused service, ensuring patients receive excellent
customer service throughout their patient journey. We are a friendly and
supportive team, dedicated to ensuring team members are trained and developed
to reach their full potential as individuals. A full induction and training
period will be undertaken to achieve this.
We are looking for an
enthusiastic and motivated person who is flexible and has excellent
administrative and customer service skills with a proven background in a customer
focussed role,
with a good understanding of confidentiality.
Main duties of the job
You will be required to ensure a smooth referral process for individual
patients. The post holder will be expected to use their own initiative and meet
deadlines to help ensure the smooth running of the service.
You will be the initial point of contact for patients accessing the
Referral Support Service. This includes
discussing with patients by phone the care options available to them, using the
NHS e-Referral Service to advise on waiting times and book appointments at
their choice of hospital or other service providers.
Additionally, the postholder will consistently deliver a client-focused
service which promotes good customer service and effective working
relationships. Dealing with routine and specialist enquiries in a pleasant and
helpful manner, the successful candidate will have excellent communication
skills to give relevant information to stakeholders, referring to others or
escalating queries as appropriate.
About us
NHS Humber and North Yorkshire Integrated Care Board (ICB) is responsible for planning and arranging the provision of NHS services to meet the diverse health needs of a population of 1.7 million people. Our area reaches over 1,500 square miles and includes the cities of Hull and York and the large rural areas across East Yorkshire, North Yorkshire and Northern Lincolnshire.
The ICB is part of the Humber and North Yorkshire Health and Care Partnership, one of 42 Integrated Care Systems (ICS) across England to meet health and care needs, coordinate services and plan in a way that improves population health and reduces inequality between groups. The Health and Care Partnership comprises of NHS organisations, local councils, health and care providers and voluntary, community and social enterprise (VCSE) organisations.
Job description
Job responsibilities
The
post holder will be required to offer support to the Team Co-ordinators to
ensure a smooth referral process for individual patients. The post holder will
act as a point of contact for all referrals entering the service including
queries relating to patients wishing to access referral pathways, GPs/Practice
staff and provider services, representing the organisation and projecting a
professional and confident image at all times.
They
will need to work as part of a RSS team to ensure this support is delivered,
using their own initiative to respond to unexpected and sometimes unusual,
highly emotive and/or sensitive issues, escalating them to senior colleagues
where appropriate. This role will be office based and will involve a high level
of computer and telephone use.
Job description
Job responsibilities
The
post holder will be required to offer support to the Team Co-ordinators to
ensure a smooth referral process for individual patients. The post holder will
act as a point of contact for all referrals entering the service including
queries relating to patients wishing to access referral pathways, GPs/Practice
staff and provider services, representing the organisation and projecting a
professional and confident image at all times.
They
will need to work as part of a RSS team to ensure this support is delivered,
using their own initiative to respond to unexpected and sometimes unusual,
highly emotive and/or sensitive issues, escalating them to senior colleagues
where appropriate. This role will be office based and will involve a high level
of computer and telephone use.
Person Specification
Skills and Competencies
Essential
- Excellent writing, data entry and telephone skills able to work with a wide range of individuals and organisations
- Excellent organisational skills
- To be able to work flexibly and effectively as part of a team
- Able to work on own initiative organising and prioritising own
- workload to set deadlines
- Demonstrate diplomacy, tact and assertive behaviour in appropriate measure and at appropriate times
- Ability to maintain concentration and manage frequent interruptions
- Ability to maintain confidentiality and trust
- Keyboard skills
Qualifications
Essential
- Educated to NVQ Level 3 in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience
- In depth understanding of administrative systems and processes
Desirable
- Working knowledge of IT systems and software programmes such as Outlook, Word, Excel, ECDL and working knowledge of NHS e-RS (Choose
- and Book)
- Knowledge of NHS issues
- Understanding of data protection legislation
Experience
Essential
- Significant experience of working in busy and demanding administrative environments providing a service to multiple users/ customers
Desirable
- Experience of working in a healthcare environment
Person Specification
Skills and Competencies
Essential
- Excellent writing, data entry and telephone skills able to work with a wide range of individuals and organisations
- Excellent organisational skills
- To be able to work flexibly and effectively as part of a team
- Able to work on own initiative organising and prioritising own
- workload to set deadlines
- Demonstrate diplomacy, tact and assertive behaviour in appropriate measure and at appropriate times
- Ability to maintain concentration and manage frequent interruptions
- Ability to maintain confidentiality and trust
- Keyboard skills
Qualifications
Essential
- Educated to NVQ Level 3 in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience
- In depth understanding of administrative systems and processes
Desirable
- Working knowledge of IT systems and software programmes such as Outlook, Word, Excel, ECDL and working knowledge of NHS e-RS (Choose
- and Book)
- Knowledge of NHS issues
- Understanding of data protection legislation
Experience
Essential
- Significant experience of working in busy and demanding administrative environments providing a service to multiple users/ customers
Desirable
- Experience of working in a healthcare environment
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.
