Job summary
Hours: per week
Pay: £24,071 - 26,530 Dependant on experience.
Administration of two of our services - The Referral Support Service and 24hr Ambulatory ECG service
The post holder will process and manage referral data from GP Practices and Opticians and troubleshoot queries.
They will need to develop strong working relationships with administrative staff across different organisations, and speak with patients regarding patient choice and appointments, and answer queries.
Main duties of the job
To provide the highest standard of service to patients and colleagues
Use the NHS e-Referral system, SystmOne and Emis web to support GP Practice and Provider administrators.
Handle referral queries from patients, GP Practices, Opticians and Provider organisations.
Maintain accurate records using spreadsheets and databases
About us
West Norfolk Health is a membership organisationconsisting of 21 GP surgeries. Wesupport a patient population of 185 000, across a range of demographics fromurban deprived areas, through more affluent villages and towns, to rural areaswhere agriculture is the main way of life.
We facilitate local transformation - Understandingand supporting GP surgeries to adopt the latest national and local changesrequired by the NHS and commissioners.
We deliver primary care services 'at scale' - Delivering services to the locality where equality or efficiency requires a central 'hub'
Job description
Job responsibilities
Main Job Purpose:
Administration of two of our services The Referral Support Service (RSS) and 24hr ECGs
RSS:
Our RSS service processes referrals between providers across the local area within the
NHS e-Referral system. The post holder will process and manage referral data from practices and opticians and troubleshoot queries. They will need to develop strong working relationships with administrative staff across different organisations. and speak to patients regarding patient choice, appointments and answer queries.
24Hr ECG:
Our 24hr ECG service provides the fitting of ECG monitoring devices within Primary Care and facilitate the interpretation of the data. The post holder will administrate the service, receiving referrals, arranging appointments and troubleshooting as required. They will act as the liaison between our clinical hubs, the referring practice and the patient.
Main Responsibilities:
1. To provide the highest standard of service to patients and colleagues:
1. Timely and accurate input of referral documents to NHS e-Referral system
2. Precise communication with practices and provider booking departments
3. Timely and accurate communication with patients
2. To use the NHS e-Referral system, SystmOne and EMIS to support GP Practice and Provider administrators
3. To use the NHS e-Referral system to book appointments for patients, contacting them to offer choice and confirm appointments.
4. To handle queries from patients, GP practices, Opticians and Provider organisations
5. Maintain accurate records using spreadsheets and databases.
6. At all times to maintain the highest standards of confidentiality.
7. Monitor the 24hr ECG service ensuring interpretation and results are delivered within timescale, liaising with Practice hubs and 3rd party organisations.
8. To undertake regular training and personal development and to attend staff meetings
9. To undertake any other activities that may from time to time be reasonably requested by the Service Manager.
This job description is not exhaustive and may be amended from time to time in consultation with the post holder.
Person Specification
Qualifications
Essential
4. Good standard of education, including GCSE grade B or equivalent in English and Maths
5. Proficient knowledge of Microsoft Word, Excel and email systems
Desirable
6. RSA level II Word Processing or equivalent qualification
7. Educated to A level standard or equivalent evidence based competencies outside formal education
Behaviour
Essential
8. Flexibility, adaptability and the ability to deal with change and the demands of the post
9. Maintain confidentiality
10. Good interpersonal and communication skills at all levels
Experience
Essential
11. Working in the local NHS
12. Working with NHS e-Referral
13. Working with TPP SystmOne
14. Working with EMIS
15. Providing excellent customer service
16. Communicating with patients
Skills and competencies
Essential
17. Methodical and accurate
18. Willing and able to learn new systems and processes
19. Ability to use own initiative and accept advice as and when appropriate
20. Good telephone manner
21. Good written and communication skills
22. IT skills to ECDL standards or equivalent
23. Flexibility and adaptability
Desirable
24. Ability to maintain accuracy when working under pressure
25. Ability to work unsupervised
Other
Essential
26. Good problem solving skills and ability to use own initiative
27. Working in a team maintaining good working relationships with others
28. Determination to learn and succeed
Desirable
29. Flexibility to move between tasks
30. Flexibility to cover for annual leave or sickness