Client Referral Administrator in Pontypool

As a Referrals Administrator, you are responsible for delivering a smooth and efficient onboarding journey for clients across all areas of the business, including adult and children and young people (CYP) services, private pathways, titration, Hampshire, Right to Choose, and NHS contracts. You will process referrals from multiple sources, maintaining accurate records, and managing waiting lists, while responding to client queries with clear and timely updates. Your role involves liaising with GPs, NHS teams, and private clients to ensure referrals are complete, sending pre‑screening and consent questionnaires, and proactively gathering any missing information to avoid delays. You will also manage shared inboxes on a rota basis, prioritising communications and ensuring all enquiries are handled efficiently, while developing a good understanding of Owl services to provide informed and effective support.

Please note this position will be based in our office 4 days a week during training; once competent, a hybrid model (2 days in the office).

What you’ll be doing:

• Develop an understanding of Owl services and projects by reviewing training materials and collaborating with colleagues to ensure accurate communication and effective client support.
• Respond to client queries regarding their waiting list journey by reviewing records, providing updates, and completing admin screens to maintain accurate and up‑to‑date information.
• Liaise with GPs, NHS teams, and private clients through email and phone to coordinate referrals and ensure all required information is clear and complete.
• Send pre‑screening questionnaires, including consent and triage forms, to clients via approved systems to gather essential information prior to assessment.
• Proactively contact clients to obtain any missing referral information, such as email addresses or school details, to prevent delays in processing.
• Manage shared inboxes on a rota basis by monitoring, prioritising, and responding to communications within set timeframes to ensure timely service delivery.
• Process referrals from multiple sources, including email, website, E‑referral service (ERS), and SharePoint, by accurately inputting data and completing admin screens to maintain an efficient and traceable referral pathway.

We’d love it if:

• Able to manage multiple tasks and prioritise effectively.
• A team player and always there to support when workloads are high.
• An excellent communicator and has experience of communicating well through a variety of platforms (phone, email, virtually) adapting communicative style when needed.
• Experience in an administration or data entry role.
• Knowledge of MS Office applications (Excel, Word, PowerPoint).
• Healthcare experience or understanding of healthcare ways of working is desirable but not essential.

What you’ll get:

• Being part of a purpose-led organisation, with strong values at the heart of everything we do.
• Working alongside our exceptional clinical leadership team and colleagues.
• The opportunity to do amazing work with our charity ‘Waiting Well’.
• 50% off assessments, making Autism & ADHD assessments more accessible for you and your family.
• Great leave benefits package includes 25 days of annual leave, increasing by 1 day after only 1 year service up to a maximum of 30 days, your birthday off, and a ‘you do you’ day to spend on yourself.
• Hybrid & home working offering the perfect blend of flexibility and in‑person collaboration!
• Growth opportunities, as we grow our teams.
• Protected time to connect with colleagues.

You’re someone who connects with our values:

• We are one team
• We are reliable
• We are creative
• We are passionate