Address You’ll be working with Devon Referral Support Service (DRSS) call centre as the point of contact over the phone for patients & other stakeholders
You’ll answer phone calls in a timely polite manner, taking action & seeking advice from colleagues as needed, taking messages & passing onto relevant departments/people
You will deliver an effective & competent level of clerical support & consistently deliver a patient-focused service which promotes good customer service & effective working relationships
You will be coordinating referrals & booking appointments for patients over a range of specialties commissioned by NHS Devon. Patients will be offered a choice of treatment options, dates & locations
Carrying out a check on each patient’s referral to identify the appropriate outcome for the patient
Using materials provided, you will identify suitable services to offer choice of appointment & location to patients
You will be polite, patient, professional & empathetic when speaking to callers on the phone
Recording referral information accurately on the DRSS database
Use your initiative to problem solve & answer queries
The job description & person specification are an outline of the tasks, responsibilities & outcomes required of the role. The job holder will carry out any other duties as may reasonably be required by their manager
The job description & person specification may be reviewed on an ongoing basis in accordance with the needs of the Department
Knowledge, training, experience
A proven ability to provide excellent customer service & work with the public
Clearly communicate information over the phone & work under pressure, dealing with callers who have challenging needs
Fluent with all aspects of Office365 & good keyboard skills
The NHS Choice Framework
NVQ3 in Administration or equal level of knowledge & experience
The dexterity to use multiple systems simultaneously
Duties
Handle incoming & outgoing calls, in a pleasant & helpful manner
Give a choice of hospitals to patients via e-Referral Service
Triage referrals identifying appropriate services to book patients in to
Record information accurately on internal database
Meet targets relating to referrals processed & accuracy
Ensure own knowledge is up to date
Adhere to information governance, data protection & confidentiality rules
The ability to prioritise your workload & adjust plans at short notice
Make decisions autonomously & refer to their line manager when required
Office environment
Most of your time will be spent at a desk, operating a keyboard & the phone system simultaneously
The team is based in an open plan office where volumes can vary
When talking to patients there can be a need to deliver unwelcome news when clinical criteria for treatment isn’t met
You will encounter worried & distressed patients & relatives
Deal with complaints appropriately, resolving where possible & escalating to the line manager when necessary
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.
Please see the attached Job description and person specification for full details of the role and responsibilities.
Applicants who have interviewed in the last 2 months need not apply.
DRSS remain based at Pomona House, Torquay whereas NHS Devon have recently moved to a new office based in Pynes Hill, Exeter.
Over the next few years there may be plans for DRSS to move to the new central, office based in Pynes Hill, Exeter.
The wider organisation continues to embrace the benefits of agile, hybrid working, however this is an operational role that requires regular onsite working and full competency in role before hybrid working may be considered.
