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Referral Assistant
NHS Greater Manchester Integrated Care View all jobs
Posted 1 month(s) ago
Reference: 896-REF2026-16
Job summary
The Care Gateway provides a referral management and appointment booking service to multiple customers. To be the link between referrers,patients and receiving organisation's (such as hospitals) ensuring the most appropriate onward referral method is utilised in line with the definedpriority and patient choice, using eRS where possible to meet targets regarding waiting times for outpatient appointments. Capture accurate datato provide the Care Gateway with reporting on referrals and the use of eRS. To deliver an effective and competent level of receptionist and/orclerical support and consistently deliver a "patient-focused" service which promotes good customer service and effective working relationships
Main duties of the job
Act as first point of contact for the Care Gateway, dealing with routine patient and specialist enquiries. To answer telephone calls in a timelymanner ensuring that all callers are dealt with dignity, respect, and empathy. Ensure that all comments, suggestions, and complaints are dealt withappropriately, in accordance with policy, resolving where possible and escalating to line manager when appropriate. To carry out all delegatedduties as required. You will be required to work daily at a computer with large amounts of your time needing to concentrate fully and use numeroussystems.
About us
As a Referral Assistant, you will play a key role in delivering excellent customer service while providing efficient administrative support within aprofessional and friendly team. This role is ideal for someone with a strong work ethic, excellent communication skills, and a positive attitude whoenjoys helping customers and ensuring day-to-day operations run smoothly. You will have the opportunity to work in a supportive environment thatvalues teamwork, reliability, and continuous development. In return, the organisation offers ongoing training, opportunities for career progression,and a competitive benefits package, making this an excellent opportunity for someone looking to build a rewarding and long-term career.
Details
Date posted
25 August 2026
Pay scheme
Agenda for change
Band
Band 3
Salary
£25,760 to £27,476 a year pa
Contract
Permanent
Working pattern
Full-time
Reference number
896-REF2026-16
Job locations
Tootal Buildings
56 Oxford St
Manchester
M1 6EU
United Kingdom
Job description
Job responsibilities
Communication
The Greater Manchester Referral Management Team provides the first point of contact for patients and GM GP practices throughout the referralprocess. This role involves working closely with a range of healthcare providers to ensure patients receive a smooth and efficient service.The post holder will communicate with patients, healthcare professionals and members of the public, providing clear, helpful information. They willrespond to routine enquiries with empathy, professionalism and discretion, using tact and effective communication skills where needed.
Analytical and Judgement Skills
The post holder will: Manage and prioritise their own workload effectively, seeking guidance from their line manager when required.
Planning and Organising
The post holder will: Organise their work efficiently to ensure tasks are completed accurately and in a timely manner. Demonstrate a flexible and adaptable approach to meet changing priorities and service deadlines.
Patient CareThe post holder will: Deliver a proactive, responsive and patient-focused service, supporting patients throughout the referral and booking process. Provide timely and helpful support to patients and GP practices, responding to booking enquiries in a professional and understandingmanner.
Human ResourcesThe post holder will be required to: Take responsibility for maintaining and developing their knowledge and skills through continuous professional development. Complete all mandatory training requirements. Work in line with NHS GM policies, procedures and values.
Information ResourcesThe post holder will: Interpret routine information and requests, taking appropriate action where required. Confidently use a range of Microsoft Office applications and other relevant systems to support the service
Job description
Job responsibilities
Communication
The Greater Manchester Referral Management Team provides the first point of contact for patients and GM GP practices throughout the referralprocess. This role involves working closely with a range of healthcare providers to ensure patients receive a smooth and efficient service.The post holder will communicate with patients, healthcare professionals and members of the public, providing clear, helpful information. They willrespond to routine enquiries with empathy, professionalism and discretion, using tact and effective communication skills where needed.
Analytical and Judgement Skills
The post holder will: Manage and prioritise their own workload effectively, seeking guidance from their line manager when required.
Planning and Organising
The post holder will: Organise their work efficiently to ensure tasks are completed accurately and in a timely manner. Demonstrate a flexible and adaptable approach to meet changing priorities and service deadlines.
Patient CareThe post holder will: Deliver a proactive, responsive and patient-focused service, supporting patients throughout the referral and booking process. Provide timely and helpful support to patients and GP practices, responding to booking enquiries in a professional and understandingmanner.
Human ResourcesThe post holder will be required to: Take responsibility for maintaining and developing their knowledge and skills through continuous professional development. Complete all mandatory training requirements. Work in line with NHS GM policies, procedures and values.
Information ResourcesThe post holder will: Interpret routine information and requests, taking appropriate action where required. Confidently use a range of Microsoft Office applications and other relevant systems to support the service
Person Specification
Qualifications
Essential
- GCSE English Language
- Educated to NVQ 3 level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience.
Experience
Essential
- Working knowledge of Microsoft Office including Word and Excel
- Good standard of keyboard skills with good attention to detail.
Desirable
- Experience of working in a Call Centre environment
- Demonstrable experience of working in an administrative environment and working with computerised data systems
- Understanding of Data Protection legislation
Knowledge
Desirable
- Systems such as eRS, Gateway, Cleric
Competencies
Essential
- Data accuracy test
Other
Desirable
- Good time keeping
- An ability to maintain confidentiality and trust
- Flexible approach to work
Person Specification
Qualifications
Essential
- GCSE English Language
- Educated to NVQ 3 level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience.
Experience
Essential
- Working knowledge of Microsoft Office including Word and Excel
- Good standard of keyboard skills with good attention to detail.
Desirable
- Experience of working in a Call Centre environment
- Demonstrable experience of working in an administrative environment and working with computerised data systems
- Understanding of Data Protection legislation
Knowledge
Desirable
- Systems such as eRS, Gateway, Cleric
Competencies
Essential
- Data accuracy test
Other
Desirable
- Good time keeping
- An ability to maintain confidentiality and trust
- Flexible approach to work
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
NHS Greater Manchester Integrated Care
Address
Tootal Buildings
56 Oxford St
Manchester
M1 6EU
United Kingdom
Employer's website
Employer details
Employer name
NHS Greater Manchester Integrated Care
Address
Tootal Buildings
56 Oxford St
Manchester
M1 6EU
United Kingdom