Can you combine exceptional patient care with commercial awareness? We’re looking for a Referrals Manager to help prospective patients take the next step towards care.
Manage inbound referrals from first enquiry through booking, attendance and treatment, delivering a seamless, responsive patient experience while improving conversion, revenue and growth. Build trusted relationships with patients, referrers, insurers, employers and clinical teams, using proactive follow-up and data-led improvements to remove barriers to booking.
As a patient-facing ambassador for Cognacity, demonstrate exceptional communication and professionalism in every interaction. Combine a confident, courteous manner with empathy, discretion and clear, accurate information, reflecting the clinic’s reputation and high standards of care.
Key responsibilities:
- Referral pathway: Be the primary contact for all referrals and enquiries; review promptly, direct to the appropriate clinician or service, and manage accurate processing, booking and attendance within agreed service standards.
- Conversion and growth: Contact prospective patients promptly; use consultative conversations to identify needs, explain suitable services, build confidence and address booking barriers. Follow up unbooked referrals, investigate non-conversion and improve conversion into assessments, consultations and treatment.
- Capacity: Work with clinicians and operational teams to align appointment availability with demand and support revenue and growth targets.
- Relationships and communication: Build lasting relationships with GPs, consultants, healthcare providers, case managers, insurers, occupational health teams, corporate clients and self-funding patients. Encourage repeat referrals, provide appropriate updates and resolve queries or concerns promptly and professionally.
- Performance: Produce weekly and monthly reports analysing referral volumes and sources, response/time to contact, conversion, time to booking, booking outcomes, non-attendance (DNA) and referral revenue; recommend improvements.
- Service improvement: Review pathways for inefficiencies; implement improvements to patient experience and conversion. Support CRM, referral-tracking and reporting systems, and develop referral-handling procedures and service standards.
- Team management (if applicable): Lead and supervise referral coordinators or administrators; provide coaching and performance support, uphold conversion and service standards, and conduct regular quality assurance reviews.
Key performance indicators:
Referral response time; referral-to-booking conversion; time from referral to booking; patient satisfaction; referral growth; referral revenue; referrer retention; and uncontacted referrals.
Person specification:
- Managing referral pathways, sales pipelines, admissions, bookings or client enquiries, with a proven record of converting enquiries into appointments, bookings or sales.
- Experience in healthcare, mental health, private medical practice, professional services or a comparable client-focused environment.
- Producing reports, analysing performance data, and building and maintaining stakeholder relationships.
Essential skills
- Outstanding communication and professionalism: Excellent verbal, written, telephone and consultative communication; able to build rapport quickly, listen carefully and explain services clearly. Demonstrate empathy, courtesy and discretion with patients and referrers, consistently representing Cognacity to the highest professional standard.
- Consultative conversion: Strong commercial awareness; able to identify patient needs, match appropriate services, handle objections and booking barriers, and influence persuasively while remaining professional and patient-centred. Results-focused and driven to achieve targets.
- Organisation: Excellent attention to detail, strong administrative capability and effective time management; able to prioritise competing demands and maintain accurate records.
- Analysis and systems: Confident analysing conversion data and trends, using CRM systems, databases and reporting tools, and identifying operational improvements.
- Mental health, psychology, psychiatry, healthcare or private medical sector experience.
- Working with private medical insurers; using practice management or CRM systems; managing high-value referral pipelines.
Personal attributes
Highly motivated, target-driven and commercially minded; personable, relationship-focused, compassionate and patient-centred; resilient and persistent; proactive and solution-focused; organised and methodical; professional and discreet.
Success after 12 months
Higher referral-to-booking conversion; shorter enquiry-to-appointment times; strong key-referrer relationships; an improved patient experience; robust referral tracking and reporting; and a culture of actively managing every referral so opportunities are not lost through missed follow-up.
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Referrals Manager employer: Cognacity
Cognacity is an exceptional employer that fosters a supportive and dynamic work culture, particularly for the Medicolegal Case Manager role in London. With a focus on employee growth and continuous improvement, we offer hybrid working arrangements that promote work-life balance while providing opportunities to engage with a diverse range of stakeholders in the psychiatric medicolegal field. Join us to be part of a team that values your contributions and invests in your professional development.
