Job summary
We are looking for an experienced, enthusiastic Patient Referral Administrator to work within the National Gender Dysphoria National Referral Support Service (GDNRSS). The GDNRSS is a forward thinking team in a growing and exciting area within the NHS.
Main duties of the job
To deliver an effective and competent level of administrative support to the Gender Dysphoria National Referral Support Service and consistently deliver a "Patient-focused" service which promotes good customer service and effective working relationships.
The Postholder will be responsible for receiving referrals for patients on the NHS Gender Dysphoria pathway, inputting and maintaining data on data systems, together with the associated correspondence, ensuring a flexible/adaptable approach to their work to meet various deadlines and targets.
The post holder will be part of a team who manage telephone calls and emails from patients, their carer's and NHS professionals. The telephone support line is available from 09:00 to 17:00, Monday to Friday and the postholder will need to work within those hours.
About us
We are a multi award-winning organisation that has achieved the prestigious Investors in People Gold Award for 'We invest in people' and 'We invest in wellbeing' and are passionate about creating an inclusive workplace that promotes and values diversity. We believe that every team member should have the opportunity to contribute and share their ideas.
We reward the hard work and commitment of our people with the following benefits:
1. A competitive salary with annual pay reviews
2. A generous annual leave entitlement starting at 27 days
3. Membership of the NHS Pension Scheme
4. Flexible working and family friendly policies, including enhanced parental leave and pay
5. A wide range of in-house and external learning and development opportunities
6. Access to salary sacrifice and discount schemes
7. Access to employee assistance and occupational health services.
Job description
Job responsibilities
Communication and Relationship
8. To maintain good communication and excellent customer service to patients, clinicians, and colleagues within your team and in other departments, via phone, email, letter, and Teams.
9. To communicate information to patients that may require a sensitive, understanding manner.
10. Within a call centre environment competently deal with all telephone calls ensuring clear and accurate information is given as well as arranging appointments within the agreed booking schedule.
11. Communicate information on behalf of the GDNRSS and stakeholders on request, adapting methods of communication to meet the needs of different patients and client groups where language or cultural barriers may exist, including arranging interpreters where required.
Planning and Organising
12. Ensure that general office supply levels are maintained.
13. Responsible for sorting all outgoing and returned post to ensure that IG standards (GDPR) are adhered to and managing all post.
14. Responsible for organising meetings for the department distributing meeting invitations and agendas.
15. The role requires the post holder to meet deadlines, achieve results and work on their own initiative and as part of a wider administrative team. Duties will include typing, operating databases and other Microsoft applications, scanning, photocopying, and other tasks deemed appropriate.
16. Review incoming referrals thoroughly, to establish the referring Gender Dysphoria Clinic has provided all relevant information to enable onward Referral.
System Utilisation
17. Accurate data entry when entering patient information. Patient information entered in E-Referrals systems will directly impact patient information sent to surgical and other providers.
18. For long periods of time, with high level of accuracy, have responsibility for processing referrals and patient information on the various patient record systems.
Freedom to Act
19. Ensure that all complaints, comments, and suggestions are dealt with appropriately, in accordance with policy, resolving where possible and escalating to line manager when appropriate.
20. Able to work on own initiative and unsupervised, within defined policies and procedures to set timescales.
21. Have a flexible/adaptable approach to their work to meet various deadlines.
22. Work within established policies, procedures, protocols, and systems to ensure confidentiality of information, quality standards and performance as directed.
Information Resources
23. Photocopying and word processing documents, letters, emails, minutes, and reports when required. Post holder must have a standard level of keyboard skills and able to use Microsoft Office programmes.
24. Inputting into, monitoring and downloading reports from computerised systems.
25. Support in the production of accurate and professional monthly reports to enable the monitoring of service Key Performance Indicators
HR Responsibilities
26. Demonstrate office systems and department requirements to new starters.
27. Engage in monthly 1:1 and annual appraisals to support with development.
28. Ensure compliance with all statutory and mandatory training.
Person Specification
Education / Training / Qualifications
Essential
29. Educated to NVQ 3 level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience.
Experience
Essential
30. Demonstrable experience of working in an administrative environment and working with computerised data systems Substantive experience in customer services Experience of working with the public Experience of data collection and data entry Experience of using Microsoft Office applications, Excel, Word & Outlook
Desirable
31. Experience of working in a health care environment Previous experience and knowledge of NHS Experience using E-Referrals, PAS, Maxims Knowledge of Referral to Treatment times Experience of working in a Call Centre
Workplace Values
Essential
32. Ability to demonstrate, understanding and apply our workplace values. These are embedded in all roles and applicants must evidence their values as part of the application process.
Skills / Abilities
Essential
33. Ability to work effectively as part of a team. Problem solving skills. Proven effective communication skills. Understand of and commitment to equality of opportunity and good working relationships. An ability to maintain confidentiality and trust Good time keeping Flexible approach to work Ability to prioritise and manage own workload and the understanding of the need for accurate data
Knowledge
Essential
34. Working knowledge of Microsoft Office including Word and Excel Awareness of equality and valuing diversity principles Understanding of Confidentiality and Data Protection Act
Desirable
35. Awareness of transgender matters
Interpersonal Skills
Essential
36. Clear communicator with good writing, data entry and telephone skills ensuring accuracy. Professional manner and self-motivated. Able to work as part of a team. Able to deal with issues with tact and diplomacy
Special Aptitudes
Essential
37. Able to deal with issues with tact and diplomacy. Methodical with a high degree of accuracy and precision Adaptable and flexible and ability to work under pressure
Mobility
Essential
38. Car driver / owner or reasonable alternative