Referral Coordinator

Shaw Trust; United States; Remote; USD 42,000 - 62,000; Full time

Benefits offered by this job

25 days annual leave

Volunteer leave

Enhanced pension

Life Assurance

Learning and development

Flexible working

Job summary

Shaw Trust is recruiting a Referral Coordinator to join our administrative team, supporting a government-funded programme delivering early-intervention work and health support. You will handle referrals, scheduling, and reporting, while collaborating with service managers and frontline staff to ensure high-quality delivery.

We seek a detail-oriented professional with strong IT and communication skills, capable of data input accuracy and maintaining CRM guidelines.

Qualifications

• Customer service and/or administration experience.
• Ability to consistently meet targets.

Responsibilities

• Serve as the first point of contact for referrers and participants.
• Coordinate referrals and scheduling within contract requirements.
• Prepare and share minutes, reports, and management information.

Skills

Customer service

Administration

Data protection

Communication

Tools

Microsoft Office

Databases

Job description

We are recruiting for a Referral Coordinator for a government funded programme that offers an early-intervention work and health support and assessment service. This provides holistic support to overcome health-related barriers to employment, and a single, joined-up gateway to other support services. The programme sits within our Community Health & Wellbeing division and is a growing part of the business and our wider employment support offer to our beneficiaries. We work in partnership with mental and/or physical health clinical teams, GP practices and other referral partners who refer clients who are currently in employment but are experiencing difficulties in the workplace and require assistance to help them return to work, remain in work or find new employment. This programme will also support those who have fallen out of work to get the support they need to return to employment. That support will be tailored to their specific needs and circumstances. We need you to work in the administrative team working alongside our operational teams to support the delivery of the programme. Your role will require you to be the first point of contact for referrers and participants looking to join the programme. You will have the ability to make this first impression one that is lasting and inviting. On top of this you will also have the ability to undertake the basic duties of an administrator including scheduling, communications, and report generation. To stand-out you need to champion and embrace change, balance the empathy of a charitable heart with a commercial edge, and be willing to learn and collaborate with others. Your eye for detail and rigorous approach to quality will be crucial in ensuring that the programme offers the very best support to its participants.

What you will be doing

• First point of contact for participant enquires ensuring a lasting and welcoming first impression. Receive and process all referrals to the contract including scheduling a follow-up within the time frame of the contract requirements. Provide support to the service, enabling front line staff to focus on participants by managing and completing administrative and support functions.
• Host any key stakeholders' visits or events relating to the service ensuring facilities, agenda and arrangements are well-organised and communicated to relevant parties.
• Take part in weekly team meetings with the team to allow the sharing of ideas and best practices, take minutes and disseminate in a timely manner to the team. Collect, collate, and disseminate management information for use in the delivery of the programme. Produce high level, accurate analyses, and reports of financial and management information for company and external use.
• In partnership with the Programme Manager, develop and implement quality processes for use on the programme. Monitor and audit data capture systems to ensure the recording of all contract performance monitoring and management information is effective to enable the production of reports, and statistics.
• Conduct evidence-based quality checks monthly and report finding to the appropriate management team.
• Maintain instructions, guidelines and procedures for staff including OEM, SOP, MAF and CRM guides.
• Support all delivery teams to maximise performance by using the CRM and MI systems effectively through training, MI analysis and feedback. Overseeing timeliness and quality of data inputting, supporting the IPS Service Manager to meet claim deadlines. Collate and process monthly claims in a timely manner ensuring all claims are accurate.
• Operate a customer focused culture to designated standards of service, ensuring customer feedback is appropriately reported.
• Train new staff on the CRM system and provide refresher training when necessary to existing staff.

Experience:

Customer service and/or administration experience Demonstrable experience of successfully working to targets

Skills and Attributes:

Excellent IT skills, including familiarity with Microsoft Office software and previous experience of working with databases. Excellent verbal and written skills and ability to communicate concisely and effectively. Demonstrable experience of providing excellent customer service skills. Understanding of data protection and information security.

Personal Qualities, Communicating & Relating to Others:

Excellent interpersonal and communication skills Good at building relationships with both internal and external stakeholders Ability to use initiative when required and take a problem-solving approach to work tasks Ability to work well as part of a team and independently when required

"Shaw Trust promotes team spirit, inclusiveness and it is an organisation where everybody is somebody. I am proud to be part of this great organisation."

At Shaw Trust we believe everyone has the right to live a decent and dignified life and an opportunity for rewarding work. We are a social purpose organisation challenging inequality and breaking down barriers to enable social mobility. For us being part of the solution is about creating the conditions for this to happen, advocating and delivering services that make a real difference. Working in partnership not competition, we are part of an eco-system of purpose-led organisations, striving for a fairer, more equal society centred on opportunity for all.

As an employee of Shaw Trust as well as positively impacting people's lives, you will have access to the following benefits

• 25 days annual leave per year (plus bank holidays), with incremental increases post 3 years' service up to 28 days, and the option to purchase additional holiday
• 2 days paid volunteering leave each year
• An enhanced pension scheme after 6 months
• Life Assurance at 3 times your annual salary rate
• Access to a suite of learning and development opportunities including paid for apprenticeship and masters' levels qualifications, and management development programmes
• Opportunities to connect with our employee diversity networks (LGBTQ+ Support Network, Racial Equality Network, Disability Equality Network, Neurodiversity Peer Support Network, Women's Network, MANaging Network, Menopause Network Group)
• Health and Wellbeing initiatives including internal support, employee assistance programme and health cash plan
• Opportunity to request flexible working from day one

Our Strategy To find out more about Shaw Trusts aims in our 2030 Strategic Directive available here: Vision-2030-Strategic-Directive-5-9.pdf

Join a diverse and inclusive organisation Shaw Trust is committed to creating a diverse and inclusive working environment, where every employee, regardless of their background or lived experience, feels that they belong and can progress in their career.

In addition;

• We are proud to be certified as an employer who meets the National Equality Standard, the accepted standard for inclusiveness in business across the UK.
• We are Disability Confident Leaders, support the guaranteed interview scheme and use of the government's Access to Work scheme.
• Living our values, we are keen to reflect the diversity of UK society at every level within our organisation.