Referral Support Service Administrator

An exciting opportunity has arisen to join the Referral Support Service (RSS). We are looking to recruit new people to this service. The RSS processes non-urgent GP referrals generated within the NHS Mid Essex area. You will need to be experienced in working with the general public and have confident customer service skills. You will need to have experience of data inputting and be accurate and speedy in this task to meet the demands of this busy department. The service hours are Monday to Friday, 8 am – 6 pm, on a Rota basis. The role provides a strong and robust administrator service as part of a team to meet the aims of the service. The service is open Monday to Friday 8am to 6pm. The establishment of a Referral Support Service is one of the key initiatives across the MSE. In essence the purpose of the service is to ensure that all referrals, GPs, Consultants, Community services are monitored against the ICB service restriction policy, to start to understand referral patterns and trends. The service will also seek to sign post patients to the most appropriate service be it primary, community or secondary care based. The Referral Support Service (RSS) receives a high volume of telephone calls from patients and medical secretaries relating to referrals, RSS will provide updates, signpost to other Support Services and reassurance and support the medical secretaries across the Mid and South Essex (MSE) with the referral pathways for 2ww, Urgent and Routine referrals. With a workforce of approximately 15,000 staff, we can now do more and go further in delivering health services to our local communities. Our ambition is to deliver excellent local and specialist services, to improve the health and wellbeing of our patients, and provide a vibrant place for staff to develop, innovate and build careers. Patients will experience improved care as well as fewer delays and cancellations. We are able to provide more once-in-a-lifetime specialist care region-wide. With our new trust size will come more opportunities for development, research, networking and innovation. We aim to make the most of our skills and experiences so we can become the best we can be. As one organisation we will recruit the finest and retain more specialist staff due to more employment opportunities across our Trust. For full details of this rewarding role, please see attached job description, but some of your responsibilities will include:
• Daily contact with GP medical secretaries and NHS hospital co-ordinators to resolve queries with referrals on behalf of RSS and patients.
• Direct liaison with clinical teams to determine patient suitability for choice of provider, requiring intense concentration to ensure accuracy of information recorded for the ICB and Department of Health audit reports.
• Direct contact with primary care providers for patient pathways and available Tier 2 services (Provide).
• To carry, sympathetic and understanding attitude when conversing with patients via the telephone due to the sensitive nature of calls.
• To be responsible for ensuring information on waiting times is kept up to date and that any inaccuracies that arise are reported to the Referral Support Service Team Leader.
• To communicate with patients directly via telephone on a daily basis to offer a choice of provider, this will require patience and an empathetic approach to reassure anxious patients and to deal with difficult situation This advert closes on Monday 4 Mar 2024