RMS Team Lead
Job Description
Job summary
The Devon Referral Support Service (DRSS) is a dynamic team that works on behalf of GP practices and providers to promote the safe and equitable application of referral pathways, commissioning policies and patient choice.
DRSS has two key delivery areas - supporting quality and transparency through its referral management service; and promoting best practice through referral pathway review.
The Devon Referral Support Service is an integral part of the wider Delivery directorate and enacts the relevant strategic and operational asks of the directorate.
The post holder will oversee and manage a high performing team of patient choice facilitators to ensure effective and efficient, referral processing.
As part of this role, there will be a requirement to work in a matrix and flexible way across multiple areas/teams to support business needs. The objectives of the role will be regularly reviewed to align to organisational priorities.
The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The job holder will carry out any other duties as may reasonably be required by their line manager.
Main duties of the job
Responsible for ensuring the efficient delivery of the Referral Management Service.
Ensure all DRSS processes are being followed to a high standard and relevant KPIs are met.
Ensure high quality of customer service is delivered.
Ensure 1-1s and PADRs are held regularly with direct reports.
Ensure annual leave and flexi working arrangements are kept within agreed levels for all team members alongside balancing operational priorities and productivity.
Ensure productivity and quality (including accuracy and information governance) expectations met across the whole team.
Ensure training and development is in place for all direct reports include call coaching.
Develop and maintain effective and professional relationships with direct reports, ensuring team members are supported through the implementation of ICB HR policies and procedures.
Escalations to be made in a timely manner to Project Delivery Team.
The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the Department and the Organisation.
About us
NHS Devon Integrated Care System
As an Integrated Care System (ICS), we recognise now more than ever that we can only provide the care that people really need by working together. Together for Devon therefore represents a partnership where health and care services work together with local communities to improve peoples health, wellbeing and care. It aims to transform health and care services so they are clinically, socially and financially sustainable.
Our vision is simple: equal chances for everyone in Devon to lead long, happy and healthy lives. To achieve this, we have set out six ambitions for the next five years that will help us transform services including: Effective and efficient care, embedding the Integrated Care Model, the Devon deal (a citizen-led approach to health and care), Children and young people, Digital Devon and ensuring Equality.
About NHS Devon
As part of the Devon ICS, NHS Devon Integrated Care Board is responsible for the majority of county's NHS budget, and develops a plan to improve peoples health, deliver high-quality care and better value for money. The organisation is led by a diverse board, with an aim to improve peoples lives in Devon wherever they live, to reduce health inequalities and make sure we can deliver these services for the long term.
For more information, visit our ICS website www.icsdevon.co.uk and our NHS Devon website www.devon.icb.nhs.uk.
Job responsibilities
Please see the attached Job description and person specification for full details of the role and responsibilities.
DRSS are currently based at Pomona House, Torquay, however, this base will change to Pynes Hill, Exeter within the next two-year period.
The wider NHS Devon ICB departments are based at Pynes Hill, Exeter.
The wider organisation continues to embrace the benefits of agile, hybrid working, however this is an operational role that requires regular onsite working and full competency in role before hybrid working may be considered.
Interviews will be held at the NHS Devon ICB Pynes Hill office in Exeter week commencing 27 January 2025
Person Specification
Qualifications
Essential
- Educated to NVQ 3 level in a relevant subject or equivalent level of qualification or significant equivalent previous proven experience.
Experience
Essential
- Significant administrative or relevant experience including initiating and maintaining office systems.
- Demonstrable experience in dealing with the public, clinicians and stakeholder, and dealing with sensitive and confidential information.
- Knowledge of eRS.
- Advanced keyboard skills with a high degree of accuracy.
- Knowledge or experience of minute taking or note taking skills.
- Intermediate knowledge of IT systems and software programmes such as Outlook, Word, Excel, Powerpoint and Access
- Knowledge of NHS issues
- Understanding of Confidentiality and Data Protection Act.
Desirable
- Working knowledge of Patient Administration Systems
Skills & Attributes
Essential
- Clear communicator with excellent writing, data entry and presentation skills: capable of constructing and delivering clear information/ instructions to staff and service users, including "difficult conversations".
- Ability to work under pressure in a busy working environment and able to multi-task.
- Effective team working.
- Problem solving skills
- Time management skills with the ability to re-prioritise.
- Skills for managing aspects of projects ensuring they meet financial targets
- Training or experience of direct line management.
- Advanced keyboard skills with a high degree of accuracy for minute taking and data input
Other
Essential
- Understanding of and commitment to equality of opportunity and good working relationships
- Ability to work without supervision.
- Able to work on own initiative, organising and prioritising own and others' workloads to changing and often tight deadlines.
- An ability to maintain confidentiality and trust.
- Professional, calm and efficient manner.
- Commitment to continuing professional development.
- Positive, flexible and pro-active 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 Devon Integrated Care Board
Address
Pomona House
DRSS, NHS Devon ICB
Torquay
TQ2 7FF
