Band 3 Referral Management Centre Agent

Birmingham Community Healthcare NHS FT; Birmingham; On-site; GBP 40,000 - 60,000; Full time

Job summary

A community healthcare provider in Birmingham is seeking candidates for an administrative position. Successful individuals will manage appointment bookings, liaise with patients, and monitor referrals. Applicants should have a minimum of 5 GCSEs, strong Microsoft Office skills, and relevant office experience. The role requires flexibility in working hours, effective communication, and a commitment to facilitating patient care. The position offers a rewarding opportunity within the NHS focused on community health services.

Qualifications

• Relevant office/admin experience.
• Good working knowledge of Microsoft Office.
• Ability to deal with patient queries.

Responsibilities

• Provide high level of skill in data inputting and liaising with service users.
• Take inbound and make outbound calls to patients to book and rearrange appointments.
• Monitor and process referrals and manage waiting lists.

Skills

Microsoft Office

Telephone skills

Communication

Problem-solving

Interpersonal skills

Education

Minimum 5 GCSEs C and above including Maths and English

OCR II Award/Certificate in word processing or equivalent

NVQ II or equivalent in business/customer services

oRSA III or equivalent

Tools

Rio system

Windows based packages

Job description

This job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested.

The Referral Management Centre provides a high quality appointment booking, referral management and message taking service for MSK Physiotherapy, Podiatry and IMT Services.

The post requires candidates that can work with multiple IT systems such as the Choose & Book service, Patient Administrative Booking Systems and Microsoft Office packages.

Successful candidates will be expected to work flexibly to meet the service needs between the hours of: Monday-Friday 08:00 - 17:00.

Main duties of the job

The post holder must provide a consistently high level of skill involving accurate data inputting, liaising with service users, taking inbound and making outbound calls to patients to book and rearrange appointments, monitoring and processing of referrals and managing the waiting lists for different services.

About us

IMPORTANT

• Please ensure you check your Trac account regularly as this is how we will communicate with you during the shortlisting and selection process
• Please ensure all sections of the application form are completed fully. Please particularly ensure that you provide full details of all referees including business email address, telephone contact details and postal address

BCHC has more than 5000 staff working across Birmingham and the West Midlands in a wide range of community nursing and specialist healthcare roles. BCHC delivers over 100 clinical services, in people's homes, health centres, clinics and inpatient facilities. We deliver a wide range of services for children, young people and families as well as adults and community services, two community hospitals, services for people with learning disabilities, the internationally recognised West Midlands Rehab Centre and one of Europe's leading Dental Hospitals and School of Dentistry. We deliver all of this with a commitment to integrated, personalised care that is rooted in our local communities. We have an ambition to deliver outstanding, integrated care as one of the key NHS providers in the West Midlands.

If you want to 'Be Part of Our Team' and work with a Foundation Trust which is continuously striving for best care and healthy communities, we want to hear from you.

Job responsibilities

For further details on the main responsibilities, please see the attached job description and person specification

Person Specification

Qualifications / training

• Minimum 5 GCSE C and above including Maths and English
• OCR II Award/ Certificate in word processing or equivalent
• NVQ II or equivalent in business/customer services
• oRSA III or equivalent

Experience

• Relevant office/admin experience
• Good working knowledge of Microsoft Office
• Good telephone answering skills
• Ability to deal with patient queries
• Ability to liaise with colleagues in respect of patient queries

Skills/knowledge

• Experience of Windows based packages
• Ability to communicate at all levels
• Demonstrate a high level of accuracy
• Demonstrate an ability to prioritise a workload and meet deadlines
• Demonstrate an ability to work on own initiative
• Ability to develop and maintain effective office systems
• Ability to present accurate reports
• Excellent telephone manner
• Ability to use initiative to resolve basic problems
• Sound knowledge of Medical terminology
• Knowledge of the Rio system
Excellent interpersonal communication skills
• Commitment to effective team working
• Mature and confident approach to work

Other job requirements

• Ability to be flexible with approach to work
• Ability to work as part of a team

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.