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Job Description
Job title
Referrals Coordinator – Nights
Department
Commercial Department
Reports to
PICU/Acute Manager
Salary Details
£28,000 – £29,000 per annum (pro rata)
Base/location
Bury
Hours per week
40 hours of 12 Hour night shifts
Contract type
Permanent
Introduction
Cygnet Health Care, founded in 1988, is one of the UK’s largest independent providers of mental healthcare pathways. We provide care and treatment to individuals with a wide range of psychiatric illnesses and complex needs, with services located across England.
The role of Referrals Coordinator (Nights) would suit a highly organised, confident individual with experience of handling NHS and commissioner enquiries, applying clinical and corporate criteria, and managing referrals in a fast‑paced environment. This role plays a critical part in ensuring that referrals are appropriately triaged, processed and progressed in line with strict corporate inclusion and exclusion criteria, while maintaining a positive and professional experience for referrers.
The post holder will demonstrate strong decision‑making skills, attention to detail, excellent communication abilities and a proactive approach to working collaboratively with colleagues across the organisation to maintain safe occupancy levels, high referral conversion rates and robust governance during out‑of‑hours periods.
Comprehensive on‑the‑job training and ongoing support will be provided.
This job description is not exhaustive and the post holder will be required to undertake associated reasonable duties as required.
Job Summary
The Referrals Coordinator (Nights) is responsible for the review, triage and management of referrals in line with Cygnet’s corporate inclusion and exclusion criteria, referral pathways and escalation processes. The role supports safe admissions, optimises occupancy and ensures referrers receive timely, accurate communication out of hours.
The post holder will independently triage new referrals, determine suitability for assessment or progression, liaise with services and referrers, and ensure all activity is accurately recorded on Cygnet systems. The role also supports waiting list management, cross‑referrals and compliance with corporate referral timescales.
Key Responsibilities
Referral Triage and Decision‑Making
* To independently review and triage all new referrals received out of hours, assessing suitability against corporate inclusion and exclusion criteria, service specifications and risk thresholds.
* To determine appropriate next steps for each referral, including progression to assessment, redirection, holding on a waiting list or rejection in line with policy.
* To elevate complex, high‑risk or borderline referrals in line with agreed escalation pathways.
* To ensure triage decisions are clearly documented, auditable and defensible.
Referral Management And Customer Experience
* To ensure referrers have a positive, professional experience when referring to Cygnet services during night hours.
* To act as a key point of contact for referrers, funders and internal colleagues for all referral‑related queries out of hours.
* To answer referral line calls in line with corporate standards and provide timely, accurate information.
* To communicate referral outcomes clearly and promptly, including reasons for non‑acceptance and suitable alternatives where appropriate.
Improving Conversion Rates and Occupancy
* To work collaboratively with services to support appropriate referral conversion and safe occupancy levels.
* To provide services with all necessary referral information to support timely assessments and decision‑making.
* To offer alternative services or call‑back arrangements when preferred beds are unavailable.
* To follow up referrals where it has been agreed they may be reconsidered at a later date.
Waiting List and Capacity Management
* To manage waiting list referrals in line with corporate guidance, ensuring referrers receive regular updates.
* To proactively re‑engage with referrers following discharges in PICU and Acute services, offering bed availability updates where appropriate.
Cross‑Referral Management
* To coordinate cross‑referrals when a referral is declined by one service but deemed appropriate for another Cygnet service.
* To ensure referrers consent to cross‑referral and that information is shared promptly to avoid duplication.
* To provide continuity and oversight throughout the cross‑referral process.
Data Management and Governance
* To accurately record all referrals, triage decisions, outcomes and response times on the e‑REFER system.
* To ensure all enquiries, including those that cannot be supported, are logged in line with reporting requirements.
* To support audit, reporting and governance by maintaining high‑quality, up‑to‑date referral data.
* To comply fully with escalation procedures for rejected, delayed or high‑risk referrals.
Other Responsibilities
* To work nights on a permanent basis, providing consistent out‑of‑hours referral cover.
* To assist with service continuity by supporting cover during periods of annual leave where required.
* To act in accordance with all Cygnet Health Care policies, procedures and values.
* To maintain strict confidentiality at all times in relation to patient and business information.
* To complete all mandatory and statutory training.
Note
This job description will be reviewed by the post holder and line manager and will form part of the process of annual appraisal and performance review.
This document is a guide to the duties of the post and not an inflexible, exhaustive specification. It is subject to review and may be altered by mutual agreement in light of future developments.
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