Client Referral Coordinator

We're looking for a Client Referral Coordinator to join our team on a 12 Month FTC.

As a Referrals Co-ordinator, you’ll help ensure every client’s onboarding journey is smooth, supportive and efficient. You’ll manage key steps in the referral process, including adding clients to our systems, sending pre-assessment questionnaires, responding to waiting-list queries and monitoring waiting lists.

You’ll support both adults and children and young people (CYP) across all areas of the business, including private services, titration, Hampshire, Right to Choose and NHS contracts.

Please note: You will be required to be onsite in our Pontypool office for the duration of the training period, once training has been successfully passed, a hybrid pattern (2 days in office and 3 days from home).

What you'll be doing:

• Manage incoming referrals across email, the website, e-RS and SharePoint by accurately processing client information and completing administrative screening, so referrals can progress smoothly and without unnecessary delays.
• Register clients on Think Divergent and add them to the appropriate pathway when clinical capacity is confirmed, so they are ready to move forward with their assessment.
• Support the pre-assessment process by sending consent forms, triage forms and other required questionnaires, so clinical teams have the information needed to review each referral.
• Follow up on incomplete referrals by contacting clients for missing information and sending letters when questionnaire requests have not received a response, so records remain complete and referrals can continue progressing.
• Respond to clients’ waiting-list queries with clear, helpful and accurate information, so they feel informed and supported throughout their journey.
• Liaise with GPs, NHS services, private clients and neurodevelopmental practitioners (NDPs) regarding referrals and clinical triage capacity, so information is shared effectively and next steps are coordinated.
• Monitor referral flow and waiting lists across all contracts by reviewing demand, capacity and referral progress, so services continue to run smoothly and efficiently.
• Manage shared inboxes on a rota basis by prioritising and responding to enquiries promptly, so communication is handled consistently across the team.
• Build and maintain a strong understanding of The Owl Centre’s services, pathways and projects, so clients and colleagues receive accurate and relevant support.