Referral Management Supervisor

Job overview

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

Detailed job description and main 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.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.