At Optum, our Referral Management Service plays a pivotal role in our mission to help people live healthier lives. The service processes c300,000 referrals from c150 practices for 3 CCGs into c.65 providers. You will support the Area Manger in managing the day-to-day relationships with the key stakeholders to ensure that NHS referrals are managed appropriately and e-referrals is utilised effectively to provide patients with referrals in line with contract expectations and that any customer issues with the service are resolved effectively. You will support the RFS Team Manager and Area Manger in the resolution of provider and GP enquiries and complaints. Managing facilitators to respond to routine enquiries and providing support to escalations or trend resolution. The role is based at the RFS Hub and requires field visits with a requirement to work flexibly around customer and provider availability. This new role will report to the Area Manager with a dotted line to the Team Manager for Provide enquiries. Primary Responsibilities:Support the Area manager in provider and GP relationships management Provide administration support and report production on GP and Provider activity, issues and quality improvements Act as a super user for NHS e- referrals and Systemone Resolve issues and complaints within quality expectations, resolving any issues quickly and efficiently. Act as Team leader for Enquiries Team as required Work with area manager to promote the use of NHS e- referrals across the services Data processing e-referrals, quickly and acurately Support the achievement of improved referral quality and reduce inappropriate referrals utilising feedback and management information from both the administration team and the Triage function Communicate professionally and effectively with patients and other stakeholders, providing accurate relevant information as required Support the mobilisation of new pathways, GPs or providers Represent the Referral Service at meetings and/or to support services as required Develop relationships with local Triage GPs, development of regular communications and organising regular meetings Working with Team Managers to ensure that there are sufficient Triagers to meet resource demand, recruiting GPs through the network of practices to supplement requirements Supporting the clinical and operational teams in the performance management of clinical Triagers Production of newsletters and information packs Co-ordinate area meetings
Required Qualifications:Good customer service skills with the ability and experience of building solid sustainable relationships Accurate data processing skills Able to solve problems and manage enquires with insight of root cause resolution Evidence of good communication skills, both verbal and written and confident presentation style Time management skills, able to prioritise and deliver to deadlines in a fast paced environment Organisational skills, evidence of working to clear deliverables and keeping efficient systems Ability to think clearly and solve problems quickly, understanding all the implications Requires minimal supervision with understanding when to raise issues and concerns Competent IT skills – with experience in using software packages including Word, Excel, Power Point Complaint investigation and resolution competencyPreferred Qualifications:Knowledge of how GP practices work, with a good understanding of NHS systems Competency in NHS E referrals systems Here at Optum, part of United Health Group we'll put you in the driver's seat on vital projects that have strategic importance to our mission of helping people lead healthier lives. Yes, we share a mission that inspires. We need your organizational talents and business discipline to help fuel ours. It's the opportunity to do your life's best work.(sm)Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. Job keywords: Customer Services, Data Processor, Ealing, London, UK
Internal Number: 751866
About UnitedHealth Group
Our mission is to help people live healthier lives and to help make the health system work better for everyone.- We seek to enhance the performance of the health system and improve the overall health and well-being of the people we serve and their communities. - We work with health care professionals and other key partners to expand access to quality health care so people get the care they need at an affordable price. - We support the physician/patient relationship and empower people with the information, guidance and tools they need to make personal health choices and decisions.