Maximus

Benefits

• Salary is £18,720
• 25 days holidays + bank holidays
• Holiday Trade
• 9% combined pension contribution
• Healthcare cashplan
• Dental Insurance
• Retail discounts

Key Responsibilities

1. Received and process service referrals received via multi-channel delivery including, email, text, referral form, web-form and telephone providing:

• A professional service and excellent customer service
• Compassionate communication with excellent enquiry skills
• Effective triage and assessment of needs, preferences, and goal(s)
• Simple, clear, and friction-free onward referral and sign-posting pathways that support a positive service user / participant experience
• Efficient and accurate data capture

2. Responsible for the timely onboarding of referrals onto interventions across the service, including onward referral and sign-posted (as required)

• Management of the referral inbox
• Participant invitation to the virtual care platform to encourage self-led journey’s
• Participant record creation for those who choose not to undertake the self-led journey.

3. Complete participant onboarding data capture and questionnaires pre intervention and support in the post intervention. Activities including:

• Accurate capture of the minimum data set, consent, triage, and assessment baseline questionnaires
• Capture of any accessibility considerations and adaptations required to support the participant with a successful journey
• Sensitive capture of any vulnerabilities and safeguarding concerns
• Effective assessment of need with feedback loops to ensure participant is kept appraised of the process and options
• Delivery of brief intervention and advice in line with government guidelines.

4. Proactive caseload management for those participants unassigned to an intervention.

• Responsive engagement with participants via telephone, text, email and via our virtual care platform
• Accurate capture of activities and engagement to drive successful onboarding to interventions
• Dashboard management of referral numbers and participant journeys

5. Work in line with business and contract performance requirements including:

• Implementing Standard Operating Procedures (SOP)
• Fulfilling policies and quality management framework expectations including (but not limited to), data protection, information security, Health and safety and safeguarding
• Participate in regular audits and performance observations, with a pro-active commitment to providing high quality services and continuous professional development.

Note: This is not an exhaustive list. The Referral Coordinator is expected to carry out all other duties as may be reasonably required.

Qualifications & Experience

Essential:
• Demonstrate proven track record of working in a customer facing role (face to face and telephone based) within a service environment
• Experience of caseload management demonstrated via the use of a Case Management System
• Experience of supporting vulnerable individuals through a change process
• Experience of using IT systems, including Microsoft Office
• Experience of inputting and processing data where accuracy, targets and time deadlines are operating in the workplace
• Experience of dealing with different customer needs/ concerns and remaining calm under pressure
• Experienced of developing and working to processes and procedures to meet business needs and maximise effectiveness
• Experience of working in a health, community or social care environment or good understanding of the issues around maintaining a healthy lifestyle Desirable: Relevant health coaching qualification or an accredited health coaching skills programme.
• Evidence of continuous professional development to ensure the delivery of the most recent and up to date health coaching provision to the correct quality standard

Individual Competencies

Essential:
• A strong understanding of the social determinants of health
• A strong understanding of population-based approaches including segmentation and risk stratification
• A strong understanding of behaviour change principles and methodology.
• Demonstration of key skills including:
• Motivational interviewing
• Conversation frames and techniques
• Patient activation
• Empathy and compassion
• Genuine desire and commitment to improve the quality of the lives of families
• A personable, non-judgmental, sensitive approach to communicating with the public
• IT literate especially working knowledge of Microsoft Office
• Excellent organisational skills to manage and priorities workload, anticipate needs and work on own initiative and as part of a high functioning team
• Excellent data processing and data management system skills
• Confident, self-motivated, passionate, flexible, and adaptable
• Attention to detail.
• Ability to reflect and appraise own performance and that of others
• Commitment to flexible working (including evenings and weekends), ensuring the service is available to all residents including, those who work during the day, shift workers and those with children of school age
• Commitment to supporting overall team/contract performance to the highest standards, undertaking a range of duties in line with business requirements Desirable:
• Seeks self-improvement

This role will close on 25th November 2024.