KEY RESPONSIBILITIES:

• Coordinating patient pathways, monitoring progress and resolving or escalating issues that could delay care.
• Tracking patients in line with Referral to Treatment (RTT) and diagnostic waiting time (DM01) requirements.
• Managing enquiries from patients, GPs and clinicians, including sensitive or challenging conversations.
• Maintaining accurate patient records and ensuring correspondence, reports and results are uploaded promptly.
• Managing communications through our helpdesk and communications hub, taking appropriate action within agreed timescales.
• Prioritising competing tasks to meet service targets while maintaining accuracy and a high standard of patient care.
• Rotating across teams and providing cover to support changing service demands.
• Contributing to improvements in processes, standard operating procedures and the patient experience.
• Recognising and escalating concerns relating to patient safety, safeguarding or service delivery.

QUALIFICATIONS, EXPERIENCE, SKILLS AND COMPETENCIES:

• At least six months’ experience in customer service or a similar role.
• Knowledge and understanding of RTT and DM01 reporting requirements.
• Excellent communication skills, with a calm, patient and empathetic approach.
• Strong organisation, prioritisation and attention to detail.
• Confidence working in a high-volume environment and managing changing priorities.
• A practical approach to problem solving and the initiative to follow issues through.
• The ability to work independently from home while remaining an active, dependable team member.
• Confidence using multiple systems, alongside Microsoft Excel, Word and Outlook.
• Experience in a healthcare environment is desirable.

BENEFITS:

• 28 days’ annual leave plus bank holidays, pro-rated for part-time hours.
• Workplace pension scheme.
• Private healthcare insurance.
• Employee discount schemes.
• Employee Assistance Programme.
• Health and wellbeing support, including access to confidential telephone, GP and counselling services.
• Training, career development and opportunities for progression.
• A supportive, collaborative and inclusive team.

WORKING ARRANGEMENTS AND KEY TERMS:

• You will need a private, confidential space to work from home and flexibility to support team cover during absences and busy periods.
• Applicants must have the right to work in the UK. Sponsorship is not available for this role.
• Appointment is subject to a relevant DBS check, funded by Medefer, and two satisfactory employment references, including one from your most recent employer.
• Medefer is a Disability Confident Employer.
• We commit to interviewing applicants who declare a disability and meet the minimum essential criteria for the job. If you would like to be considered under this scheme, please let us know in your application or by contacting our recruitment team.
• Medefer fully complies with the Equality Act 2010. We are an equal opportunities employer, value diversity and welcome applications from candidates of all backgrounds.
• This job description is non-contractual and the postholder will be expected to perform additional duties and tasks that may be assigned by management from time to time to suit business needs.
• Medefer contact details are provided for the specific purpose to support potential candidates and are not to be used to market services. The named individual has not consented to unsolicited marketing emails. ‘Direct marketing’ means the communication, by whatever means, of marketing material which is directed at individuals. Privacy and Electronic Communications Regulations (PECR) apply to unsolicited emails, for which the individual has not provided consent. Medefer takes the privacy of individuals very seriously and failure to abide by this notice will result in action taken.