Priory
Client Referral Coordinator
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Client Referral Coordinator
Hybrid - Stockton-on-Tees
£26,200
A Customer service function which is open 365 days a year, acting as the first point of contact for all self-paying clients looking to take their initial first steps into Treatment, and NHS professionals in supporting emergency bed placements, throughout our national network of Hospitals. We are a non-clinical function who provide available options for them to make informed choices on the best treatment pathways.
Location of the Role
Customer Service Centre, Ground Floor, Admiralty House, 9 Fudan Way, Stockton on Tees, TS17 6EN
Key Responsibilities
- Inbound call centre, providing a customer-centric experience. We are dedicated to providing prospective clients with the range of treatment options available, and assisting them to take their first steps into the most suitable pathway.
- Duties include but are not limited to:
- Answering inbound client calls surrounding initial treatment enquiries.
- Answering client emails surrounding initial treatment enquiries.
- Accurate logging of client data into internal systems, and in line with GDPR guidelines.
- Liaising with internal and external stakeholders in helping clients access treatment.
- Ability to recognise vulnerability and following safeguarding protocols when necessary.
- Tailoring available services in line with client needs.
- Arranging funding for NHS services.
Skills, Knowledge & Expertise
- Ability to work to call KPIs and internal quality standards.
- Excellent verbal and written communication skills.
- Ability to lone work, and also work as part of a team.
- Confidently handle calls where you will talk about difficult subjects, support vulnerable customers, and deliver solutions with care and empathy.
- Ability to work a varied shift pattern including weekends, evenings and nights.
- Good knowledge of Mental health conditions and services is desirable.
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Job Benefits
- We want you to succeed at Priory and thrive in your role. You will be well supported with regular career conversations. We also offer full training and numerous pathways into leadership and qualified clinical positions to help you shape your career with us.
- 25 days Annual Leave + Bank Holidays + additional day’s leave for your Birthday!
- Annual leave entitlement increases based on length of service: 27 days after 5 years’ service and 30 days after 10 years’ service.
- Length of service recognition awards – every 5 years.
- Employee Assistance Programme.
- Competitive Pension Scheme.
- Initial Disclosure Check Cost covered, if applicable to role.
- ‘My Possible Self’ App and health-related benefits.
- Online discounts and cashback rewards – Priory Perks.
- Smart Technology scheme (qualifying period).
- Cycle to work scheme (qualifying period).
- Smart Holidays (qualifying period).
- Gym Flex (qualifying period).
- Healthcare Cash Plan – Simply Health Scheme.
- Eye Care Vouchers.
- ‘Cash for Colleagues’ – Employee referral scheme.
- Access to development opportunities.
- Sponsorship of professional qualifications through our Individual Professional Development (IPD) panel.
- Leadership & management development.
- Parental Leave Gift.
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Please take the time to familiarise yourself with the full job description attached prior to making an application.
Shortlisting may begin upon receipt of applications, and the Recruiting Manager may close the vacancy early if enough suitable candidates are identified.
About Priory
Priory is the UK’s leading independent provider of mental health and adult social care. With 12,000 colleagues and a network of 270 services, we support over 24,000 people each year to live their lives as fully and independently as possible. We treat more than 70 conditions – including depression, anxiety, eating disorders and children’s mental health – and provide residential and supported living care for autistic adults, people with a learning disability, Prader–Willi Syndrome, brain injuries and older people.
We are an equal opportunities employer committed to providing an inclusive, accessible recruitment process. Learn more about the accessibility support we offer here.
For agency enquiries and applications, please view our legal statement here.
All roles are subject to a successful disclosure at an appropriate level from the Disclosure and Barring Service (DBS), Access NI or Disclosure Scotland. Priory will cover the cost of a DBS check.
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