Apprentice Patient Choice Facilitator

Job overview

The Devon Referral Support Service (DRSS) is a dynamic team that works on behalf of GP practices and providers to promote the safe and equitable application of referral pathways, commissioning policies and patient choice.

DRSS has two key delivery areas – supporting quality and transparency through its referral management service; and promoting best practice through referral pathway review.

The Devon Referral Support Service is an integral part of the wider Delivery directorate and enacts the relevant strategic and operational asks of the directorate. To deliver an effective and competent level of clerical support and consistently deliver a “patient-focused” service which promotes good customer service and effective working relationships.

The post holder will deliver an effective and competent level of clerical support and consistently deliver a “patient-focused” service which promotes good customer service and effective working relationships.

As part of this role, there will be a requirement to work in a matrix and flexible way across multiple areas/teams to support business needs. The objectives of the role will be regularly reviewed to align to organisational priorities.

The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The job holder will carry out any other duties as may reasonably be required by their line manager.

Salary is paid at 70% of top of band 2.

Advert

• Dealing with routine enquiries in a pleasant and helpful manner, communicating relevant information to stakeholders, referring to others as appropriate (GPs, Patients, other NHS Organisations).
• Answer telephone calls, taking messages and passing on accurately to the relevant departments/person.
• Ensure that all complaints, comments and suggestions are escalated appropriately, in accordance with policy.
•  Use effectively office systems, including the national e-Referrals system and internal databases.
• Follow standard operating procedures for processes and care pathways with continuous updating to reflect any changes. ensuring accuracy of data entry at all times.
• Continuous housekeeping measures with regards to patient data, emails, Microsoft Word documents and folders in the shared drive.
• Undertake daily triage processes if required, under supervision. Updating all results when returned and ensuring whole process is completed in a timely and professional manner.
•  Print and dispatch letters to patients following Caldicott Principles and adhering to Information Governance guidelines.
• Carry out audits and help other departments carry out audits when asked to do so. Review results under the supervision of Line Manager.
• Post holder must have a standard level of keyboard skills and able to use Microsoft Office programmes.
• Carry out other appropriate delegated duties as required.

Working for our organisation

NHS Devon Integrated Care System

As an Integrated Care System (ICS), we know that delivering the care people truly need requires collaboration. Together for Devon is a partnership where health and care services join with local communities to improve health, wellbeing, and care. Our goal is to transform services so they are clinically, socially, and financially sustainable.

Our vision is simple: equal chances for everyone in Devon to live long, happy, healthy lives. To achieve this, we have six ambitions over the next five years: Effective and efficient care, embedding the Integrated Care Model, the Devon Deal (a citizen-led approach), focus on children and young people, Digital Devon, and ensuring equality.

About NHS Devon

As part of the Devon ICS, the NHS Devon Integrated Care Board manages most of the county’s NHS budget, planning to improve health, deliver quality care, and achieve better value. The diverse board works to improve lives across Devon, reduce health inequalities, and ensure sustainable services.

For more, visit www.icsdevon.co.uk and www.devon.icb.nhs.uk.

Temporary posts may become permanent. All roles can be development opportunities if applicants don’t fully meet essential criteria initially but can progress. Vacancies may close early due to high application volume.

Detailed job description and main responsibilities

Eligibility to Work in the UK – Important Information  
NHS Devon does not currently hold a sponsorship license to support visa applications. We have been able to successfully meet our recruitment needs without the requirement for visa sponsorship.  As such, we are only able to consider applications from candidates who already have the appropriate legal right to work in the UK at the time of application.  We are committed to fostering an inclusive and diverse workforce and welcome applications from all qualified individuals who meet this requirement.  Thank you for your understanding.  

Please see the attached Job description and person specification for full details of the role and responsibilities.

The wider organisation continues to embrace the benefits of agile, hybrid working, however this is an operational role that requires regular onsite working and full competency in role before hybrid working may be considered.

Interviews to be held on 22 October 2025.