Patient Care Advisor

Job overview

An exciting opportunity has arisen for a patient care advisor to join the Contact Centre team to provide 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 join the team and deliver an efficient, accurate service for our patients.

The department has multiple teams covering a variety of service needs, including outpatient, inpatient and diagnostic booking, validation and tracking, and referral services.

Full time or part time hours may be considered

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

As the primary point of contact for the Trust, you will engage with patients and staff in an informed manner, ensuring that patients receive accessible information.

Engage via phone and email with Trust staff, including secretaries, ward clerks, receptionists, and clinicians.

Communicate with other departments, as well as external teams such as GP and other hospitals.

Attend meetings, either in-person or virtually, with other Trust staff, including managers and clinicians, as needed based on team or service requirements.

Work collaboratively with department members to support patient care.

Manage workload according to the rota while prioritising tasks effectively.

Implement changes to clinic schedules, including cancellations or adjustments, as directed by clinicians, and inform patients empathetically.

Uphold the Trust's values to provide the best possible service and care to patients.

Support timely patient scheduling in line with local and national standards.

This post is a variable role which may consist of a significant amount of telephone calls internally and externally to the Trust and administrative duties.

Detailed job description and main responsibilities

• To work as a member of a flexible team, acting as the first point of contact for supporting patients throughout their pathway in booking outpatient appointments, inpatient procedures, and tracking services in accordance with NHS targets, while maintaining a knowledgeable and courteous manner
• Many teams receive a high volume of phone calls from patients, relatives, and carers. Common inquiries include chasing or changing appointments, requesting procedure details, seeking directions, and addressing general questions.
• Communicate effectively with patients who have hearing difficulties, communication challenges, or where English is not their first language. Some patients may also be anxious, distressed, or frustrated.
• Utilise digital communication with patients through our Patient Portal.
• Engage in phone and email communication with other Trust staff, such as secretaries, ward clerks, receptionists, and clinicians.
• Handle phone or email inquiries from external teams, including GP and dental practices, PALS, and other hospitals.
• Attend meetings (either face-to-face or virtual) with Trust staff, including administrative teams, managers, and clinicians, as needed based on the team's requirements.
• Identify and escalate capacity or booking issues to the team leader.
• Support tracking, validation, and reporting within the department.
• Assist or guide callers by locating the necessary information, even when details may be limited or unclear
• Follow the rota or, when appropriate, manage your own workload to prioritise tasks.