Patient Contact Advisor - Single Point of Access

Job summary

We are looking for a Call Handler/Patient Contact Advisor to join our fast paced service, in a role that offers flexibility and work/life balance. Your role will predominantly be communicating with members of the public, our clinical teams and external stakeholders to contribute to the efficiency of the healthcare being provided across the South Coast. This role will be based at the Royal South Hants Hospital in Southampton.

This role would suit friendly and talkative individuals who are confident talking on the phone and using information systems to record data.

We are open 7 days per week from 8am to 8pm, including all bank holidays. You will be included in the roster to work a combination of early, late and weekend shifts (some shifts may have enhanced pay). Rota's are given 6 weeks in advance to allow you an excellent balance between work and home.

We want you to be driven to deliver a friendly and engaging experience to all our of service users. We're committed to providing you a full induction and support to enable you to complete your apprenticeship qualification.

Who knows what your next step in the NHS could be...

Main duties of the job

*Answer all telephone calls in an efficient, courteous, professional and non-judgemental manner. Maintain a high standard of work and remain professional at all times.

*Record all data accurately in the patients' computerised records.

*Ensure messages from all callers are taken and electronically delivered or appointed to the correct service.

*Manage instructions and queries from any Healthcare Professional from any Solent service.

*Manage appointment bookings, updating electronic record system and sending appointment letters following Trust guidelines and targets.

*Use and accurately populate the electronic record system (Systm One) with information

*Cancel & reschedule clinic appointments as requested, ensuring patients are notified of any changes to appointments.

*Ensure referrals are actioned following the agreed service procedures according to the defined performance targets and timescales.

*Process incoming and outgoing mail, telephone, or written messages, distributing appropriately and in a timely manner, taking responsibility for signposting or dealing with queries regarding issues arising.

*Liaising with clients, colleagues, and other healthcare professionals in a positive, friendly, calm and sympathetic manner. This may include dealing with complex information or where there is barriers to understanding.

*Provide cover and support during times of absence for the core functioning of the administration team.

About us

Hampshire and Isle of Wight Healthcare NHS Foundation Trust provides joined-up mental and physical healthcare for around two million people across our communities. With over 13,000 staff working in the community and local hospitals, we deliver care at every stage of life, helping people live their best and healthiest lives.

Our mental health services include community-based support and early intervention in psychosis (EIP) for both adults and young people, alongside a network of specialist inpatient wards covering forensic, learning disability, eating disorder and older person's care.

We deliver extensive physical health services too, from urgent community response teams helping frail and older patients remain safely at home, to hospitals at home teams providing acute-level care in familiar surroundings. Our neurological services offer rehabilitation and treatment for conditions including Multiple Sclerosis, Parkinson's Disease, Motor Neurone Disease, Head Injury, Cerebral Palsy and Stroke. Across Hampshire, our community hospitals provide inpatient rehabilitation as a step down from acute care, and our dedicated teams also staff Treetops Sexual Assault Referral Centre in Portsmouth, offering expert, compassionate support.

Everything we do is underpinned by our CARE values of compassion, accountability, respect and excellence

Details

• Date posted: 22 June 2026
• Pay scheme: Agenda for change
• Band: Band 3
• Salary: £25,760 to £27,476 a year Please note for part time hours the salary will be pro rata
• Contract: Permanent
• Working pattern: Full-time, Flexible working
• Reference number: 348-SSW-11661
• Job locations: Royal South Hants Hospital, Graham Road, Southampton, Hampshire, SO14 0YG, United Kingdom

Job responsibilities

Further information about the Trust and this role can be found on the Job Description and Person Specification document attached. It is important to us that we ensure our recruitment processes are accessible and inclusive to everyone - if as a potential candidate you are concerned a person specification may prevent or restrict your application for employment as a result of unintentional barriers on the grounds of your sex, race, age, sexual orientation, religion/belief or disability please initially contact the Trust's Recruitment team - detailed in the advert. The Trust will seek to resolve this issue wherever possible.

We are happy to talk Flexible Working - all requests for flexible working options can be discussed as part of the interview process.