Job overview

Devon Referral Support Service (DRSS) is a dynamic team that works on behalf of GP practices and providers to promote the safe and equitable application of referral pathways, commissioning policies and patient choice.

DRSS is an integral part of the wider Delivery directorate and enacts the relevant strategic and operational asks of the directorate. Supporting referrers and their patients on the referral pathway by processing and signposting referrals appropriately.

The post holder will be the main point of contact over the telephone for patients, their carers’ and staff from NHS and independent hospitals, working within the DRSS contact centre.

The work will involve coordinating referrals and booking appointments for patients over a range of elective specialties commissioned by the NHS Devon. Under the NHS Choice Framework, patients will be offered a choice of treatment options, dates and locations.

Eligibility to Work in the UK - Important Information NHS Devon does not currently hold a sponsorship license to support visa applications. We have been able to successfully meet our recruitment needs without the requirement for visa sponsorship. As such, we are only able to consider applications from candidates who already have the appropriate legal right to work in the UK at the time of application. We are committed to fostering an inclusive and diverse workforce and welcome applications from all qualified individuals who meet this requirement. Thank you for your understanding.

Main duties of the job

• Working with the Devon Referral Support Service (DRSS) contact centre as the main point of contact over the telephone for patients, their carers’ and staff from NHS and independent hospitals.
• Answering telephone calls, in a timely, polite manner. Taking appropriate action and seeking advice from colleagues as needed. Recording accurate messages and passing on to the relevant departments/person.
• Delivering an effective and competent level of clerical support and consistently deliver a “patient-focused” service which promotes good customer service and effective working relationships.
• Coordinating referrals and booking appointments for patients over a range of elective specialties commissioned by NHS Devon. Under the NHS Choice Framework, patients will be offered a choice of treatment options, dates and locations.
• Carrying out a check on each patient’s referral to identify the appropriate outcome for the patient.
• Using reference materials provided, you will identify suitable services to offer appropriate choice of appointment and location to the patient.
• Be polite, patient, professional and empathetic when speaking to callers on the telephone.
• Recording referral information accurately on a bespoke DRSS database.

The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the Department and the Organisation.

Working for our organisation

NHS Devon Integrated Care System

As an Integrated Care System (ICS), we know that delivering the care people truly need requires collaboration. Together for Devon is a partnership where health and care services join with local communities to improve health, wellbeing, and care. Our goal is to transform services so they are clinically, socially, and financially sustainable.

Our vision is simple: equal chances for everyone in Devon to live long, happy, healthy lives. To achieve this, we have six ambitions over the next five years: Effective and efficient care, embedding the Integrated Care Model, the Devon Deal (a citizen-led approach), focus on children and young people, Digital Devon, and ensuring equality.

About NHS Devon

As part of the Devon ICS, the NHS Devon Integrated Care Board manages most of the county’s NHS budget, planning to improve health, deliver quality care, and achieve better value. The diverse board works to improve lives across Devon, reduce health inequalities, and ensure sustainable services.

For more, visit www.icsdevon.co.uk and www.devon.icb.nhs.uk.

Temporary posts may become permanent. All roles can be development opportunities if applicants don’t fully meet essential criteria initially but can progress. Vacancies may close early due to high application volume.