Client Referral Co-ordinator

Priory Healthcare; Tees Valley; On-site; GBP 21,000 - 27,000; Full time

Job summary

Priory Healthcare is seeking a Client Referral Co-ordinator for our Customer Service Centre in Stockton-on-Tees. This non-clinical role focuses on helping individuals understand treatment options and guiding them to the most appropriate pathway with empathy and listening skills.

You will handle inbound calls and emails, record information per GDPR, liaise with stakeholders to support access to treatment, and assist with NHS funding arrangements.

Qualifications

• Excellent verbal and written communication skills.
• Able to handle sensitive conversations with vulnerable people.
• Comfortable working to call-handling KPIs and quality standards.
• Flexible to work varied shift patterns, including weekends/evenings/nights.

Responsibilities

• Handle inbound calls and emails from people making initial treatment enquiries.
• Explain available options and help navigate the next steps.
• Record client information in line with GDPR and liaise with stakeholders to support access to treatment.
• Assist in arranging funding for NHS services.

Skills

Verbal communication

Written communication

Empathy

Active listening

Job description

We have an excellent opportunity for a Client Referral Co-ordinator to join our Customer Service Centre in Stockton-on-Tees.

As a non-clinical team, youll help people understand their available treatment options and take their first steps towards the most appropriate pathway. This is a rewarding role where your communication skills, empathy and ability to listen will make a real difference.

Location: Customer Service Centre, Ground Floor, Admiralty House, 9 Fudan Way, Stockton-on-Tees, TS17 6EN

Main duties of the job

Youll provide a customer-focused service, handling inbound calls and emails from people making initial treatment enquiries. Youll listen to their needs, explain available options and help them navigate the next steps.

Youll accurately record client information in line with GDPR, liaise with internal and external stakeholders to support access to treatment, and recognise and respond appropriately to vulnerability and safeguarding concerns.

Youll also tailor available services to individual needs and support the arrangement of funding for NHS services.

About us

Our Customer Service Centre operates 365 days a year and is the first point of contact for people exploring treatment as a self-paying client, as well as NHS professionals seeking emergency bed placements across our national network of hospitals.

Experience

• Youll have excellent verbal and written communication skills and be confident handling sensitive conversations with vulnerable people, always approaching each interaction with care and empathy.
• Youll be comfortable working to call-handling KPIs and quality standards, able to work independently as well as part of a team, and confident using systems to accurately record information.
• The role operates 365 days a year, so youll need to be flexible to work a varied shift pattern, including weekends, evenings and nights.
• Knowledge of mental health conditions and services is desirable but not essential.

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.