Referral Coordinator

As a Referral Coordinator you are responsible for providing our participants with a warm, authentic, and compassionate welcome to the service.

As their first point of contact, you will supportively guide them through our triage and assessment process, ensuring their needs, preferences and expectation are carefully managed and supported.

This role is responsible for supporting participants to access the right intervention, at the right time, in the right way, in line with their goal, whilst also encouraging individuals to access our virtual care platform.

With a number of behaviour changes options, it is the role of the Referral Coordinator to support participants to make an informed choice as to their care pathway, exploring in-house, sub-contracted and adjacent service options.

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 safeguardi...