Patient Choice Facilitator (NHS AfC: Band 3) - NHS Devon Integrated Care Board

NHS Devon Integrated Care Board; Exeter; On-site; GBP 20,000 - 30,000; Full time

Job summary

A health care organization in Exeter seeks an administrative professional to coordinate patient referrals and appointments for ADHD and Autism. This role requires strong communication skills, experience in a medical environment, and proficiency in Microsoft Office. The candidate will be responsible for handling phone inquiries and ensuring accurate record-keeping. This position offers a chance to be part of a significant health initiative in Devon.

Qualifications

• Demonstrable experience of working in an administrative environment.
• Experience of working in a health care environment.
• Understanding of Data Protection legislation.

Responsibilities

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

Skills

Clear communicator with good writing skills

Advanced keyboard skills

Ability to work effectively as part of a team

Good time keeping

Flexible and proactive approach to work

Education

Educated to NVQ 3 level in a relevant subject or equivalent

Tools

Microsoft Office (Word, Excel, Teams, etc.)

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.

These 12-month fixed term posts will focus on attention deficit hyperactivity disorder (ADHD) and Autism referrals from Devon GPs. Therefore, knowledge in any of the following areas would be beneficial; Right to Choose, Autism, ADHD.

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.

Working for our organisation

As an Integrated Care System (ICS), we recognise now more than ever that we can only provide the care that people really need by working together. Together for Devon therefore represents a partnership where health and care services work together with local communities to improve peoples health, wellbeing and care. It aims to transform health and care services so they are clinically, socially and financially sustainable.

Our vision is simple: equal chances for everyone in Devon to lead long, happy and healthy lives. To achieve this, we have set out six ambitions for the next five years that will help us transform services including: Effective and efficient care, embedding the Integrated Care Model, the Devon deal (a citizen-led approach to health and care), Children and young people, Digital Devon and ensuring Equality.

About NHS Devon

As part of the Devon ICS, NHS Devon Integrated Care Board is responsible for the majority of county's NHS budget, and develops a plan to improve peoples health, deliver high-quality care and better value for money. The organisation is led by a diverse board, with an aim to improve peoples lives in Devon wherever they live, to reduce health inequalities and make sure we can deliver these services for the long term.

Detailed job description and main 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 12 November 2025.

All roles can be development opportunities if applicants don’t fully meet essential criteria initially but can progress. Vacancies may close early if a high volume of applications are received. Temporary posts may become permanent.

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.

Person specification

Qualifications

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

Experience

• 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.
• 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.

Skills & Attributes

• 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

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.

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