Job summary An exciting opportunity has arisen for a full time (37.5 hours per week), Band 3 Referral Administrator role, based at West Offices, York. This role will support the Referral Support Service; a team responsible for the processing of first outpatient referrals for patients registered in the Vale of York and Scarborough and Ryedale area. 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 has excellent administrative and customer service skills with a proven background in a customer focussed role, with a good understanding of confidentiality. Main duties of the job You will be required to ensure a smooth referral process for individual patients. The post holder will be expected to use their own initiative and meet deadlines to help ensure the smooth running of the service. You will be the initial point of contact for patients accessing the Referral Support Service. This includes discussing with patients by phone the care options available to them, using the NHS e-Referral Service to advise on waiting times and book appointments at their choice of hospital or other service providers. Additionally, the postholder will consistently deliver a client-focused service which promotes good customer service and effective working relationships. Dealing with routine and specialist enquiries in a pleasant and helpful manner, the successful candidate will have excellent communication skills to give relevant information to stakeholders, referring to others or escalating 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 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 21 February 2025 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year Pay award pending Contract Permanent Working pattern Full-time, Flexible working Reference number D9857-25-0025 Job locations City Of York Council Station Rise York YO1 6GA Job description Job responsibilities The post holder will be required to offer support to the Team Co-ordinators to ensure a smooth referral process for individual patients. The post holder will act as a point of contact for all referrals entering the service including 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 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 colleagues where appropriate. This role will be office based and will involve a high level of computer and telephone use. Job description Job responsibilities The post holder will be required to offer support to the Team Co-ordinators to ensure a smooth referral process for individual patients. The post holder will act as a point of contact for all referrals entering the service including 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 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 colleagues where appropriate. This role will be office based and will involve a high level of 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 Educated to NVQ Level 3 in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience In depth understanding of administrative systems and processes Desirable Working knowledge of IT systems and software programmes such as Outlook, Word, Excel, ECDL and working knowledge of NHS e-RS (Choose and Book) Knowledge of NHS issues Understanding of data protection legislation Experience Essential Significant experience of working in busy and demanding administrative environments providing a service to multiple users/ customers Desirable Experience of working in a healthcare environment 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 Educated to NVQ Level 3 in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience In depth understanding of administrative systems and processes Desirable Working knowledge of IT systems and software programmes such as Outlook, Word, Excel, ECDL and working knowledge of NHS e-RS (Choose and Book) Knowledge of NHS issues Understanding of data protection legislation Experience Essential Significant experience of working in busy and demanding administrative environments providing a service to multiple users/ customers Desirable Experience of working in a healthcare environment 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)