Job summary
An exciting opportunity has arisen for a full time (37.5 hours
per week), Band 4 Team Coordinator role, based at West Offices, York. The
successful applicant will be responsible for supporting the RSS Deputy Manager
to provide team leadership to ensure service users are provided with an
excellent patient experience, processing referrals accurately and in timely
manner.
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
adaptable and has excellent administrative and customer service skills. Experience
in a customer or patient
focussed team leader role is desirable
Main duties of the job
Provide team leadership for Referral Administrators,
handling and responding effectively to queries raised by them and issues
affecting the referral process Supporting staff in day-to-day activities as
directed, enabling them to meet KPIs.
Liaising with stakeholders and passing on relevant information to appropriate
team members sensitively and autonomously. Escalating to line manager when
necessary.
To provide an administrative review of referrals received
through the Gateway referral software and ensuring that they meet ICB pathway
referral criteria. Notifying GPs of additional data required or reasons for
return of referral. Communicating return reasons effectively and able to
justify reasoning if challenged, seeking advice and guidance from IFR where
appropriate
Supporting the induction and
training of new team members and training other colleagues on work systems as
required.
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 and expertise within the Referral
Support Service to ensure a smooth referral process for individual patients.
The
post holder will be required to demonstrate excellent organisational and
administrative skills and have the ability to work independently, using
discretion, judgement and critical analysis where appropriate.
The
post holder will act as a point of contact for 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 autonomously 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 primarily be office based and will involve a high level of computer
use.
Job description
Job responsibilities
The
post holder will be required to offer support and expertise within the Referral
Support Service to ensure a smooth referral process for individual patients.
The
post holder will be required to demonstrate excellent organisational and
administrative skills and have the ability to work independently, using
discretion, judgement and critical analysis where appropriate.
The
post holder will act as a point of contact for 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 autonomously 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 primarily be office based and will involve a high level of computer
use.
Person Specification
Experience
Essential
- Clear communicator with excellent writing, data entry and presentation skills: capable of constructing and delivering clear information/ instructions to staff and service users
- Ability to work under pressure in a busy working environment and able to multi-task
- Effective team working
- Ability to maintain concentration and manage frequent interruptions
Qualifications
Essential
- NVQ Level 3 or equivalent Diploma level qualification in a relevant subject, or equivalent level of qualification, or significant equivalent previous proven experience
- In depth understanding of administrative systems and processes.
- Demonstrable experience in dealing with the public and dealing with sensitive and confidential information.
- Intermediate knowledge of IT systems and software programmes such as Outlook, Word, Excel, Powerpoint and Access.
Desirable
- Working knowledge of the NHS e-Referral System
- Understanding of Confidentiality and Data Protection Act.
- Knowledge of NHS issues and function of Integrated Care Boards
Knowledge and Skills
Essential
- Understanding of and commitment to equality of opportunity and good working relationships
- Ability to work without supervision
- Able to work on own initiative, organising and prioritising own and others workloads to changing and often tight deadlines
Desirable
- An ability to maintain confidentiality and trust
- Professional, calm and efficient manner
- Commitment to continuing professional development
- Positive and flexible approach to work
Person Specification
Experience
Essential
- Clear communicator with excellent writing, data entry and presentation skills: capable of constructing and delivering clear information/ instructions to staff and service users
- Ability to work under pressure in a busy working environment and able to multi-task
- Effective team working
- Ability to maintain concentration and manage frequent interruptions
Qualifications
Essential
- NVQ Level 3 or equivalent Diploma level qualification in a relevant subject, or equivalent level of qualification, or significant equivalent previous proven experience
- In depth understanding of administrative systems and processes.
- Demonstrable experience in dealing with the public and dealing with sensitive and confidential information.
- Intermediate knowledge of IT systems and software programmes such as Outlook, Word, Excel, Powerpoint and Access.
Desirable
- Working knowledge of the NHS e-Referral System
- Understanding of Confidentiality and Data Protection Act.
- Knowledge of NHS issues and function of Integrated Care Boards
Knowledge and Skills
Essential
- Understanding of and commitment to equality of opportunity and good working relationships
- Ability to work without supervision
- Able to work on own initiative, organising and prioritising own and others workloads to changing and often tight deadlines
Desirable
- An ability to maintain confidentiality and trust
- Professional, calm and efficient manner
- Commitment to continuing professional development
- Positive and 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.
