Job overview

The Care Gateway provides a referral management and appointment booking service to multiple customers. To be the link between referrers, patients and receiving organisation’s (such as hospitals) ensuring the most appropriate onward referral method is utilised in line with the defined priority and patient choice, using eRS where possible to meet targets regarding waiting times for outpatient appointments. Capture accurate data to provide the Care Gateway with reporting on referrals and the use of eRS. To deliver an effective and competent level of receptionist and/or clerical support and consistently deliver a “patient-focused” service which promotes good customer service and effective working relationships

Main duties of the job

Act as first point of contact for the Care Gateway, dealing with routine patient and specialist enquiries. To answer telephone calls in a timely manner ensuring that all callers are dealt with dignity, respect, and empathy. Ensure that all comments, suggestions, and complaints are dealt with appropriately, in accordance with policy, resolving where possible and escalating to line manager when appropriate. To carry out all delegated duties as required. You will be required to work daily at a computer with large amounts of your time needing to concentrate fully and use numerous systems.

Detailed job description and main responsibilities

Communication

The Greater Manchester Referral Management Team provides the first point of contact for patients and GM GP practices throughout the referral process. This role involves working closely with a range of healthcare providers to ensure patients receive a smooth and efficient service. The post holder will communicate with patients, healthcare professionals and members of the public, providing clear, helpful information. They will respond to routine enquiries with empathy, professionalism and discretion, using tact and effective communication skills where needed.

Analytical and Judgement Skills

The post holder will:

• Manage and prioritise their own workload effectively, seeking guidance from their line manager when required.

Planning and Organising

• Organise their work efficiently to ensure tasks are completed accurately and in a timely manner.
• Demonstrate a flexible and adaptable approach to meet changing priorities and service deadlines.

Patient Care The post holder will:

• Deliver a proactive, responsive and patient-focused service, supporting patients throughout the referral and booking process.
• Provide timely and helpful support to patients and GP practices, responding to booking enquiries in a professional and understanding manner.

Human Resources The post holder will be required to:

• Take responsibility for maintaining and developing their knowledge and skills through continuous professional development.
• Complete all mandatory training requirements.
• Work in line with NHS GM policies, procedures and values.

Information Resources The post holder will:

• Interpret routine information and requests, taking appropriate action where required.
• Confidently use a range of Microsoft Office applications and other relevant systems to support the service

Person specification:

Other

Desirable

• Good time keeping
• An ability to maintain confidentiality and trust
• Flexible approach to work

Knowledge

Desirable

• Systems such as eRS, Gateway®, Cleric

Experience

Essential

• Working knowledge of Microsoft Office including Word and Excel
• Good standard of keyboard skills with good attention to detail.

Desirable

• Experience of working in a Call Centre environment
• Demonstrable experience of working in an administrative environment and working with computerised data systems
• Understanding of Data Protection legislation

Competencies

Essential

• Data accuracy test

Qualifications

Essential

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