SPA Referral Advisor

NHS; St Albans; On-site; GBP 26,000 - 28,000; Full time

Job summary

A regional health service provider in St Albans is looking for an administrator to manage all incoming communications. Responsibilities include answering calls, directing referrals, and managing data input for patient records. The position requires strong communication skills, IT proficiency, and the ability to work under pressure. Successful candidates will receive comprehensive training. Salary ranges from £26,240 to £27,928 pro rata, with additional benefits included. A background check will be necessary.

Qualifications

• Good level of communication skills when dealing with service users and others.
• Knowledge and experience working with those experiencing mental health difficulties.
• Ability to organise and prioritise own workload within an agreed schedule.

Responsibilities

• Act as the first point of contact for service users and relatives.
• Manage all incoming communications and direct appropriately.
• Input new referrals onto SPA data and manage incoming and outgoing post.

Skills

Communication skills

Customer care skills

Ability to work under pressure

IT proficiency (Word, Excel)

Education

Good level of education GCSEs or equivalent including English Language

Good level of numeracy

NVQ3 or equivalent experience

Job description

The closing date is 15 December 2025.

We have a permanent position for an administrator based at our friendly Single Point of Access Service in St Albans.

You will manage all incoming communications including telephone, fax or letter and any other forms of communication. You will use information systems to establish the urgent status of potential new referrals. You will manage day-to-day enquiries and requests for information. You will work to agreed pathways and protocols to support the clinical advisors and Management team within the Department.

There will be a full training programme from an outstanding organisation and you will be fully supported in your training. We offer a full 8‑12 week on‑site training program. The vacancy may close early if sufficient candidates apply.

Main duties of the job

• To be the first point of contact for the service user or carer/relative, establishing the nature of the communication
• To answer all incoming telephone calls and direct them to the appropriate clinician/practitioner across the organisation
• To identify referrals requiring immediate response and redirect them to the appropriate Single Point of Access clinician/practitioner
• To effectively manage incoming and outgoing post
• To establish priorities, work independently, and proceed with objectives with minimal supervision

The Single Point of Access is a Monday to Friday service and Referral Advisers will be expected to work a shift pattern to cover the service.

About us

Hertfordshire Partnership University NHS Foundation Trust is one of just five mental health trusts to achieve an overall rating of "Outstanding" from the Care Quality Commission.

Our family of over 4,000 members of staff provides health and social care for people with mental ill-health, physical ill-health and learning disabilities across Hertfordshire, Buckinghamshire, Essex and Norfolk, delivering these services within the community and several inpatient settings. Everything is underpinned by choice, independence and equality, with our Trust values embedded throughout:

Welcoming. Kind. Positive. Respectful. Professional.

Job responsibilities

• Will be responsible for inputting new referrals onto SPA data
• To provide information to callers in response to enquiries for information, accessing relevant electronic/web-based information
• To check the electronic patient systems to establish whether an individual is previously/already known and open to the service
• To enter appropriate minimum data set on the Customer Relationship Management System/electronic patient records, using effective questioning skills and respecting patient confidentiality, working within Trust protocols and legislative requirements
• To identify referrals requiring immediate response and redirect to the appropriate Single Point of Access clinician/practitioner
• To contribute to the continuous improvement of service provision by communicating service user information to relevant parties
• To effectively manage incoming and outgoing communication
• To establish priorities, work independently, and proceed with objectives with minimal supervision

Person Specification

Qualifications

• Good level of education GCSEs or equivalent including English Language
• Good level of numeracy
• NVQ3 or equivalent experience or willingness to work towards this qualification

Previous Experience

• Knowledge and experience of working with those experiencing mental health and/or learning disability difficulties
• Be proficient in the use of computerised systems especially Word and Excel to a level that enables the production of a high standard of finished work
• The ability to organise and prioritise own workload within an agreed schedule of work and to work under pressure and within agreed timescales

Communication Skills

• Ability to communicate effectively when under pressure
• Excellent communication skills when dealing with service users, relatives, carers and other outside agencies either by telephone/letter or face to face
• Good customer care skills

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

Hertfordshire Partnership University NHS Foundation Trust

£26,240 to £27,928 a year pro rata (5% HCAS included)