The Referral Management Centre (RMC) manage GP and Community Optician referrals for patients registered to medical practices within the Shropshire, Telford and Wrekin locality.
The RMC service currently support 51 Shropshire, Telford and Wrekin GP practices as well as 10 Welsh Border practices.
This role involves providing support and advice to patients to assist them with the booking of their appointment for further care, enabling patients to make the right choice in where and when they wish to be seen. RMC process the majority of referrals from GP practices in STW in addition to managing a referral contract for Welsh Border patients.
The team within the ICB is made up of a Referral Management Operational Lead, Clinical Nurse Specialist, 3 Supervisors and 16 Call Handlers and Processors.
Receive & process referrals from GP practices via e-Referrals, as per the RMC Standard Operational Procedures (SOPs), ensuring that the referral packages are complete and inputting all relevant data to the RMC & e-Referrals IT systems
• Engage with patients (both by calling-out & receiving telephone calls) who require a first out-patient consultant appointment, enabling them firstly to make an informed choice of Provider and to book an appointment, using RMC SOPs and standard call-scripts
• Generate correspondence to patients and to Providers
• Ensure prompt & accurate input of all relevant information to RMC & e-Referrals IT systems
• Ensure that all complaints, comments and suggestions received are logged and dealt with appropriately, resolving where possible and escalating to RMC Supervisor when appropriate
• Ensure compliance at all times with NHS standards of information governance (in particular patient confidentiality & data protection), both within one’s own practice and also in the RMC team
• Perform general administrative duties (e.g. photocopying; word processing of standard documents & letters; email circulations) when required. NB: Post holder must have a standard level of keyboard skills and be able to use Microsoft Word and Excel
• To contribute to producing reports on referrals activity as required
• Maintain a flexible/adaptable approach to the work of the RMC in order to meet various performance standards
This advert closes on Friday 29 Aug 2025 #J-18808-Ljbffr