Referral Coordinator

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.

This role is working 22.5 hours a week (3 days a week or flexible for 5 days with shorter hours).

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 journeys
   • 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
• Experience 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
• 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 prioritise 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

• 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.
• Seeks self‑improvement.

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 wellbeing 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 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.