Referral Management Centre
Role: Referral Management Centre Administrator
Function: Complete administration tasks for the BMI Referral Management Centre
Reports to: Line Manager: Director of Reporting, NHS Performance Manager
Direct Reports: Supervisor
Key Contacts: Process Analysts, IMU Analyst, PCT’s, GP’s
Location: North West, Manchester Lifestyle
Role Purpose & Key Accountabilities:
Manage the electronic booking referrals through Choose and Book Directly
Monitor and track referral triage in line with standardised timescales.
Update Choose and Book with referral outcomes.
Answer telephone enquiries and respond to requests by hospital staff and GP’s.
Data input of patient information into the computer system IPM.
Provide patients with documentation relating to their appointment.
Complete call logs and reports.
Recommend process improvements.
To provide a 1st class customer service to the BMI group and patients who use the
Build relationships with RMC centres around the country
Key Performance Indicators:
Ensure all hospitals referrals have been processed for the current day
Ensure all calls are logged and responded to in the working day.
Ensure all triage referrals are complete and if not the hospital in question is
Keep contact records up to date for each hospital, NHS email addresses and
To develop relationships with the NHS leads in all BMI hospitals.
To participate in mandatory training, personal development and the performance
review process as appropriate.
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Specific Knowledge, Experience and Qualifications:
Knowledge of Choose and Book
Understanding of the NHS and provision of secondary care essential
Knowledge of Microsoft Office
Good organisational skills and time management
Excellent communication and interpersonal skills to interact with a wide range of
individuals from a variety of backgrounds and roles.
Experience of working in professional, service-oriented team
Demonstrated success in responding to customer’s needs and delivering service
of high quality
Good oral and written communication skills
Developing & Inspiring Others
Not only imparts knowledge to others effectively but also inspires others to see the benefits and
purpose of new systems, business processes and change. Encourages their development in a
way that benefits the individual and enhances business performance.
Works in partnership across the business in a way that maximises the impact of initiatives on
business performance and demonstrates the value of teamwork.
Gains a deep understanding of the needs of key hospital stakeholders, builds strong
relationships and drives action that is mutually beneficial for both individuals and the business.
Innovation & Change
Generates, collates and effectively proposes new ideas, possibilities and creative alternatives to
enhance overall quality of IT systems and related business processes.
Organisational & Presentation Skills
Is highly organised and methodical in their approach to work. Follows due process and
procedure. Is confident and clear in presentation including presentation materials and spoken
Flexibility, Adaptability & Versatility
Able to show flexibility and versatility in all respects including hours, location and technology.
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