Private Referral Hub Supervisor

at  Imperial College Healthcare NHS Trust

We are looking for a highly motivated individual who would like to join our team at Imperial College Healthcare Private Care as a Private Patient Referral Hub Supervisor covering maternity leave.
This is an excellent opportunity for someone who wishes to develop their skills further, and gain invaluable experience whilst working within a large team to support the delivery of excellent patient care including for international patients.
The post holder will report to the Referral Hub Manager, and will lead on providing excellent customer service to all enquires through various channels, supporting the wider team including the Referral Hub Manager, collating and managing referral hub data and providing reports when required. The post holder will work closely with the wider team across all our hospital sites, as well as Consultants and their secretaries.
The postholder will also work closely with the various embassies and third parties; this is a varied role which will provide a wide range of opportunities to build on experience and skillset.
The successful candidate will be primarily based at Charing Cross Hospital but may be asked to cover at one of our other sites. You will be a highly skilled team player and supervisor with the drive and vision to keep improving both personally and for the benefit of the service. Working closely with external international agencies and embassies, consultants and their secretaries, departmental colleagues, and other Trust divisions, you will always need to maintain a professional and effective work ethic while promoting a first-rate customer service.
Excellent customer service is necessary and some understanding of medical terminology is essential. You will have good communication skills, including a professional and courteous telephone manner and the ability to multi-task and supervise a team of Referral Hub Administrators.
The successful candidate is required to be able demonstrate the Trust values, the responsibilities of the job description and person specification. This is an exciting and varied role that will provide a great learning experience for someone who wishes to further develop their customer service skills in a diverse environment.
The Trust provides various excellent training programmes to support career progression as well as mentorship opportunities from different staff groups to support your learning and development needs.
To supervise the people, performance and processes of the Private Referral Hub Team including direct line management.
Allocate tasks for Advocates, insuring cover is provided for all areas and functions that fall within the remit of the Private Referral Hub
Ensure Logs are in place for all international admissions/initial appointments
To acquire relevant consultant medical reports for embassies in a timely manner
To provide a comprehensive and efficient private referral service for patients, Embassies, referral agents and consultants
To be the first point of contact for International Agents, Affiliates and Embassies
To work as part of the Private Referral Hub to provide the best possible customer service for patients, consultants, Embassies, referral agents and colleagues.
To ensure private international/affiliate and general referrals are processed and booked with a private consultant in line with policies and procedures. This requires both timely and accurate input of data onto electronic and paper systems as required.
To respond to and deal with a variety of often complex private patient enquiries/requests in a timely manner, whether by telephone, email and/or Live Chat service, ensuring that all enquiries are resolved professionally and with a high level of customer service.
To work on a rotational basis covering the Private Referral Hub telephones, email inboxes, Live Web Chat service and processing referrals alongside managing patient enquiries.
At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.
Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You’ll get an experience like no other and will fast forward your career.
Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.
We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview.
The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.
For both overviews please view the Job Description attachment with the job advert

Please refer the Job description for details