Referral Co-ordinator
Job summary
30 hours the post includes weekend and bank holiday cover as part of rota.
Salary will be £22,826 - £24,336 pa, pro rata
We are pleased to announce Discharge to Assess has an exciting opportunity within our Business and Administration Team for a band 3 Referral Co-ordinator. This role is key in helping us to continue to provide and develop a responsive service in supporting complex discharges into Home First or Bedded pathways.
We are looking for a flexible individual who meets the essential criteria in the job description. Our Referral Co-ordinator needs to bring enthusiasm and show aptitude for change
This employment opportunity will provide experience working collaboratively with key partner organisations and clinicians within a multi-professional team.
"please note that this role may not be eligible for sponsorship under the Skilled Worker route, please refer to the Direct Gov website for more information with regards to eligibility"
Main duties of the job
The DTA team is an multi-professional team with a range of skills and capabilities from both health and social care backgrounds. DTA pathways offer opportunities for people following acute episodes of illness to have their assessments and/or a period of intermediate care undertaken outside of hospital. The aim of the team is to work in a personalised way, enabling and empowering people to self-manage their needs. The team respond in crisis/rapid situations, providing assessment and interventions with the aim of enabling people to remain in their own homes during their recovery.
The team accept referrals predominantly from University Hospital Plymouth and the Local Care Centre. People referred to the team have a wide variety of health and/or social care needs.
The post holder will
oLiaise with a wide range of services/agencies both internal and external to the organisation, working in partnership to resource and organise actions to meet the desired outcome for individual people, confirming plans and implementation with the relevant Responder and booking reviews.
oDeliver an effective and competent level of administrative support and consistently deliver a client focused service which promotes good customer service and effective working relationships.
oBe responsible for providing daily administrative support in the allocated service area ensuring business priorities are met for example: maintaining records, minute taking, data inputting
About us
Livewell Southwest is an independent, award-winning social enterprise providing integrated health & social care services for people across Plymouth, South Hams & West Devon, as well as some specialist services for people living in parts of Devon & Cornwall. With teams in community hospitals, GP practices, sports centres, health & wellbeing hubs.
As an organisation with a strong social conscience, we always value being kind, respectful, inclusive, ambitious, responsible and collaborative. Transforming services to make them sustainable, ensuring that we value, support & empower each other.
We are committed to involving the people we care for, families & carers in everything that we do, working towards co-production where we can. Helping us to deliver the right care for people, in the right place & at the right time. By putting people at the centre of what we do, we ensure to support people to lead, healthy independent lives & be the very best at helping people to live well.
Valuing our employees making an investment in their development a priority. We offer:
Protected CPD time for registered staff
Various development pathways and ongoing regular training packages for all staff
Leadership & mentoring programmes
Access & funding for training including Care Certificate, Assistant Practitioners Course & Scholarship Into Nurse Training
A Robust Preceptorship
A bespoke induction programme
Existing members of the NHS Pension Scheme can continue their membership when they join the organisation.
Date posted
07 September 2023
Pay scheme
Agenda for change
Band
Band 3
Salary
£22,816 to £24,336 a year pa, pro-rata
Contract
Permanent
Working pattern
Part-time, Job share, Flexible working
Reference number
B9832-2023-AC-1613
Job locations
200 Mount Gould Road
Mount Gould
Plymouth
Devon
PL4 7PY
Job description
Job responsibilities
Management of service
To receive referral information predominately from UHP or LCC. Acting as first point of enquiry. Booking and monitoring referrals into the service.
Share information with those who are required in the implementation of the plan; this may include reablement therapy services, long term conditions nurses, specialist nurses etc.
Completing and sending referrals for planned resources as appropriate.
Providing good quality advice and information to both customers and professionals within own limitations appropriately.
Complete administrative activities associated with implementing the customer plan; this will include documentation of all customer/service-related contacts.
Ensure that all components of the customer plan are implemented as requested i.e. monitor actions and ensure have been completed and are delivering the required responses.
To raise any issues that affects the implementation of the plan to the original Responder or Team Leader.
To action any alternative options as discussed with the Responder or Team Leader.
Maintain accurate up to date patient records
To collect and enter statistical data relevant to the service in line with Livewell Southwest and DTA policies and procedure, this includes audit
Support the management team to ensure that internal and external communication system are in place
Respond to telephone, email and written queries on behalf of the service, including call handling conjunction with line manager
Maximise the use of electronic systems to enable effective management of the service area such as Microsoft Office and patient record systems.
Ensure that all office support services e.g. post, fax, filing, photo copying, are delivered in a timely manner.
Be compliant with the Data Protection and record management policies and procedures with particular reference to confidentiality and safeguarding issues.
Be compliant with the Data Protection and record management policies and procedures with particular reference to confidentiality and safeguarding issues.
Communication
On a daily basis communicate relevant information to a variety of services/agencies which will include; GPs, specialist nurses, care agencies, customers, families/carers, voluntary agencies and others.
Communication may take a variety of forms i.e. telephone, e-mail, face to face; teams, to ensure that the appropriate medium is used and information is provided in a confidential manner, professionally and appropriate.
Ensure all communication complies with organisational and national policies and procedures.
To remain flexible and responsive to urgent requests to ensure provision of an efficient and effective service.
Maintain accurate up to date patient records
To collect and enter statistical data relevant tot eh service in line with Livewell South west and department policy and procedure.
Organisational
To manage and prioritise workload while ensuring responses to deadlines are met in an environment where the workload is essentially predictable
To ensure recording, completion and maintenance of accurate and up to date documentation on required/appropriate systems i.e. Care First 6, iPM and ePEX in accordance with national and organisational legislation, policies and procedures.
Report any data/telephony/system faults and queries.
To take a flexible approach in supporting the work of the team/group.
To collect and enter statistical data relevant to the work in line with organisational and team policies and procedures.
To be aware of and implement the organisations policies and procedures including health and Safety; the prompt recording of any accident, incident or other untoward event involving self, customers or other staff, taking reasonable care for personal health and safety and adhering to organisational policies.
To keep updated of policy changes and developments with the organisation and implement relevant policies, protocols and guidelines.
Clinical
To seek advice and supervision from staff within the team as necessary to ensure appropriate auctioning of customer plans.
To ensure that individual customers, their relatives and carers, are fully informed of and consent to the proposed plan. Due to the diverse and complex nature of the customer group this requires the ability to communicate complex information and to meet a range of levels in understanding and to overcome such barriers as; hearing loss, cognitive impairment, dysphasia, pain, fear, social and cultural differences.
To provide planned and spontaneous advice and instruction on specific elements of the customer plan to relatives, carers and other agencies involved in the customers care in order to ensure consistency of approach.
To work jointly with other health and social care colleagues and services to ensure customers identified rehabilitation and care needs are met.
To liaise with the group on the assessment for, and ordering of equipment and minor adaptations in line with organisational and departmental policies and procedures.
To maintain accurate, comprehensive and up-to-date customer records in line with organisational and team policies and procedures.
To actively participate in own development and identify personal development and training needs.
To undertake supervision in line with the organisations supervisions policies.
To participate in the organisations yearly staff appraisal in line with policies including the formulation of Personal Development Plans.
To attend mandatory and relevant training.
To contribute to the development of the role profile
To support new team members of all disciplines.
Staff management & development
Demonstrate own activities to new or less experienced employees.
Financial management
To process and pass for payment all relevant invoices in a timely manner in accordance with business process, with support of line manager
Monitor stock e.g. stationery and order supplies and equipment as required within the business area.
Undertake surveys or audits as directed.
Job responsibilities
Management of service
To receive referral information predominately from UHP or LCC. Acting as first point of enquiry. Booking and monitoring referrals into the service.
Share information with those who are required in the implementation of the plan; this may include reablement therapy services, long term conditions nurses, specialist nurses etc.
Completing and sending referrals for planned resources as appropriate.
Providing good quality advice and information to both customers and professionals within own limitations appropriately.
Complete administrative activities associated with implementing the customer plan; this will include documentation of all customer/service-related contacts.
Ensure that all components of the customer plan are implemented as requested i.e. monitor actions and ensure have been completed and are delivering the required responses.
To raise any issues that affects the implementation of the plan to the original Responder or Team Leader.
To action any alternative options as discussed with the Responder or Team Leader.
Maintain accurate up to date patient records
To collect and enter statistical data relevant to the service in line with Livewell Southwest and DTA policies and procedure, this includes audit
Support the management team to ensure that internal and external communication system are in place
Respond to telephone, email and written queries on behalf of the service, including call handling conjunction with line manager
Maximise the use of electronic systems to enable effective management of the service area such as Microsoft Office and patient record systems.
Ensure that all office support services e.g. post, fax, filing, photo copying, are delivered in a timely manner.
Be compliant with the Data Protection and record management policies and procedures with particular reference to confidentiality and safeguarding issues.
Be compliant with the Data Protection and record management policies and procedures with particular reference to confidentiality and safeguarding issues.
Communication
On a daily basis communicate relevant information to a variety of services/agencies which will include; GPs, specialist nurses, care agencies, customers, families/carers, voluntary agencies and others.
Communication may take a variety of forms i.e. telephone, e-mail, face to face; teams, to ensure that the appropriate medium is used and information is provided in a confidential manner, professionally and appropriate.
Ensure all communication complies with organisational and national policies and procedures.
To remain flexible and responsive to urgent requests to ensure provision of an efficient and effective service.
Maintain accurate up to date patient records
To collect and enter statistical data relevant tot eh service in line with Livewell South west and department policy and procedure.
Organisational
To manage and prioritise workload while ensuring responses to deadlines are met in an environment where the workload is essentially predictable
To ensure recording, completion and maintenance of accurate and up to date documentation on required/appropriate systems i.e. Care First 6, iPM and ePEX in accordance with national and organisational legislation, policies and procedures.
Report any data/telephony/system faults and queries.
To take a flexible approach in supporting the work of the team/group.
To collect and enter statistical data relevant to the work in line with organisational and team policies and procedures.
To be aware of and implement the organisations policies and procedures including health and Safety; the prompt recording of any accident, incident or other untoward event involving self, customers or other staff, taking reasonable care for personal health and safety and adhering to organisational policies.
To keep updated of policy changes and developments with the organisation and implement relevant policies, protocols and guidelines.
Clinical
To seek advice and supervision from staff within the team as necessary to ensure appropriate auctioning of customer plans.
To ensure that individual customers, their relatives and carers, are fully informed of and consent to the proposed plan. Due to the diverse and complex nature of the customer group this requires the ability to communicate complex information and to meet a range of levels in understanding and to overcome such barriers as; hearing loss, cognitive impairment, dysphasia, pain, fear, social and cultural differences.
To provide planned and spontaneous advice and instruction on specific elements of the customer plan to relatives, carers and other agencies involved in the customers care in order to ensure consistency of approach.
To work jointly with other health and social care colleagues and services to ensure customers identified rehabilitation and care needs are met.
To liaise with the group on the assessment for, and ordering of equipment and minor adaptations in line with organisational and departmental policies and procedures.
To maintain accurate, comprehensive and up-to-date customer records in line with organisational and team policies and procedures.
To actively participate in own development and identify personal development and training needs.
To undertake supervision in line with the organisations supervisions policies.
To participate in the organisations yearly staff appraisal in line with policies including the formulation of Personal Development Plans.
To attend mandatory and relevant training.
To contribute to the development of the role profile
To support new team members of all disciplines.
Staff management & development
Demonstrate own activities to new or less experienced employees.
Financial management
To process and pass for payment all relevant invoices in a timely manner in accordance with business process, with support of line manager
Monitor stock e.g. stationery and order supplies and equipment as required within the business area.
Undertake surveys or audits as directed.
Person Specification
Qualifications
Essential
- oEducated to vocational qualification level 3 in administrative related subject or equivalent level of qualification or significant equivalent previous experience and knowledge
- oMinimum level 2 Literacy and Numeracy
Desirable
- Diploma level health and social care / customer services
Knowledge
Essential
- oAbility to use range of software applications including word and Excel
- oUnderstanding of general office working procedures
- oUnderstanding of confidentiality & data protection act
- oAble to build effective working relationships with customers and colleagues/staff
Desirable
- Ability to use Business applications and patient record systems , i.e. CF6
- Systmone
- Understanding of MDT working
Experience
Essential
- oEvidence of decision making and resoling work issues
- oSubstantial experience of working in an administrative environment using computerised data systems.
Desirable
- Experience of working in health or social care environemt
- Experience working in referral management setting
- Proven relevant experience of working with vulnerable and older people
Other requirements
Essential
- Able to work flexibly to support the team and system demands
Skills
Essential
- Good writing, typing, data entry and telephone skills ensuring accuracy.
- oAbility to communicate verbally and in writing to a good level (face to face and over the telephone)
- oAbility to prioritise own workload
- oAbility to work effectively as part of a team.
- oAbility to use initiative organising own workload to set deadlines within the scope of role
- oOrganised, efficient and accurate
- oFlexible and adaptable willing to learn new skills
- oAble to analyse problems and initiate appropriate solutions effectively
- oAble to apply tact and sensitivity to establish trust and support
Desirable
- Ability to produce reports in variety of formats.
Qualifications
Essential
- oEducated to vocational qualification level 3 in administrative related subject or equivalent level of qualification or significant equivalent previous experience and knowledge
- oMinimum level 2 Literacy and Numeracy
Desirable
- Diploma level health and social care / customer services
Knowledge
Essential
- oAbility to use range of software applications including word and Excel
- oUnderstanding of general office working procedures
- oUnderstanding of confidentiality & data protection act
- oAble to build effective working relationships with customers and colleagues/staff
Desirable
- Ability to use Business applications and patient record systems , i.e. CF6
- Systmone
- Understanding of MDT working
Experience
Essential
- oEvidence of decision making and resoling work issues
- oSubstantial experience of working in an administrative environment using computerised data systems.
Desirable
- Experience of working in health or social care environemt
- Experience working in referral management setting
- Proven relevant experience of working with vulnerable and older people
Other requirements
Essential
- Able to work flexibly to support the team and system demands
Skills
Essential
- Good writing, typing, data entry and telephone skills ensuring accuracy.
- oAbility to communicate verbally and in writing to a good level (face to face and over the telephone)
- oAbility to prioritise own workload
- oAbility to work effectively as part of a team.
- oAbility to use initiative organising own workload to set deadlines within the scope of role
- oOrganised, efficient and accurate
- oFlexible and adaptable willing to learn new skills
- oAble to analyse problems and initiate appropriate solutions effectively
- oAble to apply tact and sensitivity to establish trust and support
Desirable
- Ability to produce reports in variety of formats.
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 (Opens in a new tab).
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 (Opens in a new tab).
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 (Opens in a new tab).
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 (Opens in a new tab).
Employer details
Employer name
Livewell Southwest
Address
200 Mount Gould Road
Mount Gould
Plymouth
Devon
PL4 7PY
Employer's website
https://www.livewellsouthwest.co.uk/ (Opens in a new tab)
Employer details
Employer name
Livewell Southwest
Address
200 Mount Gould Road
Mount Gould
Plymouth
Devon
PL4 7PY
Employer's website
https://www.livewellsouthwest.co.uk/ (Opens in a new tab)
For questions about the job, contact:
Business Support Manager
Anne Townsend
01752437776
Date posted
07 September 2023
Pay scheme
Agenda for change
Band
Band 3
Salary
£22,816 to £24,336 a year pa, pro-rata
Contract
Permanent
Working pattern
Part-time, Job share, Flexible working
Reference number
B9832-2023-AC-1613
Job locations
200 Mount Gould Road
Mount Gould
Plymouth
Devon
PL4 7PY
Supporting documents
Please view the full job description on NHS Jobs for attached documents.
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