Job Title: Referral Co-ordinator
Responsible to: Referral Team Leader/Practice Manager
Location: GP Practice (multi-site if applicable)
Job Purpose
The Referral Co-ordinator is responsible for the accurate, timely, and efficient processing of all clinical referrals generated by clinicians within the practice. The role ensures referrals are completed in line with NHS guidelines, local pathways, and contractual requirements, supporting safe patient care and effective service delivery.
The post holder will act as a key point of contact for clinicians, patients, and external providers regarding referrals, ensuring high standards of administration, confidentiality, and communication at all times.
Key Responsibilities
Referral Management
- Process all outgoing referrals in a timely and accurate manner using NHS systems (e.g. e-RS, local referral portals).
- Ensure referrals are complete, clinically appropriate, and include all required documentation and test results.
- Monitor referral workflows to ensure actions are completed and escalated appropriately where delays or issues arise.
- Track urgent, suspected cancer (2WW), and time-critical referrals in line with national and local targets.
- Identify and resolve rejected or returned referrals promptly, liaising with clinicians as required.
Clinical & Administrative Support
- Work closely with GPs, clinicians, and clinical teams to support referral queries and pathway requirements.
- Ensure referral activity complies with NHS England guidance, local ICB pathways, and practice protocols.
- Maintain accurate records on the clinical system and ensure referral outcomes are recorded appropriately.
- Support audits, data collection, and reporting relating to referral activity and performance.
Patient Communication
- Respond to patient queries regarding referrals in a professional, empathetic, and timely manner.
- Provide clear explanations to patients about referral processes, appointment booking, and next steps.
- Liaise with hospitals, community services, and external providers to resolve patient-related referral issues.
Governance, Quality & Compliance
- Maintain strict confidentiality and comply with GDPR, Caldicott principles, and practice policies.
- Adhere to CQC standards, safeguarding requirements, and information governance procedures.
- Contribute to service improvements by identifying referral process issues and suggesting solutions.
- Support colleagues during periods of high demand to ensure continuity of service.
Team Working
- Work collaboratively as part of the Referral Team and wider practice administrative team.
- Participate in team meetings, training, and service development initiatives.
- Provide cover for colleagues where required to maintain service resilience.
Person Specification
Essential
- Previous administrative experience in a GP practice, NHS, or healthcare setting
- Excellent attention to detail and accuracy
- Strong organisational and time-management skills
- Ability to manage a high volume workload under pressure
- Confident IT skills, including clinical systems and Microsoft Office
- Excellent written and verbal communication skills
- Understanding of patient confidentiality and data protection
Desirable
- Experience using e-Referral Service (e-RS)
- Knowledge of NHS referral pathways and secondary care services
- Experience handling urgent and 2WW referrals
- Familiarity with EMIS
- Experience working in a referral or clinical administration team
Personal Attributes
- Professional, calm, and patient-focused approach
- Able to work independently and as part of a team
- Flexible and adaptable to changing priorities
- Proactive with a problem-solving mindset
- Committed to continuous improvement and learning
Equality & Safeguarding
The post holder must support the practice’s commitment to equality, diversity, and inclusion and comply with safeguarding policies and procedures at all times.
Pay: £13.31 per hour
Benefits:
- Company pension
- Free flu jabs
Work Location: In person
