Patient Choice Facilitator

NHS; Exeter; On-site; GBP 24,000 - 27,000; Full time

Job summary

A leading healthcare provider in Exeter is seeking a dedicated administrative officer for their Devon Referral Support Service. You will coordinate referrals and book appointments while providing excellent customer service to patients and staff. Ideal candidates will have strong communication skills and experience in an administrative role. This position offers a competitive salary and a permanent contract.

Qualifications

• Experience in an administrative environment and with computerized data systems.
• Ability to record accurate messages and data.
• Professional and empathetic communication with patients.

Responsibilities

• Act as the main point of contact for patients and hospital staff.
• Coordinate referrals and book appointments for patients.
• Record referral information accurately in a bespoke database.

Skills

Communication

Data Entry

Microsoft Office

Teamwork

Time Management

Education

NVQ 3 level or equivalent

Tools

Microsoft Word

Microsoft Excel

Microsoft Teams

Microsoft Outlook

Job description

Devon Referral Support Service (DRSS) is a dynamic team that works on behalf of GP practices and providers to promote the safe and equitable application of referral pathways, commissioning policies and patient choice.

DRSS is an integral part of the wider Delivery directorate and enacts the relevant strategic and operational asks of the directorate. Supporting referrers and their patients on the referral pathway by processing and signposting referrals appropriately.

The post holder will be the main point of contact over the telephone for patients, their carers' and staff from NHS and independent hospitals, working within the DRSS contact centre.

The work will involve coordinating referrals and booking appointments for patients over a range of elective specialties commissioned by the NHS Devon. Under the NHS Choice Framework, patients will be offered a choice of treatment options, dates and locations.

Eligibility to Work in the UK - Important InformationNHS Devon does not currently hold a sponsorship license to support visa applications. We have been able to successfully meet our recruitment needs without the requirement for visa sponsorship. As such, we are only able to consider applications from candidates who already have the appropriate legal right to work in the UK at the time of application. We are committed to fostering an inclusive and diverse workforce and welcome applications from all qualified individuals who meet this requirement. Thank you for your understanding.

Main duties of the job

• Working with the Devon Referral Support Service (DRSS) contact centre as the main point of contact over the telephone for patients, their carers' and staff from NHS and independent hospitals.
• Answering telephone calls, in a timely, polite manner. Taking appropriate action and seeking advice from colleagues as needed. Recording accurate messages and passing on to the relevant departments/person.
• Delivering an effective and competent level of clerical support and consistently deliver a "patient-focused" service which promotes good customer service and effective working relationships.
• Coordinating referrals and booking appointments for patients over a range of elective specialties commissioned by NHS Devon. Under the NHS Choice Framework, patients will be offered a choice of treatment options, dates and locations.
• Carrying out a check on each patient's referral to identify the appropriate outcome for the patient.
• Using reference materials provided, you will identify suitable services to offer appropriate choice of appointment and location to the patient.
• Be polite, patient, professional and empathetic when speaking to callers on the telephone.
• Recording referral information accurately on a bespoke DRSS database.

The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the Department and the Organisation.

About us

As an Integrated Care System (ICS), we know that delivering the care people truly need requires collaboration. Together for Devon is a partnership where health and care services join with local communities to improve health, wellbeing, and care. Our goal is to transform services so they are clinically, socially, and financially sustainable.

Our vision is simple: equal chances for everyone in Devon to live long, happy, healthy lives. To achieve this, we have six ambitions over the next five years: Effective and efficient care, embedding the Integrated Care Model, the Devon Deal (a citizen-led approach), focus on children and young people, Digital Devon, and ensuring equality.

About NHS Devon

As part of the Devon ICS, the NHS Devon Integrated Care Board manages most of the county's NHS budget, planning to improve health, deliver quality care, and achieve better value. The diverse board works to improve lives across Devon, reduce health inequalities, and ensure sustainable services.

For more, visit www.icsdevon.co.uk and www.devon.icb.nhs.uk.

Temporary posts may become permanent. All roles can be development opportunities if applicants don't fully meet essential criteria initially but can progress. Vacancies may close early due to high application volume.

Job responsibilities

Please see the attached Job description and person specification for full details of the role and responsibilities.

The wider organisation continues to embrace the benefits of agile, hybrid working, however this is an operational role that requires regular onsite working and full competency in role before hybrid working may be considered.

Interviews to be held on 22 October 2025.

Person Specification

Qualifications

• Educated to NVQ 3 level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience.

Experience, Skills and Attributes

• Demonstrable experience of working in an administrative environment and working with computerised data systems.
• Working knowledge of Microsoft Office including Word and Excel, Teams, PowerPoint, OneNote, Outlook.
• Clear communicator with good writing, data entry and telephone skills.
• Ability to work effectively as part of a team.
• Advanced keyboard skills with a high degree of accuracy for minute taking and data input
• Experience of working in a health care environment.
• Awareness of a range of Health Services provisions.
• Knowledge of NHS issues.
• Understanding of Data Protection legislation.

Other

• Understand of and commitment to equality of opportunity and good working relationships.
• Able to work on own initiative, organising and prioritising own workload to set deadlines.
• An ability to maintain confidentiality and trust.
• Good time keeping.
• Flexible and proactive approach to work.

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 name

Address

Aperture House

£24,937 to £26,598 a yearPer annum pro rata

Contract

Permanent

Working pattern

Reference number

Job locations

Aperture House