Private Referral Hub Supervisor

Imperial College Healthcare NHS Trust; Greater London; On-site; GBP 33,000 - 37,000; Part time

Job summary

A prominent UK healthcare provider is looking for a Part Time Referral Hub Supervisor in Greater London. The successful candidate will ensure exceptional service delivery in managing Private Care referrals, supervising a dedicated team. Candidates should have experience in private healthcare, strong customer service abilities, and proficiency in medical terminology. This will be an opportunity to work with leading clinicians and enhance your career within a supportive environment.

Benefits

Career development opportunities

Flexible working

Staff recognition scheme

Leisure facilities membership options

Qualifications

• Minimum 1 year experience in a private healthcare setting.
• Supervisory experience and customer service skills are essential.
• Ability to use Microsoft Office and Trust hospital systems.

Responsibilities

• Supervise the Private Referral Hub team and provide a comprehensive service.
• Respond to complex patient enquiries via telephone, email, and Live Chat.
• Monitor client entries and ensure high levels of customer service.

Skills

Customer care skills

IT literacy

Understanding of medical terminology

Data analytics competence

Education

GCSE level C or equivalent

Medical terminology NVQW level 3 in Customer Service

Tools

Microsoft Office

Cerner

Compucare

Job description

An exciting opportunity has become available for a Part Time (Job Share Role) Referral Hub Supervisor within Imperial Private Healthcare.

The successful candidate will be primarily based at Charing Cross Hospital but may be required to cover at one of our other sites. You will be a part of a dynamic team responsible for ensuring the delivery of an exceptional and proficient Private Care referral service. Primarily responsibilities include coordinating and managing incoming Private Care enquiries, referrals, liaising with consultants, secretaries and private outpatient departments, ensuring an efficient and professional service throughout their Private Care pathway.

You will possess exceptional supervisory and teamwork skills; the ability to communicate is priority for the role alongside an understanding of medical terminology and medical referrals. You will have a professional and courteous telephone manner and be able to demonstrate the ability to communicate verbally and in writing.

You will have experience of working in a private healthcare or similar setting and have the ability to interact and build positive working relationships. You will be able to provide appropriate support as required in a busy environment, whist ensuring our patients and clients have a positive experience within the Trust. Our Private Referral Hub department is open from 8-6 Mon-Friday.

The successful candidate(s) will need to agree in advance how responsibilities and working hours will be split.

Main duties of the job

• You will be responsible for the supervision, performance and processes of the Private Referral Hub team and provide a comprehensive and efficient private referral service for patients, referrers and consultants. Exemplary customer service skills and communication is priority for the role alongside an understanding of medical terminology and medical referrals.
• You will have a professional and courteous telephone manner and be able to demonstrate the ability to communicate verbally and in writing.You will be responsible for reviewing medical and clinical information, determining the appropriate specialist and allocating accordingly.
• Booking outpatient appointments across the Private Care sites and ensuring private outpatient rooms are available.
• To monitor daily the Private Care review sites, ensuring all Imperial College Healthcare Private Care client entries are responded to expertly and efficiently.
• To respond to and deal with a variety of often complex private patient enquiries/requests in a timely manner, whether by telephone, email and/or Live Chat service, ensuring that all enquiries are resolved professionally and with a high level of customer service. Maintaining data entry logs for all enquiries directed through the Referral Hub, ensuring analytical data is presented to the Private Care Marketing team on a monthly basis.
• To contribute to the planning and implementation of change within the Private Referral Hub.

About us

At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.

Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You'll get an experience like no other and will fast forward your career.

Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.

We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview.

Job responsibilities

The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.

For both overviews please view the Job Description attachment with the job advert.

Person Specification

Education/ Qualifications

• Educated to GCSE level C or equivalent passes at Grade C or above, including English Language and Maths with evidence of numeracy and literacy.
• Medical terminology NVQW level 3 in Customer Service

Experience

• Supervisory Experience
• Administrative Experience
• Minimum 1 year experience in a private healthcare setting or similar.
• Customer Service
• IT literacy
• An understanding of Medical Referrals
• NVQ II Customer Care or equivalent
• Competence in Data Analytics

Skills/Knowledge/ Abilities

• Competent use of Microsoft Office and Trust hospital systems - Excel, Word, Powerpoint, Cerner & general Dbase systems.
• Excellent customer care skills to suit working in a private sector.
• Able to use and develop a basic understanding of medical terminology
• Service sector work (preferably hospital).
• Knowledge of Cerner and Compucare

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.

£33,094 to £36,195 a yearpa inclusive pro rata