Referral Management Supervisor
Job summary
The postholder will work as part of the outpatient services management team and has a responsibility for improving and modernising services.
The post holder will aid in overseeing, monitoring and managing electronic referral triage system across the Trust. , the postholder will be responsible for effectively managing the day-to-day support of the Outpatient appointments call centre functions, supporting an admin team to manage all new appointments across the PRUH & South sites for the respective services who we are responsible for using multiple booking systems.
Main duties of the job
The Referral Management Supervisor post is multi-functional and has an internal and external focus. Responsibility will cover specific designated specialties.
The key roles are as follows:
- To support the Referral Management Service Manager with operational, administrative, modernisation and business issues.
- To have supervisory responsibility for designated OPAC Coordinators regarding electronic referrals processing and to work closely with other managers within the team to ensure cross cover.
- To be high profile and visible, co-ordinating the smooth running of the referral and appointments systems, supporting the OPAC staff and ensuring a patient call centre focused delivery.
- To assist in achieving all access and choice related targets and objectives
About us
The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally enabled, and focused on sustainability, we aim to take Team King's to another level.
We are at a pivotal point in our history, and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.
King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.
Job description
Job responsibilities
Leadership
To provide support and assistance to the Referral Management Service Manager in relation to operational administrative and business issues and to deputise as required.
To facilitate excellent communication within the department by effectively disseminating all information received to the team and by feeding back relevant comments and queries to the Patient Access Service Management Team
To assist the Referral Management Service Manager in maintaining processes relating to the smooth running of the appointments and referral management systems and referral centre.
To ensure the appointment service is run to a high standard, adapting to the changing requirements of the service.
To support and develop the OPAC staff to ensure smooth running of the appointments system.
To act as first point of contact for queries and complaints regarding referral processing from patients, GPs, internal service users etc, and assisting in complaint investigations as required.
Staff Supervision
To provide supervisory support for referrals management to the OPAC Coordinators
To organise and where appropriate to prioritise the allocation of work amongst the administrative team and to ensure cover is provided in times of absence.
To ensure that the OPAC Coordinators follow correct procedures on IT referral and booking systems relevant to the OPAC
To be conversant with all activities within the department and provide cover in time of absence
Training
To liaise with and provide advice to the OPAC staff on matters regarding IT systems used and business functions.
To maintain own professional development and be aware of current and future NHS and Trust initiatives and developments
To assist in the production of training guidelines and development of effective training packages.
EPIC and Wait List Management
To act as an EPIC and Choose & Book (eRS) Super user / core trainer for the department.
To liaise with the specialties to ensure that all referrals are prioritised by the Consultants / designated clinician in a timely fashion to ensure no delays in EPIC WQ
To be responsible for ensuring that all required data is accurately entered onto the computerised Patient Administration System EPI
To be responsible for data quality collection within the team and where standards are not being met to take appropriate action
To ensure that staff accurately check and update as appropriate the patients name, address, ethnicity and GP name and address whenever they make contact with the OPAC
To be responsible for staff performance monitoring and where required to take the necessary steps to support with additional training.
Person Specification
Qualifications
- NVQ level 3/A Level standard or equivalent experience
- Significant NHS experience in an administrative support role
- Can demonstrate leadership qualities & personal characteristics which would lead an interview panel to the conclusion that the candidate
- Staff Management qualification
- Staff supervisory experience
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
Employer details
Employer name
King's College Hospital NHS Foundation Trust
Address
Orpington Hospital
Cardinham Rd
London
BR6 9JU
United Kingdom
Employer's website
https://www.kch.nhs.uk/