Job summary
We have an exciting opportunity to join the Gender Dysphoria National Referral Support Service (GDNRSS) as part of the administration team. The GDNRSS is a forward thinking team in a growing and exciting area within the NHS. This role requires a proactive approach to managing patient referrals , responding to patient and pathway queries, and supporting both internal and external teams.
Main duties of the job
This role is to deliver an effective and competent level of administration within the Gender Dysphoria National Referral Support Service (GDNRSS) and consistently deliver a "patient-focused" service which promotes good customer service and effective working relationships.
The post holder will be responsible for inputting and maintaining data on data systems, together with the associated correspondence, ensuring a flexible/adaptable approach to their work to meet various deadlines and targets.
The post holder will be part of a team who manage telephone calls and emails from patients, carers, and NHS professionals. The telephone support line is available from 09:00 to 17:00, Monday to Friday and the postholder will need to work within those hours.
About us
We are a multi award-winning organisation that has achieved the prestigious Investors in People Gold Award for 'We invest in people' and 'We invest in wellbeing' and are passionate about creating an inclusive workplace that promotes and values diversity. We believe that every team member should have the opportunity to contribute and share their ideas.
We reward the hard work and commitment of our people with the following benefits:
- A competitive salary with annual pay reviews
- A generous annual leave entitlement starting at 27 days
- Membership of the NHS Pension Scheme
- Flexible working and family friendly policies, including enhanced parental leave and pay
- A wide range of in-house and external learning and development opportunities
- Access to salary sacrifice and discount schemes
- Access to employee assistance and occupational health services
Please note this position does not meet the sponsorship criteria.
Job description
Job responsibilities
The main duties of this post include:
- Monitor and action all referrals received into service including the checking of electronic referral systems.
- To provide administrative support across all service lines including inbox management, telephone support and stakeholder engagement.
- Accurate data inputting
- Handling of confidential, complex and sensitive information on a daily basis
- Manage own workload with the ability to flex and change between tasks as required.
- Deliver high levels of customer services
Full details can be found in the job description.
Job description
Job responsibilities
The main duties of this post include:
- Monitor and action all referrals received into service including the checking of electronic referral systems.
- To provide administrative support across all service lines including inbox management, telephone support and stakeholder engagement.
- Accurate data inputting
- Handling of confidential, complex and sensitive information on a daily basis
- Manage own workload with the ability to flex and change between tasks as required.
- Deliver high levels of customer services
Full details can be found in the job description.
Person Specification
Education / Training / Qualifications
Essential
- Educated to NVQ 3 level, GCSE Grade A-C in English, and Math or equivalent or significant equivalent previous proven experience.
Desirable
- Possess a willingness to learn
Experience
Essential
- Demonstrable experience of working in an administrative environment.
- Experience of working with computerised data systems
- Experience of working in a customer service or public facing environment
- Experience of using Microsoft Office applications i.e., Excel, Word & Outlook
Desirable
- Experience of working in the same or similar environment (referral management centre, GP surgery, Hospital etc.)
- Experience of NHS processes and systems related to patient referrals (eRS for example)
- Experience of data entry - both textual and numerical
- Experience and ability to deal appropriately with difficult and sensitive patient related issues
Skills / Abilities
Essential
- Post holder must have a high level of keyboard skills and the understanding of the need for accurate data
- Ability to work effectively as part of a team.
- Problem solving skills.
- Understand of and commitment to equality of opportunity and good working relationships.
- An ability to maintain confidentiality and trust
- Effective time management & ability to work to tight deadlines & standards.
- Good time keeping
- Flexible approach to work
- Ability to cope with change in what is a developing area
- Ability to prioritise and manage own workload.
Knowledge
Essential
- Awareness of equality and valuing diversity principles
- Understanding of Confidentiality and Data Protection Act
Desirable
- Knowledge & experience in sensitive data handling
- Awareness of transgender matters
- Awareness of equality and valuing diversity principles
- An understanding of patient pathways within healthcare
Interpersonal Skills
Essential
- A clear & polite telephone manner that is patient focussed.
- Clear communicator with good writing, data entry and telephone skills.
- Professional manner and self-motivated.
Special Aptitudes
Essential
- Able to deal with issues with tact and diplomacy
- Understanding of Confidentiality and Data Protection Act.
Mobility
Essential
- Car driver / owner or reasonable alternative
Person Specification
Education / Training / Qualifications
Essential
- Educated to NVQ 3 level, GCSE Grade A-C in English, and Math or equivalent or significant equivalent previous proven experience.
Desirable
- Possess a willingness to learn
Experience
Essential
- Demonstrable experience of working in an administrative environment.
- Experience of working with computerised data systems
- Experience of working in a customer service or public facing environment
- Experience of using Microsoft Office applications i.e., Excel, Word & Outlook
Desirable
- Experience of working in the same or similar environment (referral management centre, GP surgery, Hospital etc.)
- Experience of NHS processes and systems related to patient referrals (eRS for example)
- Experience of data entry - both textual and numerical
- Experience and ability to deal appropriately with difficult and sensitive patient related issues
Skills / Abilities
Essential
- Post holder must have a high level of keyboard skills and the understanding of the need for accurate data
- Ability to work effectively as part of a team.
- Problem solving skills.
- Understand of and commitment to equality of opportunity and good working relationships.
- An ability to maintain confidentiality and trust
- Effective time management & ability to work to tight deadlines & standards.
- Good time keeping
- Flexible approach to work
- Ability to cope with change in what is a developing area
- Ability to prioritise and manage own workload.
Knowledge
Essential
- Awareness of equality and valuing diversity principles
- Understanding of Confidentiality and Data Protection Act
Desirable
- Knowledge & experience in sensitive data handling
- Awareness of transgender matters
- Awareness of equality and valuing diversity principles
- An understanding of patient pathways within healthcare
Interpersonal Skills
Essential
- A clear & polite telephone manner that is patient focussed.
- Clear communicator with good writing, data entry and telephone skills.
- Professional manner and self-motivated.
Special Aptitudes
Essential
- Able to deal with issues with tact and diplomacy
- Understanding of Confidentiality and Data Protection Act.
Mobility
Essential
- Car driver / owner or reasonable alternative
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.
