Health Referral Hub Manager - United Kingdom of Great Britain and Northern Ireland - 28255 - Maximus

General information

Job Posting Title

Health Referral Hub Manager

Date

Friday, February 14, 2025

City

Remote

Country

United Kingdom

Working time

Full-time

Description & Requirements

We're looking for candidates who have had experience of managing a team and experience of working in public health or a similar role.

Be part of something great

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people’s lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

Job Purpose:

To lead the implementation of the Referral service across the citizen service division supporting all contracts. To optimise health referrals from all weight management and ILs contracts into to initial assessments or sign ups. To manage and develop a team of Referral Coordinators, admin and a team leader to maximise engagement and user journey that leads to service user accessing programmes for health including programmes on:

• Wellbeing

• Smoking Cessation

• Physical Activity

• Weight Management

• Alcohol consumption

• NHS Health Checks (outreach)

Salary - Non London - £33,000 to £38,000

Accountability

Support the strategic development of the Central Maximus Referral Hub

• Devise and implement targeted strategies for business development to improve Referral Hub outcomes and impact and make it the go to front door service.

• Continuously review and refine referral processes and workflows to improve efficiency and patient satisfaction.

Meet key performance indicators for multiple contracts. Track and work with contract teams to ensure successful sign ups that lead to attendance.

• Track and monitor referral progress, ensuring follow ups meet contractual agreements

• Regularly monitor and review KPIs to track progress, identify areas for improvement, and make necessary adjustments.

• Use data to inform decision-making and drive continuous improvement in the referral hub team's performance.

• Evaluate and continuously improve the referral process to enhance efficiency, patient satisfaction, and overall service effectiveness

• Proactively identify and address any barriers to referrals and access to services.

• Track the volume of referrals received and processed by the team within specific timeframes (e.g., daily, weekly, monthly).

• Referral processing time: Monitor the average time taken to process each referral (from receipt to completion of initial assessment and referral). Aim for consistent and efficient processing.

• Track the accuracy of referrals, ensuring patients are directed to the most appropriate weight management programs based on their needs and eligibility criteria.

• Monitor team productivity and identify any bottlenecks or areas for improvement in workflow.

• Monitor the utilisation rates of different health programs and identify any underutilised or oversubscribed programs and coordinate staff to meet service needs

• Track service user outcomes (e.g., signed up to programme, not eligible, no sign ups) referred through the hub.

Adopting a proactive approach to supervision and training with a demonstrated commitment to personal development, achievement of quality standards, delivering high performance in line with agreed objectives and Key Performance Indicators

• Ensure impactful recruitment, onboarding and induction of team members as required

• Plan and execute engaging team-building activities to maintain motivation.

• Create a culture of further development and constructive feedback with individuals and teams, embedding and ensure behaviours demonstrate the company values

• Foster a positive and collaborative team environment, emphasising a client-centric mindset and continuous improvement.

• Conduct regular performance reviews with team members to provide feedback, address concerns, and set goals for improvement engagement and satisfaction within the referral hub team.

• Monitor staff absence and input support when absence is a concern

Lead the implementation of quality improvement initiatives to enhance the efficiency, effectiveness, and service user experience of the referral hub team's services

• Observe and report call quality

• Check data entry and ensure training on areas of weakness

• Oversee all client correspondence and formalise templates with support from marketing

• Monitor service user wait times for initial contacts

Maintain strong relationships with key stakeholders and collaborate to optimise outcomes

• Maintain open and regular communication with team members, referring stakeholders, and other external stakeholders to ensure that everyone is aware of performance expectations and progress.

• Provide support to internal and external stakeholders in times of contract change or when onboarding new contracts.

• Provide reports to internal and external stakeholders on input and output and include insights.

Qualifications & Experience

Essential

• Educated to degree level in relevant subject in health or education or equivalent level qualification and significant experience working at a similar level or area.

• Experience managing a customer or triage service with high performance expectations.

• Proven experience of developing a successful service and enhancing outcomes

• Experience of supervising junior staff and coordinating a team on a day to day to empower and deliver high quality outcomes

• Experience of collating qualitative and quantitative data to inform service performance and development needs.

• Experience of service development in response to performance and business need

• Experience of writing service analysis reports

• Experience in creating forecasting plans.

• Confidence CRM’s and ability to support the role out of new systems

• Proven success in achievement of targets in a high-performance culture

• Previous leadership/management experience leading remote teams

• Strategic manager with proven service improvement and transformation.

• Strong communication and people management skills

Desirable

• Experience delivering triage for specific lifestyle related issues (smoking cessation, physical activity, NHS Health Checks, weight management, alcohol reduction.

• Experience of managing a remote team.

Individual Competencies

• Communication to a high standard at all levels (written and verbally)

• Inspirational in driving, developing, mentoring and growing the team

• Ability to work with challenging deadlines.

• Target focused and ability to exceed set goals and objectives

• Ability to make informed decisions in a pressured environment.

• Able to work well with others, creating an environment where continuous improvement and high-quality outputs are achieved.

• A track record of building personalised relationships with stakeholders

• Strong understanding of data management, with the ability to present data in an appropriate format for multiple audiences.

• Ability to lead a team through change initiatives, maintaining focus and desired outputs.

• Ability to assess risks / interdependencies and mitigate against those.

• Ability to work in a fast pace, changing environment.

• Strong interpersonal skills and the ability to effectively communicate with a wide range of individuals at all levels.

Closing date for the role is Monday 24th February 2025.

EEO Statement

Maximus is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal well-being and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.

We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long-term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for an interview. Your Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team. Where reasonable, Maximus will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.