Our client located in Leyland is seeking someone with great customer service/admin skills to work in the Referral Management centre. The role is full-time Monday-Friday from 1000 - 1800.
The role is to provide a comprehensive administrative service to support all functions of the Referral Management Centre (RMC)
The RMC provides a first-line point of contact (by telephone) for patients and general practitioners throughout the referral process. The department oversees the monitoring and management of referrals, the management of appointment and transport bookings and the development of electronic referrals and booking. These require regular liaison with primary, community and secondary care providers.
The post holder will be required to undertake a range of tasks, including use of the Integrated Referral Gateway, e-referral, the community patient administration systems (i.PM), implementation of PTS criteria and use of the web-based ambulance booking system.
It is vital that the post holder has excellent customer service and communication skills and is able to work in an organised manner under pressure, with minimal supervision
" Responsible for timely, accurate electronic recording of referrals sent via mail, e-mail, fax or the Referral Gateway
" To ensure referrals are delivered by letter/e-mail/fax/Referral Gateway to the most appropriate place for clinical triage
" To liaise and support GP practice staff in both the referral process and management of patients following referral
" To provide a responsive and patient-friendly service that supports patients through the NHS referral and booking process.
" To respond pro-actively to queries from patients and GP practices.
" To respond appropriately to all patients, including the deaf and those for whom English is not their first language.
" To maintain high standards of customer service at all times, responding sensitively to patients who are emotional and/or distressed
" To provide advice to patients with regard to hospitals/services available to them, using reassurance and other interpersonal skills
" To use communication skills including empathy, tact and reassurance in handling all calls
" To book appointments for primary community and secondary care providers and assess and book transport using a variety of complex electronic schedulers.
" To book appointments in line with national and locally commissioned waiting time guarantees
" To ensure that all patients are managed in accordance with national and local waiting list guidance relating to patient cancellations, patient suspensions and did not attends.
" To assess clinical need for non-urgent transport using protocols in accordance with current practices and procedures
" For those requiring transport, determine the most appropriate form of transport and book the journey for the patient using electronic or manual systems.
" To adhere to policies and procedures as lay down in the RMC and by NHS Midlands and Lancashire Commissioning Support Unit.
" To deal with complex enquiries from a range of sources including clinicians, managers and members of the public, passing messages and initiating a quality service response
" To communicate verbally via the telephone and in writing with patients, GPs, hospital and community staff and the Ambulance Service, to ensure the patient travels smoothly through the system.
" To be responsible for the accurate input of confidential patient information onto manual and computer systems
" To attend group meetings and participate in the updating of operational policies and procedures relating as and when required
" To assist with the accurate and timely production of detailed and complicated statistical information as and when required
" To work with CSU staff in the development and design of IT systems required to support the project
" To maintain a robust approach to data quality and patient confidentiality.