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NHS Shropshire, Telford and Wrekin Integrated Care Board

RMC Call Processor

The closing date is 03 August 2025

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Job summary

***Please note this vacancy is only open to applicants already working within the Shropshire Telford and Wrekin system (including SATH, RJAH, SCHT and ICB), any applications external of these organisations cannot be accepted. ***

The Referral Management Centre (RMC) manage GP and Community Optician referrals for patients registered to medical practices within the Shropshire, Telford and Wrekin locality.

The RMC service currently support 51 Shropshire, Telford and Wrekin GP practices as well as 10 Welsh Border practices.

Main duties of the job

This role involves providing support and advice to patients to assist them with the booking of their appointment for further care, enabling patients to make the right choice in where and when they wish to be seen. RMC process the majority of referrals from GP practices in STW in addition to managing a referral contract for Welsh Border patients.

About us

The team within the ICB is made up of a Referral Management Operational Lead , Clinical Nurse Specialist, 3 Supervisors and 16 Call Handlers and Processors.

Details

Date posted

22 July 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,937 to £26,598 a year per annum

Contract

Fixed term

Duration

6 months

Working pattern

Full-time, Part-time

Reference number

942-ICB-7359707

Job locations

Wellington Civic Offices

Larkin Way, Tan Bank

Wellington, Telford

TF1 1LX


Job description

Job responsibilities

Receive & process referrals from GP practices via e-Referrals, as per the RMC Standard Operational Procedures (SOPs), ensuring that the referral packages are complete and inputting all relevant data to the RMC & e-Referrals IT systems

Engage with patients (both by calling-out & receiving telephone calls) who require a first out-patient consultant appointment, enabling them firstly to make an informed choice of Provider and to book an appointment, using RMC SOPs and standard call-scripts

Generate correspondence to patients and to Providers

Ensure prompt & accurate input of all relevant information to RMC & e-Referrals IT systems

Ensure that all complaints, comments and suggestions received are logged and dealt with appropriately, resolving where possible and escalating to RMC Supervisor when appropriate

Ensure compliance at all times with NHS standards of information governance (in particular patient confidentiality & data protection), both within ones own practice and also in the RMC team

Perform general administrative duties (e.g. photocopying; word processing of standard documents & letters; email circulations) when required. NB: Post holder must have a standard level of keyboard skills and be able to use Microsoft Word and Excel

To contribute to producing reports on referrals activity as required

Maintain a flexible/adaptable approach to the work of the RMC in order to meet various performance standards

Job description

Job responsibilities

Receive & process referrals from GP practices via e-Referrals, as per the RMC Standard Operational Procedures (SOPs), ensuring that the referral packages are complete and inputting all relevant data to the RMC & e-Referrals IT systems

Engage with patients (both by calling-out & receiving telephone calls) who require a first out-patient consultant appointment, enabling them firstly to make an informed choice of Provider and to book an appointment, using RMC SOPs and standard call-scripts

Generate correspondence to patients and to Providers

Ensure prompt & accurate input of all relevant information to RMC & e-Referrals IT systems

Ensure that all complaints, comments and suggestions received are logged and dealt with appropriately, resolving where possible and escalating to RMC Supervisor when appropriate

Ensure compliance at all times with NHS standards of information governance (in particular patient confidentiality & data protection), both within ones own practice and also in the RMC team

Perform general administrative duties (e.g. photocopying; word processing of standard documents & letters; email circulations) when required. NB: Post holder must have a standard level of keyboard skills and be able to use Microsoft Word and Excel

To contribute to producing reports on referrals activity as required

Maintain a flexible/adaptable approach to the work of the RMC in order to meet various performance standards

Person Specification

Knowledge

Essential

  • Basic IT Knowledge

Knowledge

Essential

  • Microsoft Packages

Desirable

  • Data Entry

Experience

Essential

  • Patient facing/ customer service experience
Person Specification

Knowledge

Essential

  • Basic IT Knowledge

Knowledge

Essential

  • Microsoft Packages

Desirable

  • Data Entry

Experience

Essential

  • Patient facing/ customer service experience

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.

Employer details

Employer name

NHS Shropshire, Telford and Wrekin Integrated Care Board

Address

Wellington Civic Offices

Larkin Way, Tan Bank

Wellington, Telford

TF1 1LX


Employer's website

https://www.shropshiretelfordandwrekin.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

NHS Shropshire, Telford and Wrekin Integrated Care Board

Address

Wellington Civic Offices

Larkin Way, Tan Bank

Wellington, Telford

TF1 1LX


Employer's website

https://www.shropshiretelfordandwrekin.nhs.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Referral Management Operational Lead

Nikki Hilditch

Nikki.Hilditch@nhs.net

Details

Date posted

22 July 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,937 to £26,598 a year per annum

Contract

Fixed term

Duration

6 months

Working pattern

Full-time, Part-time

Reference number

942-ICB-7359707

Job locations

Wellington Civic Offices

Larkin Way, Tan Bank

Wellington, Telford

TF1 1LX


Supporting documents

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