Position: Referral Coordinator
Location: South Yorkshire
Salary: £23,800 - £29,600
Type: Permanent
The Role
This role will work in the administrative team working alongside our operational teams to support the delivery of the Work Well programme. Your role will require you to be the first point of contact for referrers and participants looking to join the programme. You will have the ability to make this first impression one that is lasting and inviting. On top of this you will also have the ability to undertake the basic duties of an administrator including scheduling, communications, and report generation.
To stand-out you need to champion and embrace change, balance the empathy of a charitable heart with a commercial edge, and be willing to learn and collaborate with others. Your eye for detail and rigorous approach to quality will be crucial in ensuring that the Work Well programme offers the very best support to its participants.
Main Duties and Responsibilities
o First point of contact for participant enquires ensuring a lasting and welcoming first impression
o Receive and process all referrals to the contract including scheduling a follow-up within the time frame of the contract requirements
o Provide support to the service, enabling front line staff to focus on participants by managing and completing administrative and support functions
o Host any key stakeholders' visits or events relating to the service ensuring facilities, agenda and arrangements are well-organised and communicated to relevant parties
o Take part in weekly team meetings with the team to allow the sharing of ideas and best practices, take minutes and disseminate in a timely manner to the team
o Collect, collate, and disseminate management information for use in the delivery of the Work Well programme
o Produce high level, accurate analyses, and reports of financial and management information for company and external use
o In partnership with the Programme Manager, develop and implement quality processes for use on the Work Well programme
o Monitor and audit data capture systems to ensure the recording of all contract performance monitoring and management information is effective to enable the production of reports, and statistics
o Conduct evidence-based quality checks monthly and report finding to the appropriate management team
o Support all delivery teams to maximise performance by using the CRM and MI systems effectively through training, MI analysis and feedback
o Overseeing timeliness and quality of data inputting, supporting the IPS Service Manager to meet claim deadlines
o Collate and process monthly claims in a timely manner ensuring all claims are accurate
o Operate a customer focused culture to designated standards of service, ensuring customer feedback is appropriately reported
o Train new staff on the CRM system and provide refresher training when necessary to existing staff.
Skills & Experience
o Customer service and/or administration experience
o Demonstrable experience of successfully working to targets
o Excellent IT skills, including familiarity with Microsoft Office software and previous experience of working with databases
o Excellent verbal and written skills and ability to communicate concisely and effectively
o Demonstrable experience of providing excellent customer service skills
o Understanding of our client group and the barriers our clients may face
o Understanding of data protection and information security
o Excellent interpersonal and communication skills
o Good at building relationships with both internal and external stakeholders
o Ability to use initiative when required and take a problem-solving approach to work tasks
o Ability to work well as part of a team and independently when required