We have an exciting opportunity for a Referral Management Clerks to join our expanding team at Primary Eyecare Services!
About Us:
Primary Eyecare Services (PES) is an established provider of high-quality extended eye care services (those beyond sight testing), utilizing a large network of optical practice subcontractors across England (~2000). PES currently holds and manages contracts on behalf of the primary eye care network, spanning ~70 NHS commissioners and delivering over 380,000 episodes of patient care each year, with a total annual turnover of ~£25+ million. PES is a not-for-profit company, limited by guarantee. This sees the majority of generated income pass through to frontline eye care services in optical practices.
Join us and be part of a company that is shaping the future of optometry.
Role Overview:
We are looking for a highly motivated and patient-focused individual to join our busy Referral Management Team. This role is ideal for someone who thrives in a fast-paced NHS call centre environment and is confident in managing high volumes of calls while maintaining a compassionate and professional approach. You will be the first point of contact for patients, supporting them with appointment bookings, queries, and navigating services. This is a key role in ensuring a smooth patient journey, with a strong focus on service delivery, patient safety, and experience.
General Responsibilities:
- Handle a high volume of inbound and outbound calls in a professional and efficient manner
- Provide a patient-centered service with empathy and clear communication
- Book, amend, and manage patient appointments across multiple clinical diaries in addition to adhering to processes and pathways, while maintaining strong relationships with optical practices.
- Accurately capture and update patient information in line with GDPR requirements
- Prioritise urgent and routine cases appropriately
- Support patients with queries and resolve issues where possible
- Work collaboratively with clinicians and internal teams
- Follow SOPs to ensure safe and consistent service delivery
- Contribute to performance targets including call-handling times
- Escalate concerns appropriately
- Adhere to CQC standards.
- Working in a multidisciplinary team.
Take advantage of our comprehensive benefits and rewarding career opportunities.
Hours & Working Pattern
We have two part-time roles available (21 hours per week), working the following set days:
- Monday, Friday & Saturday
- Monday, Tuesday & Thursday
Please let us know which shift pattern you’re applying for when you submit your application.
The full-time equivalent salary for this role is £24,570 per annum.
For the 3-day working pattern (21 hours per week), the pro rata salary is £14,742 per annum.
Why You'll Love Working with Us:
- Performance-Related Pay
- Pension Scheme
- Paid Sick and Critical Illness Pay Cover
- Electric Car Scheme
- Enhanced Family Leave Pay
- Paid Compassionate Leave
- 25 Days Annual Leave + Bank Holidays (increase with 1 day annually after 2 years of service and each 2 years after, up to 30 days)
- Training and Development Opportunities
- Employee of the Month and Year Awards
- Employee Assistance Program (EAP)
- NHS Blue Light Card
- Hybrid Working (40% in office, 60% at home on a weekly basis)
- Cycle to Work Scheme
What We're Looking For:
Qualifications:
- Minimum 5 GCSE’s (Including English and Mathematics) / equivalent (Essential)
Essential Experience:
- Experience working in a high-volume call centre environment, handling a fast-paced workload while maintaining accuracy and professionalism.
- Proven ability to work effectively within a multidisciplinary team, collaborating with both clinical and non-clinical colleagues to deliver seamless patient care.
- Strong multitasking and organisational skills, with the ability to prioritise competing demands and manage time efficiently.
- Demonstrated commitment to delivering excellent patient care, ensuring a supportive, responsive, and patient-focused approach at all times.
- Confident communicator with the ability to build rapport quickly, adapting communication style to suit a range of patients and colleagues.
- Comfortable working as part of a large team, contributing positively to team dynamics and supporting shared goals.
- Calm under pressure, with the ability to remain resilient and adaptable in a rapidly changing environment.
- IT literate, with experience using booking systems and digital platforms to support efficient service delivery.
Desirable Experience:
- Previous experience within the NHS or a healthcare setting, with an understanding of how services are delivered and the importance of patient-centred care.
- Experience managing appointments or clinical diaries, including booking, rescheduling, and coordinating patient pathways to ensure timely access to care.
- Knowledge of referral pathways, including how patients are directed between primary, secondary, and specialist services, ensuring appropriate and efficient care delivery.
- Understanding of GDPR within a healthcare context, with the ability to handle sensitive patient information safely, confidentially, and in line with data protection requirements.
How To Apply:
Please submit your up-to-date CV.
Become a part of something bigger - apply now!
Job Type: Part-time
Pay: £24,570.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Health & wellbeing programme
- Life insurance
- Referral programme
- Sick pay
- Work from home
Ability to commute/relocate:
- Manchester M4 6LN: reliably commute or plan to relocate before starting work (preferred)
Application question(s):
- Please note that this role may be subject to a standard DBS (Disclosure and Barring Service) check. By submitting this application, you confirm that you understand and consent to undergoing a DBS check when required as part of the re process.
- Which shift pattern are you applying for?
1. Monday, Friday, Saturday
2. Monday, Tuesday, Thursday
3. Either
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Manchester M4 6LN
