Job summary

An exciting opportunityhas arisen for a full time ( hours per week), Band 3 Referral Administratorrole, based at West Offices, York. This role will support the Referral SupportService; a team responsible for the processing of first outpatient referralsfor patients registered in the Vale of York and Scarborough and Ryedale area.

The Referral SupportService is a patient focused service, ensuring patients receive excellentcustomer service throughout their patient journey. We are a friendly andsupportive team, dedicated to ensuring team members are trained and developedto reach their full potential as individuals. A full induction and trainingperiod will be undertaken to achieve this.

We are looking for anenthusiastic and motivated person who is flexible and has excellentadministrative and customer service skills with a proven background in a customerfocussed role,with a good understanding of confidentiality.

Main duties of the job

You will be required to ensure a smooth referral process for individualpatients. The post holder will be expected to use their own initiative and meetdeadlines to help ensure the smooth running of the service.

You will be the initial point of contact for patients accessing theReferral Support Service. This includesdiscussing with patients by phone the care options available to them, using theNHS e-Referral Service to advise on waiting times and book appointments attheir choice of hospital or other service providers.

Additionally, the postholder will consistently deliver a client-focusedservice which promotes good customer service and effective workingrelationships. Dealing with routine and specialist enquiries in a pleasant andhelpful manner, the successful candidate will have excellent communicationskills to give relevant information to stakeholders, referring to others orescalating queries as appropriate.

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 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

Thepost holder will be required to offer support to the Team Co-ordinators toensure a smooth referral process for individual patients. The post holder willact as a point of contact for all referrals entering the service includingqueries relating to patients wishing to access referral pathways, GPs / Practicestaff and provider services, representing the organisation and projecting aprofessional and confident image at all times.

Theywill need to work as part of a RSS team 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 colleagueswhere appropriate. This role will be office based and will involve a high levelof computer and telephone use.

Person Specification

Skills and Competencies

Essential

• Excellent writing, data entry and telephone skills able to work with a wide range of individuals and organisations
• Excellent organisational skills
• To be able to work flexibly and effectively as part of a team
• Able to work on own initiative organising and prioritising own
• workload to set deadlines
• Demonstrate diplomacy, tact and assertive behaviour in appropriate measure and at appropriate times
• Ability to maintain concentration and manage frequent interruptions
• Ability to maintain confidentiality and trust
• Keyboard skills

Qualifications

Essential

Desirable

Experience

Essential

Desirable