Referrals and Bookings Coordinator

United Kingdom (Remote)

Reporting to: Referrals and Scheduling Department Managers

Remuneration: £26,500 - plus £1000 working from home allowance

Contract Type: Permanent/ Full time - 40hours per week

Location: Home-based/various meeting locations as required

Closing Date for applications: Friday 21st March 2025

(We reserve the right to close this advertisement early should we receive a high volume of applications.)

The Company

Psychiatry UK is the leading provider of online mental health services in the United Kingdom. A career here offers the opportunity to develop your knowledge, skills and life experiences while enjoying the opportunity to work in a full or part-time role from your home office. Working in a leading online mental health service means working amongst innovative, forward-thinking and committed professionals in a multi-disciplinary team.

Job Summary

The Referrals and Bookings Coordinator will be the first point of contact for patients, delivering a high-quality service and ensuring a seamless experience. Playing a key role in our digital transformation pathway, they will advocate for innovation and efficiency, working closely with platforms such as QareReferrals App, RingCentral, Live Chat, NHSmail, internal and external email systems, and the MedQare Portal on a daily basis. Collaboration will be essential, as this role will liaise with psychiatrists, nurse prescribers, and clinicians to ensure patients receive the exceptional care they expect from Psychiatry UK.

This is a home-based role (applicants must reside in the UK), though occasional travel may be required for face-to-face meetings at various locations.

Responsibilities and Duties:

• Connect with a wide range of people, including our patients, their representatives and other stakeholders.
• Process referrals across the whole business (Right to Choose & Contracts)
• Locate and collate data, records and logs
• Cross reference data to ensure accuracy
• Provide appropriate support to patients through their journey with PUK
• Answering email enquiries.
• Providing minimal outbound call support to patients to manage short notice appointments as and when required.
• Arranging and scheduling appointments within the PUK Patient Portal, with the support of automation.
• Assist in the preparation of regularly scheduled reports.
• Provide cover for colleagues when and where necessary.
• Plan own workload to ensure that weekly, monthly, quarterly, and annual tasks and targets are met.
• Prioritise workload with consideration to issues arising and responding to shifting priorities appropriately.
• Actively participate in regular supervision with line manager and the PUK PDR process for maintaining and developing personal skills and meeting agreed objectives.
• The post holder will attend online training as relevant to the post including mandatory training courses i.e., Information Governance, safeguarding, Health, and Safety courses etc.

Person Specification

We are looking for a friendly, approachable, and supportive individual who maintains a high level of professionalism at all times. Strong problem-solving skills, a flexible, can-do attitude, and resilience are essential for adapting to shifting priorities and challenges. The ability to prioritise workload effectively, responding to emerging issues with confidence and efficiency, is key. A willingness to support other areas of the business at short notice, based on demand and capacity needs, is also important.

Essential Qualifications and Skills:

• Strong customer service skills in a digital environment
• Data Entry experience.
• Strong Microsoft Office skills including Excel and PowerPoint.
• Excellent written and verbal communication skills.
• Excellent attention to detail.
• Ability to work autonomously and to use initiative, while able to follow instruction when required.
• Excellent time management and organisational skills providing the ability to prioritise work and multi-task.
• Problem-solving skills.
• Ability to hit targets and drive KPIs’, understanding the importance of this.
• Ability to adapt to different business areas and changes within processes.

Desirable Experience and Skills:

• Experience in a healthcare assistant/support worker role is preferable.
• Qualification in Healthcare.

Other information

This job description is intended as an outline indicator of general areas of activity and will be amended in the light of the changing needs of PUK. You may be required to work at other locations as determined by the duties of your post. You may be required to undertake any other duties at the request of the Line Manager, which are commensurate with the role, including project work, internal job rotation and absence cover. This job description describes responsibilities, as they are currently required. It is anticipated duties will change over time and the job description may need to be reviewed in the future.

Behaviour

All employees are expected to:

• Support the values, aims and vision of PUK and its clients
• Act with honesty and integrity at all times
• Be positive ambassadors for PUK
• Demonstrate high standards of personal conduct
• Value and respect colleagues, other members of staff and patients
• Work with others to develop and improve PUK services
• Take personal responsibility for their words and deeds and for the quality of the service they deliver

Confidentiality

The post holder must ensure that personal information is accurate, up to date, always kept secure and confidential in compliance with relevant legislation and the common law duty of confidentiality. The post holder must follow record-keeping guidelines to ensure compliance with the Freedom of Information Act.

Valuing Diversity & Human Rights

No person should receive less favourable treatment on the grounds of sex, sexual orientation, marital/partnership status, race, religion, age, creed, colour, ethnic origin, disability, part time working status and real or suspected HIV/AIDS status and must not be placed at a disadvantage by conditions or requirements which cannot be shown to be justifiable.

Data Protection

If you have contact with computerised data systems you are required to obtain, process, and/or use information held on a computer in a fair and lawful way, to hold data only for the specific registered purpose and not to use or disclose it in any way incompatible with such purpose. To disclose data only to authorised persons or organisations as instructed.

Recruitment Process

At Psychiatry UK, we are committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments —such as additional time, assistive technology, or an alternative format for materials—please let us know. We are happy to accommodate your needs to ensure you have a fair and comfortable experience. Please feel free to reach out to us at recruitment@psychiatry-uk.com to discuss any adjustments that would support you.