• To be responsible for identifying and delivering Referral Management Centre Quality and Improvement projects• Use QI methodologies to support the delivery of measurable change• To lead on the delivery of improvement projects, working alongside clinical and managerial colleagues to secure successful outcomes.• To work independently on assigned projects, to drive forward and manage milestones and key deliverables.• Regularly and proactively report on projects and ensure project tracking and wide sharing of improvement across the network.• To support the team through strong leadership and engagement to provide, visible and accessible QI for the Trust.• Conducting weekly QI meetings with QI buddies to discuss suggestions on QI board. • Keep track and recording of assigned projects and tasks to ensure that commitments to projects are met at all times.

• Manage staff performance throughout the shift, ensuring workloads, resources are effectively managed.• Ensure on-shift agents are kept up to date with issues and trends and cascade communications as appropriate.• Plan and implement staff rotas to ensure adequate staffing levels to meet demands.• Managing own workload.• Organising and conducting meetings.• Excellent knowledge and skills of Microsoft office applications e.g. Outlook/Word/Excel.• Typing out professional letters to send out to clinicians, hospitals, patients, and other service users, when and where required.• Managing the distribution of workload of the team.• Act as an escalation point for service user issues.• Investigating, and resolving any complaints from PALs, ensuring patients are happy with the outcome.• Ensuring all Datix are up to date and have the correct information to ensure they are resolved in a timely manner.• Demonstrating emotional engagement and empathy.• Ensuring all staff are up to date with mandatory training for GDPR, confidentiality and safeguarding.• Working as a management team to ensure the service is running smoothly.• Conducting 1-1 catch ups with the members of your team regularly.• To plan and implement staff rotas to ensure adequate staffing levels to meet demands of the RMC, managing the distribution of workload of the team.• Monitor clinic demand and report to RMC Manager and Clinical Teams.• Configure clinics within Rio (or other electronic patient administration system) as required by Services.• Implement policy within the RMC team and ensure that team working processes are efficient and effective.• To handle internal and external queries, exercising judgement in order to resolve or escalate as appropriate.• Act as the first line in the resolution of complaints or concerns raised by service users often involving complex or sensitive information where barriers to understanding may exist. Addressing concerns with Team members as appropriate.

• Providing a professional and competent service• Answering calls, taking patient details, appointing patients to clinics dependent on what service they require• Managing clinic cancellations & reappointments• Managing and maintaining email inboxes ensuring everything has been actioned daily.• Dealing with or escalating service user’s complaints.• Manage and maintain patient’s referrals, x-rays, MRI scans and confidential information.• Accurate data inputting, liaising with service users, making outbound calls where necessary.• Working under pressure and having the ability to work independently and as part of a team.• Working with multiple IT systems such as Choose & Book service, patient administrative booking systems and• Microsoft packages.• Being able to meet deadlines, achieve results and work on my own initiative as part of a wider team.

• Develop new and grow existing customer/partner relationships through inbound and outbound calls, Linkedin, email, and attending networking events.• Identifying and liaising with key stakeholders/decision makers for both new & existing customers/partners by telephone and email to maximise long-term sales opportunities.• Business to Business sales • Typing up apprenticeship job adverts, and advertising on government websites. • Shortlisting and interviewing candidates. • Account management of existing clients, ensuring queries, comments, and requests are handled efficiently and effectively.• Delivering high levels of customer service that lead to long-term commercial relationships.• Effectively facilitate client meetings to discuss relevant solutions to maximise sales opportunities.• Successfully negotiated with large organisations and the public sector to create programs specific to the organisation.• Providing advice and guidance to clients on the most cost-effective use of their Apprenticeship Levy.• Negotiating and communicating effectively with clients, satisfying their needs, and solving issues with efficiency and speed• Diligently ensuring contract terms and conditions are met.• Meeting and exceeding business KPIs and targets.• Ensuring all relevant information is recorded accurately onto the CRM system.