Job summary An exciting opportunity has arisen for a full time (37.5 hours per week), Band 4 Team Coordinator role, based at West Offices, York. The successful applicant will be responsible for supporting the RSS Deputy Manager to provide team leadership to ensure service users are provided with an excellent patient experience, processing referrals accurately and in timely manner. The Referral Support Service is a patient focused service, ensuring patients receive excellent customer service throughout their patient journey. We are a friendly and supportive team, dedicated to ensuring team members are trained and developed to reach their full potential as individuals. A full induction and training period will be undertaken to achieve this. We are looking for an enthusiastic and motivated person who is flexible and adaptable and has excellent administrative and customer service skills. Experience in a customer or patient focussed team leader role is desirable Main duties of the job Provide team leadership for Referral Administrators, handling and responding effectively to queries raised by them and issues affecting the referral process Supporting staff in day-to-day activities as directed, enabling them to meet KPIs. Liaising with stakeholders and passing on relevant information to appropriate team members sensitively and autonomously. Escalating to line manager when necessary. To provide an administrative review of referrals received through the Gateway referral software and ensuring that they meet ICB pathway referral criteria. Notifying GPs of additional data required or reasons for return of referral. Communicating return reasons effectively and able to justify reasoning if challenged, seeking advice and guidance from IFR where appropriate Supporting the induction and training of new team members and training other colleagues on work systems as required. 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 1.7 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. Date posted 17 January 2025 Pay scheme Agenda for change Band Band 4 Salary £26,530 to £29,114 a year Contract Permanent Working pattern Full-time, Flexible working Reference number D9857-25-0003 Job locations City Of York Council Station Rise York YO1 6GA Job description Job responsibilities The post holder will be required to offer support and expertise within the Referral Support Service to ensure a smooth referral process for individual patients. The post holder will be required to demonstrate excellent organisational and administrative skills and have the ability to work independently, using discretion, judgement and critical analysis where appropriate. The post holder will act as a point of contact for queries relating to patients wishing to access referral pathways, GPs/Practice staff and provider services, representing the organisation and projecting a professional and confident image at all times. They will need to work autonomously 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 colleagues where appropriate. This role will primarily be office based and will involve a high level of computer use. Job description Job responsibilities The post holder will be required to offer support and expertise within the Referral Support Service to ensure a smooth referral process for individual patients. The post holder will be required to demonstrate excellent organisational and administrative skills and have the ability to work independently, using discretion, judgement and critical analysis where appropriate. The post holder will act as a point of contact for queries relating to patients wishing to access referral pathways, GPs/Practice staff and provider services, representing the organisation and projecting a professional and confident image at all times. They will need to work autonomously 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 colleagues where appropriate. This role will primarily be office based and will involve a high level of computer use. Person Specification Experience Essential Clear communicator with excellent writing, data entry and presentation skills: capable of constructing and delivering clear information/ instructions to staff and service users Ability to work under pressure in a busy working environment and able to multi-task Effective team working Ability to maintain concentration and manage frequent interruptions Qualifications Essential NVQ Level 3 or equivalent Diploma level qualification in a relevant subject, or equivalent level of qualification, or significant equivalent previous proven experience In depth understanding of administrative systems and processes. Demonstrable experience in dealing with the public and dealing with sensitive and confidential information. Intermediate knowledge of IT systems and software programmes such as Outlook, Word, Excel, Powerpoint and Access. Desirable Working knowledge of the NHS e-Referral System Understanding of Confidentiality and Data Protection Act. Knowledge of NHS issues and function of Integrated Care Boards Knowledge and Skills Essential Understanding of and commitment to equality of opportunity and good working relationships Ability to work without supervision Able to work on own initiative, organising and prioritising own and others workloads to changing and often tight deadlines Desirable An ability to maintain confidentiality and trust Professional, calm and efficient manner Commitment to continuing professional development Positive and flexible approach to work Person Specification Experience Essential Clear communicator with excellent writing, data entry and presentation skills: capable of constructing and delivering clear information/ instructions to staff and service users Ability to work under pressure in a busy working environment and able to multi-task Effective team working Ability to maintain concentration and manage frequent interruptions Qualifications Essential NVQ Level 3 or equivalent Diploma level qualification in a relevant subject, or equivalent level of qualification, or significant equivalent previous proven experience In depth understanding of administrative systems and processes. Demonstrable experience in dealing with the public and dealing with sensitive and confidential information. Intermediate knowledge of IT systems and software programmes such as Outlook, Word, Excel, Powerpoint and Access. Desirable Working knowledge of the NHS e-Referral System Understanding of Confidentiality and Data Protection Act. Knowledge of NHS issues and function of Integrated Care Boards Knowledge and Skills Essential Understanding of and commitment to equality of opportunity and good working relationships Ability to work without supervision Able to work on own initiative, organising and prioritising own and others workloads to changing and often tight deadlines Desirable An ability to maintain confidentiality and trust Professional, calm and efficient manner Commitment to continuing professional development Positive and flexible approach to work Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Employer details Employer name Humber and North Yorkshire Integrated Care Board (857) Address City Of York Council Station Rise York YO1 6GA Employer's website https://humberandnorthyorkshire.icb.nhs.uk/ (Opens in a new tab)