Referral Hub Administrator | West London NHS Trust in Southall

Ealing Community Partners / West London NHS Trust are seeking to recruit professional permanent band 3 team administrators to join the Ealing Community Partners Referral Hub. The referral hub has about 30 staff, both clinicians and administrators, working around the clock to facilitate both urgent and routine pathways to in excess of 85,000 referrals per year for the majority of the Community Health Care services within Ealing.

The role will require you to work closely with other administrators and clinical staff across the ECP localities, GP surgeries, team leads, patients and their relatives, while handling sensitive personal data. The ideal candidates will have excellent written and verbal communication, a warm telephone manner, strong administration skills and good IT knowledge, with the ability to work flexibly within a team in a challenging environment of a 24 hour, 7 days a week office.

The role is varied and duties include:

• Checking patient eligibility.
• Registering all referrals on the SystmOne IT platform.
• Maintaining and reporting on service-specific waiting lists.
• Requesting clinical triages when indicated.
• Sending appointments directly by letter or arranging on the telephone after patient responses to opt in texts/letters.
• Answering patient enquiry telephone calls; giving basic information when able, or transferring the call to the specific service treating the patient or escalating to team management.
• Receiving and recording accurate and concise messages, ensuring messages are forwarded on appropriately and timely.

West London NHS Trust is one of the most diverse healthcare providers in the UK, delivering a range of mental health and physical healthcare and community services. The Trust runs Broadmoor Hospital, one of three high secure hospitals in the country, with an international reputation. Our high secure services care for patients from South of England and we provide low and medium secure services across eight London boroughs. The Trust also provides mental and physical healthcare in three London boroughs (Ealing, Hounslow and Hammersmith & Fulham). We employ over 5,000 staff, of whom 59% are BME. Our turnover for 2024-25 is over £500m. The Trust is rated as ‘Good’ overall by the Care Quality Commission. Forensic services are rated as ‘Outstanding’. The Trust is an established partner and contributor in the development of the evolving North West London Integrated Care System and the Integrated Care Board. The Trust leads the NW London Children and Adolescent Mental Health provider collaborative.

The Candidate Pack provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. Please view as attached. The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.