Referral Advisor

We are seeking a dedicated Referral Advisor to join our Single Point of Access (SPA) Team. As a Referral Advisor, you will be the first point of contact for service users, carers, and relatives. Your primary responsibilities will include:

• Managing Incoming Communications: Handle all forms of communication, including telephone calls, letters, and other inquiries.
• Using Information Systems: Establish the urgency of potential new referrals.
• Handling Day-to-Day Inquiries: Manage requests for information efficiently.
• Supporting Clinical Advisors and Management: Work according to agreed pathways and protocols.
• Working in a Challenging Environment: Demonstrate outstanding interpersonal and communication skills.
• Being Computer Literate: Communicate directly with service users and uphold the Trust's values and behaviours in all telephone communications.
• Shift Pattern: Post holders will be required to work a shift pattern.
• Key Skill: Ability to manage telephone referrals effectively.
Join our team and make a difference in the lives of those we serve!, We are seeking a dedicated Referral Advisor to join our Single Point of Access (SPA) Team. As a Referral Advisor, you will be the first point of contact for service users, carers, and relatives. Your primary responsibilities will include:
• Managing all incoming communications: Including telephone, letters, and other forms of communication.
• Using information systems: Establishing the urgent status of potential new referrals.
• Handling day-to-day inquiries: Managing requests for information.
• Supporting clinical advisors and management: Working to agreed pathways and protocols.
• Working in a challenging environment: Possessing outstanding interpersonal and communication skills.
• Being computer literate: Communicating directly with service users and enhancing the Trust's values and behaviours in all telephone communications.
• Shift pattern: Post holders will be required to work a shift pattern.
• Key skill: Ability to deal with telephone referrals., Managing Communications: Handle all incoming and outgoing communications, including telephone calls and post.
• Data Entry: Input new referrals into SPA data systems and maintain accurate records.
• Information Provision: Provide information to callers using electronic/web-based directories.
• System Checks: Verify if individuals are known to the organization using electronic patient systems.
• Data Management: Enter minimum data sets into the Customer Relationship Management System and electronic patient records, ensuring confidentiality.
• Urgent Referrals: Identify and redirect urgent referrals to the appropriate clinician/practitioner., 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.
  
  Good level of education (GCSE including English Language
• Good level of numeracy
Desirable criteria
• NHS mental health or medical background, Be proficient in the use of computerised systems especially Word and Excel to a level to enable the production of a high standard of finished work., Knowledge and experience of working with those experiencing mental health and/or learning disability difficulties., Excellent communication skills when dealing with service users, relatives, carers, and other outside agencies either by telephone/ letter or face to face
• Be proficient in the use of computerised systems especially Word and Excel to a level to enable the production of a high standard of finished work.
Desirable criteria
• Knowledge and experience of working with those experiencing mental health and/or learning disability difficulties
• Experience of Supervision or Mentoring, Excellent oral and written communication skills
• Ability to communicate effectively when under pressure.
• Good customer care skills
• Positive attitude and approach to responding to all queries and contacts in a helpful manner
  
  Hertfordshire Partnership University NHS Foundation Trust are one of just five mental health trusts to achieve an overall rating of 'Outstanding' from the Care Quality Commission.
Our family of over 4,000 members of staff provide health and social care for people with mental ill health, physical ill health and learning disabilities across Hertfordshire, Buckinghamshire, Essex and Norfolk, delivering these services within the community and several inpatient settings. Everything is underpinned by choice, independence and equality, with our Trust values embedded throughout