Patient Care Advisor Team Leader

Job overview

An exciting opportunity has arisen for a patient care advisor team leader to join the contact centre team who provide patient booking and administrative services and act as the first point of contact to capture all interactions between Northumbria Healthcare NHS Trust and patients.

We are looking for a highly motivated, enthusiastic and conscientious individual to supervise a team and support them to deliver an efficient and accurate booking service for our patients and services. This post requires experience in managing change. This role will be required to support a change process within the outpatient booking team.

This is a unique and interesting administrative role in which you will lead and train team members to ensure patient referrals, outpatient appointments and surgery is booked in accordance with the trust’s patient pathways and standards.

Please note we reserve the right to close this vacancy prior to the closing date once the required number of suitable applications have been received

"Please note, for Secondment roles before an application is submitted, please ensure you have received the appropriate approval and completed documentation required beforehand, as this may delay the process if an offer was to be made."

Main duties of the job

The post holders main duties include managing, monitoring and training a team of specialist patient care advisors: enabling them to support patients through choice pathway to book outpatient services or inpatient procedures; discussing with them choice options within Northumbria Healthcare NHS Trust; ensuring patients are seen within NHS waiting time targets in an informed and courteous manner. Supporting data quality through validation and training.

Detailed job description and main responsibilities

Key Responsibilities

• Manage and train team members for referral management functions within the contact centre inclusive of funding requests and clinic management
• Manage RTT data quality reports to support patients through pathways in line with access standards.
• Managing day to day work ensuring patients are appointed efficiently.
• Capacity and demand scheduling – analysing, identifying and setting up extra clinics where needed to meet the outpatient waiting time targets.
• Being responsible for management and scheduling of all areas attached to this team.
• Supporting quality improvement initiatives in line with NHSE strategy.
• Lead team meetings and responsible for minute and action plan transcription.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.