Client Referral Coordinator - 12 Months FTC

Greenhouse Software, Inc.; Pontypool; On-site; GBP 22,000 - 26,000; Full time

Job summary

The Owl Centre in Pontypool, Wales is seeking a Client Referral Coordinator on a 12-month FTC to support referrals, onboarding and administration across our services.

You will process referrals via email, website, e-RS and SharePoint, register clients, send pre‑assessment questionnaires, chase missing information and respond to waiting‑list queries. Training is onsite, then a hybrid pattern (2 days in office, 3 days from home).

Qualifications

• Experience in an administration role.
• Familiarity with MS Office apps (Excel, Word, PowerPoint).
• Healthcare sector experience is advantageous.
• Ability to coordinate multiple referrals and diary management.

Responsibilities

• Process incoming referrals across email, website, e-RS and SharePoint with accurate screening.
• Register clients on Think Divergent and assign to pathways.
• Send pre-assessment forms and triage questionnaires to support clinical review.
• Follow up incomplete referrals by requesting missing information.
• Answer waiting-list queries with clear, helpful information.
• Liaise with GPs and NHS/private providers regarding referrals.
• Monitor referral flow and waiting lists across contracts.
• Manage shared inboxes on a rota basis.
• Develop knowledge of The Owl Centre’s services and pathways.

Skills

Organization

Communication

Self-motivation

Data reporting

Tools

Excel

Word

PowerPoint

Job description

Pontypool, Wales

We're looking for a Client Referral Coordinator to join our team on a 12 Month FTC

As a Referrals Co-ordinator, you’ll help ensure every client’s onboarding journey is smooth, supportive and efficient. You’ll manage key steps in the referral process, including adding clients to our systems, sending pre-assessment questionnaires, responding to waiting-list queries and monitoring waiting lists.

You’ll support both adults and children and young people (CYP) across all areas of the business, including private services, titration, Hampshire, Right to Choose and NHS contracts.

Please note: You will be required to be onsite in our Pontypool office for the duration of the training period, once training has been successfully passed, a hybrid pattern (2 days in office and 3 days from home).

What you'll be doing:

• Manage incoming referrals across email, the website, e-RS and SharePoint by accurately processing client information and completing administrative screening, so referrals can progress smoothly and without unnecessary delays.
• Register clients on Think Divergent and add them to the appropriate pathway when clinical capacity is confirmed, so they are ready to move forward with their assessment.
• Support the pre-assessment process by sending consent forms, triage forms and other required questionnaires, so clinical teams have the information needed to review each referral.
• Follow up on incomplete referrals by contacting clients for missing information and sending letters when questionnaire requests have not received a response, so records remain complete and referrals can continue progressing.
• Respond to clients’ waiting-list queries with clear, helpful and accurate information, so they feel informed and supported throughout their journey.
• Liaise with GPs, NHS services, private clients and neurodevelopmental practitioners (NDPs) regarding referrals and clinical triage capacity, so information is shared effectively and next steps are coordinated.
• Monitor referral flow and waiting lists across all contracts by reviewing demand, capacity and referral progress, so services continue to run smoothly and efficiently.
• Manage shared inboxes on a rota basis by prioritising and responding to enquiries promptly, so communication is handled consistently across the team.
• Build and maintain a strong understanding of The Owl Centre’s services, pathways and projects, so clients and colleagues receive accurate and relevant support.

We'd love it if you’re someone who is:

• Organised and able to manage priorities effectively.
• A clear, friendly and confident communicator.
• Self-motivated, with a genuine interest in learning and development.
• Comfortable using reports and data to identify insights and support decisions.
• A supportive team player who is happy to help when workloads are busy.

We'd love it if you have:

• Great experience in an administration role.
• Knowledge of MS office applications (Excel, Word, PowerPoint).
• Healthcare experience or understanding of healthcare ways of working.
• Managed dairies or scheduled appointments for multiple people and clients.

You’re someone who connects with our values:

• We are one team
• We are reliable
• We are creative
• We are passionate

You’re someone who connects with our values:

• We are one team
• We are reliable
• We are creative
• We are passionate

Don’t be put off if you cannot tick all the boxes. We know that candidates can be put off applying if you don’t feel you are a 100% there, but we would still love to hear from you! We get that a diverse workforce makes a great workforce, this is the reason we are committed to creating a diverse and inclusive culture where our people can turn up, be themselves & thrive.

We want you to be as relaxed as possible during our selection journey which may require an adjustment to our process. We encourage you to be open about what you need so we can adapt and allow you to thrive.

Closing Date:Friday 9th October at 9am

We may close this vacancy earlier than the advertised closing date if we receive a high volume of suitable applications. To avoid disappointment, we encourage you to submit your application as soon as possible.