Patient Referral Management Centre Coordinator

Children's Hospice South West; Bury St Edmunds; Remote; GBP 23,000 - 26,000; Full time

Job summary

West Suffolk NHS Foundation Trust is seeking a Band 3 PRMC Coordinator to join the Patient Referral Management Centre in a busy NHS setting. The role involves handling outpatient referrals, booking appointments, and supporting the team with high levels of accuracy and customer service.

You will be the first point of contact for patients, requiring excellent communication and computer literacy. The post offers a 37.5-hour week in a collaborative, supportive environment with a focus on patient

Qualifications

• GCSE English and maths at A–C grade required.
• Experience with NHS administration and basic software tools preferred.
• Good communication, accuracy and ability to work to targets.

Responsibilities

• Manage outpatient referrals and book appointments efficiently.
• Handle patient enquiries by phone and email with empathy.
• Prioritise workload and support service manager and PA's.
• Maintain accurate waiting lists and meet deadlines.
• Collaborate with clinicians and other Trust departments.

Skills

Communication skills

Computer literacy

Multitasking

Telephone manner

Independent work

Attention to detail

Education

GCSE English & Maths A-C

Higher education qualifications

Tools

Microsoft Office

Choose and Book (E-Referrals)

NHS Administration systems

Job description

Job summary

Band 3 Patient Referral Management Centre Co-ordinator

37.5 hours per week

We have an opportunity for someone wishing to start a career within administration in the NHS.

We are looking for someone to join a team within the Patient Referral Management Centre contacting and booking patients for their appointments

Here in the Patient Referral Management Centre we are the first point of contact for patients calling in to the hospital, so we are a very important team here at the West Suffolk Hospital.

We are seeking a highly motivated PRMC Co-Ordinator who can stay calm under pressure and excel themselves in a fast-paced environment using their initiative to make sure tasks are completed within the deadlines set. Our ideal candidate will be a good team player, that can also work independently who has excellent attention to detail.

Main duties of the job

Here in PRMC you will manage your own specialty individually or as part of a team. In managing your specialty, you are responsible for making sure all outpatient referrals are dealt with appropriately and in a timely manner, filling the appointments with suitable patients and managing your consultants leave alongside the service manager and PA's.

Whilst managing your service, you will be on the phone to patients during your shift to assist them with any queries they may have.

To excel in this role, you need to be computer literate as all of our work is computer based, be able to prioritise your workload efficiently and have empathy towards our patients as the job role is based around sensitive information.

• Telephone contact with patients
• Working as part of the Patient Referral team
• Working with Electronic Referral System
• WASP
• Ecare

About us

#BeKnown at West Suffolk NHS Foundation Trust. By us. By our patients. By our community

We are a busy, friendly, rural NHS Trust providing high-quality care and compassion to more than a quarter of a million people across west Suffolk. We care for, treat and support people in hospital, at home and in various community settings.

The West Suffolk Hospital in Bury St Edmunds provides acute and secondary care services (emergency department, maternity and neonatal services, day surgery unit, eye treatment centre, Macmillan unit and children's ward). It has 500+ beds and is a partner teaching hospital of the University of Cambridge.

Adult and paediatric community services, provided in collaboration with West Suffolk Alliance partners, include a range of nursing, therapy, specialist, and ongoing temporary care and rehabilitation, some at our Newmarket Community Hospital.

We do our utmost to achieve outstanding clinical outcomes for patients and our values of fairness, inclusivity, respect, safety and team work guide how we work and behave as a team.

With nearly 5,000 staff, from all over the world, we strive to make our organisation a great place to work. Whatever your role or ambition, we want to help you be the best you can be.

We promote a diverse and inclusive community where everyones voice counts and you can #BeKnown for whoever you are.

Join us. What will you #BeKnown for?

Job responsibilities

Please see the attached job description for more details

Communication:

a. Will seek guidance from the PRMC Manager/Supervisor or Trust clinicians when addressing PRMC issues/discrepancies related to their specific clinical specialties.

b. In Support of the PRMC Team will undertakes all tasks in a timely, accurate manner while maintaining the highest standards associated with customer service.

c. Participate in weekly meetings with the Senior Management Teams across the Trust from all divisions. Present for discussion accurate patient waiting list figures and escalating any issues.

d. At all times will promote among clinicians, health care works are any other associated outside agency, awareness of the PRMC role and its uses within the trust to raise the stature of PRMC as the essences of professionalism.

e. Facilitate improved communication within the department and between other departments, clinicians, managers, other staff and patients while maintaining the highest form of customer care.

f. Will participate in PRMC Meetings to highlight any issues that may need resolving, to ensure workloads are prioritised in order to meet targets and address any other business.

g. Will communicate essential information prior to patients attending appointments.

h. To work closely with other team leaders and supervisors to ensure the needs of the department and most importantly the needs of the customer are met.

i. Will use tact and persuasive skills when there are barriers to understanding (I.e. Language barriers, emotional, abusive, under the influence of stimulants) to minimise personal risk.

j. Will interface as required with other Trust, offices, and personnel in seeking ways, means and ideas to improve the Patient Referral Management Centre processes.

k. Will participate in the active engagement and involvement of key stakeholders in meeting the targets outlined within Trust policies and guidelines, including clinicians. Managers, service used, and the ICB as required.

Person Specification

Education and Qualifications

Essential

• - English and Maths GCSE A-C / 4-9

Desirable

• Evidence of Continuous learning
• Proven Computer Literacy
• -Higher Education Qualifications

Experience and Knowledge

Essential

• Ability to communicate with all levels of health professional and patients.
• Experience with setting and meeting local and national targets.
• Awareness of patient confidentiality

Desirable

• NHS Experience
• Understanding of the 18-Week pathway
• Experience of NHS Administration systems
• Knowledge of Choose and Book (E-Referrals)
• Knowledge of medical terminology.

Skills & Abilities

Essential

• Excellent communication skills
• Computer Literate
• Ability to multi-task
• Excellent telephone manner
• Computer Literate
• Able to work on own initiative
• Ability to work under pressure and in a busy environment

Desirable

• -Evidence of analytical ability and problem solving skills
• -Knowledge of Microsoft office

Personal Qualities

Essential

• Ability to learn quickly and understand complex rules and guidelines
• Ability to adapt to changes to meet the service
• -Professional approach and good work ethic
• -Ability to tailor communication techniques to meeting the individual's requirements.
• -Ability to work both in a team and independently
• -Efficient handling and completion of tasks
• -Excellent attention to detail
• -Analytical
• -Able to offer support / sensitivity depending on the circumstances

Desirable

• Desire to progress, learn and improve

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 details

Employer name

West Suffolk NHS Foundation Trust

Address

West Suffolk NHS Foundation Trust

Hardwick Lane

Bury St Edmunds

IP33 2QZ

United Kingdom

Employer's website

https://www.wsh.nhs.uk (Opens in a new tab)