RMC Call Processor
Job summary
***Please note this vacancy is only open to applicants already working within the Shropshire Telford and Wrekin system (including SATH, RJAH, SCHT and ICB), any applications external of these organisations cannot be accepted. ***
The Referral Management Centre (RMC) manage GP and Community Optician referrals for patients registered to medical practices within the Shropshire, Telford and Wrekin locality.
The RMC service currently support 51 Shropshire, Telford and Wrekin GP practices as well as 10 Welsh Border practices.
Main duties of the job
This role involves providing support and advice to patients to assist them with the booking of their appointment for further care, enabling patients to make the right choice in where and when they wish to be seen. RMC process the majority of referrals from GP practices in STW in addition to managing a referral contract for Welsh Border patients.
About us
The team within the ICB is made up of a Referral Management Operational Lead , Clinical Nurse Specialist, 3 Supervisors and 16 Call Handlers and Processors.
Job description
Job responsibilities
Receive & process referrals from GP practices via e-Referrals, as per the RMC Standard Operational Procedures (SOPs), ensuring that the referral packages are complete and inputting all relevant data to the RMC & e-Referrals IT systems
Engage with patients (both by calling-out & receiving telephone calls) who require a first out-patient consultant appointment, enabling them firstly to make an informed choice of Provider and to book an appointment, using RMC SOPs and standard call-scripts
Generate correspondence to patients and to Providers
Ensure prompt & accurate input of all relevant information to RMC & e-Referrals IT systems
Ensure that all complaints, comments and suggestions received are logged and dealt with appropriately, resolving where possible and escalating to RMC Supervisor when appropriate
Ensure compliance at all times with NHS standards of information governance (in particular patient confidentiality & data protection), both within ones own practice and also in the RMC team
Perform general administrative duties (e.g. photocopying; word processing of standard documents & letters; email circulations) when required. NB: Post holder must have a standard level of keyboard skills and be able to use Microsoft Word and Excel
To contribute to producing reports on referrals activity as required
Maintain a flexible/adaptable approach to the work of the RMC in order to meet various performance standards
Person Specification
Knowledge
- Basic IT Knowledge
Knowledge
- Microsoft Packages
- Data Entry
Experience
- Patient facing/ customer service 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.
Employer details
Employer name
NHS Shropshire, Telford and Wrekin Integrated Care Board
Address
Wellington Civic Offices
Larkin Way, Tan Bank
Wellington, Telford
TF1 1LX
Employer's website
https://www.shropshiretelfordandwrekin.nhs.uk/
- Company
- NHS Shropshire, Telford and Wrekin Integrated Care Board
- Location
- Wellington, Telford, United Kingdom TF1 1LX
- Employment Type
- Fixed-Term
- Salary
- £24937.00 - £26598.00 a year
- Posted
- Company
- NHS Shropshire, Telford and Wrekin Integrated Care Board
- Location
- Wellington, Telford, United Kingdom TF1 1LX
- Employment Type
- Fixed-Term
- Salary
- £24937.00 - £26598.00 a year
- Posted