About this role
Job summary
Band 3 Patient Referral Management Centre Co-ordinator
37.5 hours per week
We have an opportunity for someone wishing to start a career within administration in the NHS.
We are looking for someone to join a team within the Patient Referral Management Centre contacting and booking patients for their appointments
Here in the Patient Referral Management Centre we are the first point of contact for patients calling in to the hospital, so we are a very important team here at the West Suffolk Hospital.
We are seeking a highly motivated PRMC Co-Ordinator who can stay calm under pressure and excel themselves in a fast-paced environment using their initiative to make sure tasks are completed within the deadlines set. Our ideal candidate will be a good team player, that can also work independently who has excellent attention to detail.
Main duties of the job
Here in PRMC you will manage your own specialty individually or as part of a team. In managing your specialty, you are responsible for making sure all outpatient referrals are dealt with appropriately and in a timely manner, filling the appointments with suitable patients and managing your consultants leave alongside the service manager and PA's.
Whilst managing your service, you will be on the phone to patients during your shift to assist them with any queries they may have.
To excel in this role, you need to be computer literate as all of our work is computer based, be able to prioritise your workload efficiently and have empathy towards our patients as the job role is based around sensitive information. If this sounds like a suitable role for you then please apply to become a part of our team or contact us for further information.
- Telephone contact with patients
- Working as part of the Patient Referral team
- Working with Electronic Referral System
- WASP
- Ecare
About us
#BeKnown at West Suffolk NHS Foundation Trust. By us. By our patients. By our community
We are a busy, friendly, rural NHS Trust providing high-quality care and compassion to more than a quarter of a million people across west Suffolk. We care for, treat and support people in hospital, at home and in various community settings.
The West Suffolk Hospital in Bury St Edmunds provides acute and secondary care services (emergency department, maternity and neonatal services, day surgery unit, eye treatment centre, Macmillan unit and children's ward). It has 500+ beds and is a partner teaching hospital of the University of Cambridge.
Adult and paediatric community services, provided in collaboration with West Suffolk Alliance partners, include a range of nursing, therapy, specialist, and ongoing temporary care and rehabilitation, some at our Newmarket Community Hospital.
We do our utmost to achieve outstanding clinical outcomes for patients and our values of fairness, inclusivity, respect, safety and team work guide how we work and behave as a team.
With nearly 5,000 staff, from all over the world, we strive to make our organisation a great place to work. Whatever your role or ambition, we want to help you be the best you can be.
We promote a diverse and inclusive community where everyones voice counts and you can #BeKnown for whoever you are.
Join us. What will you #BeKnown for?
Job description
Job responsibilities
Please see the attached job description for more details
Communication:
a. Will seek guidance from the PRMC Manager/Supervisor or Trust clinicians when addressing PRMC issues/discrepancies related to their specific clinical specialties.
b. In Support of the PRMC Team will undertakes all tasks in a timely, accurate manner while maintaining the highest standards associated with customer service.
c. Participate in weekly meetings with the Senior Management Teams across the Trust from all divisions. Present for discussion accurate patient waiting list figures and escalating any issues.
d. At all times will promote among clinicians, health care works are any other associated outside agency, awareness of the PRMC role and its uses within the trust to raise the stature of PRMC as the essences of professionalism.
e. Facilitate improved communication within the department and between other departments, clinicians, managers, other staff and patients while maintaining the highest form of customer care.
f. Will participate in PRMC Meetings to highlight any issues that may need resolving, to ensure workloads are prioritised in order to meet targets and address any other business.
g. Will communicate essential information prior to patients attending appointments.
h. To work closely with other team leaders and supervisors to ensure the needs of the department and most importantly the needs of the customer are met.
i. Will use tact and persuasive skills when there are barriers to understanding (I.e. Language barriers, emotional, abusive, under the influence of stimulants) to minimise personal risk.
j. Will interface as required with other Trust, offices, and personnel in seeking ways, means and ideas to improve the Patient Referral Management Centre processes.
k. Will participate in the active engagement and involvement of key stakeholders in meeting the targets outlined within Trust policies and guidelines, including clinicians. Managers, service used, and the ICB as required.
Person Specification
Education and Qualifications
Essential
- English and Maths GCSE A-C / 4-9
Desirable
- Evidence of Continuous learning
- Proven Computer Literacy
- -Higher Education Qualifications
Experience and Knowledge
Essential
- Ability to communicate with all levels of health professional and patients.
- Experience with setting and meeting local and national targets.
- Awareness of patient confidentiality
Desirable
- NHS Experience
- Understanding of the 18-Week pathway
- Experience of NHS Administration systems
- Knowledge of Choose and Book (E-Referrals)
- Knowledge of medical terminology.
Skills & Abilities
Essential
- Excellent communication skills
- Computer Literate
- Ability to multi-task
- Excellent telephone manner
- Computer Literate
- Able to work on own initiative
- Ability to work under pressure and in a busy environment
Desirable
- -Evidence of analytical ability and problem solving skills
- -Knowledge of Microsoft office
Personal Qualities
Essential
- Ability to learn quickly and understand complex rules and guidelines
- Ability to adapt to changes to meet the service
- -Professional approach and good work ethic
- -Ability to tailor communication techniques to meeting the individual's requirements.
- -Ability to work both in a team and independently
- -Efficient handling and completion of tasks
- -Excellent attention to detail
- -Analytical
- -Able to offer support / sensitivity depending on the circumstances
Desirable
- Desire to progress, learn and improve
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
West Suffolk NHS Foundation Trust
Address
West Suffolk NHS Foundation Trust
Hardwick Lane
Bury St Edmunds
IP33 2QZ
United Kingdom
Employer's website
https://www.wsh.nhs.uk (Opens in a new tab)