Referral Coordinator

Description & Requirements

Be part of something great

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people’s lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

This role is working 22.5 hours a week (3 days a week or flexible for 5 days with shorter hours). As a Referral Coordinator you are responsible for providing our participants with a warm, authentic, and compassionate welcome to the service. As their first point of contact, you will supportively guide them through our triage and assessment process, ensuring their needs, preferences and expectations are carefully managed and supported.

This role is responsible for supporting participants to access the right intervention, at the right time, in the right way, in line with their goal, whilst also encouraging individuals to access our virtual care platform. With a number of behaviour changes options, it is the role of the Referral Coordinator to support participants to make an informed choice as to their care pathway, exploring in-house, sub-contracted and adjacent service options.

• A professional service and excellent customer service
• Compassionate communication with excellent enquiry skills
• Effective triage and assessment of needs, preferences, and goal(s)
• Simple, clear, and friction‑free onward referral and sign‑posting pathways that support a positive service user / participant experience.
• Efficient and accurate data capture

• Management of the referral inbox
• Participant invitation to the virtual care platform to encourage self‑led journey’s
• Participant record creation for those who choose not to undertake the self‑led journey.

• Accurate capture of the minimum data set, consent, triage, and assessment baseline questionnaires
• Capture of any accessibility considerations and adaptations required to support the participant with a successful journey
• Sensitive capture of any vulnerabilities and safeguarding concerns
• Effective assessment of need with feedback loops to ensure participant is kept appraised of the process and options
• Delivery of brief intervention and advice in line with government guidelines.

• Responsive engagement with participants via telephone, text, email and via our virtual care platform
• Accurate capture of activities and engagement to drive successful onboarding to interventions
• Dashboard management of referral numbers and participant journeys

• Implementing Standard Operating Procedures (SOP)
• Fulfilling policies and quality management framework expectations including (but not limited to), data protection, information security, Health and safety and safeguarding.
• Participate in regular audits and performance observations, with a pro‑active commitment to providing high quality services and continuous professional development.

Note:

This is not an exhaustive list. The Referral Coordinator is expected to carry out all other duties as may be reasonably required.

Essential:

• Demonstrate proven track record of working in a customer facing role (face to face and telephone based) within a service environment
• Experience of caseload management demonstrated via the use of a Case Management System
• Experience of supporting vulnerable individuals through a change process
• Experience of using IT systems, including Microsoft Office
• Experience of inputting and processing data where accuracy, targets and time deadlines are operating in the workplace
• Experience of dealing with different customer needs/ concerns and remaining calm…