Referral Advisor - St Albans, United Kingdom - Hertfordshire Partnership NHS Foundation Trust

Hertfordshire Partnership NHS Foundation Trust

Verified Company

St Albans, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The post holder will manage all incoming communications including telephone, or letter and/or any other forms of communication. The post holder will use information systems to establish the urgent status of potential new referrals. The post holder will manage day to day inquiries and requests for information. The post holder will work to agreed pathways and protocols to support the clinical advisors and Management team within the Department

This is a key role in our Single Point of Access service. Post holders will be required to work a shift pattern. One of the key skills needed is the ability to deal with telephone referrals

Hertfordshire Partnership University NHS Foundation Trust (HPFT) is an outstanding organisation with ambitions to match.

We are one of just five mental health trusts to achieve an overall rating of 'Outstanding' from the Care Quality Commission, and our aim is to be the leading provider of mental health and specialist learning disability services in the country.

Our family of over 3500 members of staff provide health and social care for over 400,000 people with mental ill health, physical ill health and learning disabilities across Hertfordshire, Buckinghamshire, and Norfolk, delivering these services within the community and several inpatient settings.

We also deliver a range of nationally commissioned specialist services including Tier 4 services for children and young people, perinatal services, plus medium and low secure learning disabilities services.

The care we provide makes a fantastic difference to the lives of our service users, their families and carers - everything is underpinned by choice, independence and equality, with our Trust values embedded throughout:

Our Trust values are:

Welcoming. Kind. Positive. Respectful. Professional.

These values are at the core of who we are, everything we do, and how we do it

Would you like to be part of the HPFT family? Would you like work with us to ensure our service users live the fullest lives possible they can? Would you like to be supported in your career to be the best that you can be?

Then please read on

To be the first point of contact for the service user or carer / relative, establishing the nature of the communication.
To effectively manage incoming and outgoing post.
To answer all incoming telephone calls and direct them to appropriate clinician/practitioner across the organisation.
Will be responsible for inputting new referrals onto SPA data systems
To provide information to callers in response to inquiries for information, accessing relevant electronic/web based information directories
To check the Electronic patient systems to establish whether an individual is previously/already known and open to the organisation.
To enter appropriate minimum data set on Customer Relationship Management System/electronic patient records, using effective questioning skills and respecting patient confidentiality, working within Trust protocols and legislative requirements.
To identify referrals requiring immediate response and redirect to appropriate Single Point of Access clinician/practitioner.
To contribute to the continuous improvement of service provision by communicating service user feedback.
To establish priorities, work independently, and proceed with objectives with mínimal supervision and Referral Advisers will be expected to work a shift pattern to cover
Speaking to professionals and GP's to receive telephone referrals
Taking selfreferrals directly from service users
To offer support and advice to referral advisors and apprentices as required.
To act as buddies to allocated referral advisors and apprentices and participate in their appraisals and supervision to support their professional and personal development
To support the clinicians in the clinical management of individual service users as required
To have knowledge of the TIER structure in CAMHS services and to be able to demonstrate understanding of how Universal Services form a key part of the CAMHS Pathways.
Ability to run/manage the administrative, demands of the CAMHS Pod according to priority.
Support the CAMHS Clinical Team in their work during each shift
Confident in handling CAMHS Related calls from parents and young people
Ability to exercise initiative and confidence when booking CAMHS appointments, whilst adhering to SPA protocols