Patient Care Advisor/ Administrator

Care Unbound Ltd t/a Here

The closing date is 31 January 2022

Job summary

The Sussex MSK Partnership (SMSKP) is managed and coordinated centrally by HERE. The Patient Care Advisor is central to this function, administering all aspects of administrative service delivery, including the booking of patients, coordination of diagnostic results, working with clinicians, resolving queries and supporting delivery of services that exceed patient expectations.

Main duties of the job

Patient Care Advisors will work within their allocated pathway, ensuring seamless delivery of the pathways services. They will work with GP practices, hospital and community staff and clinicians to navigate patients to the most appropriate services for their needs in an accurate and timely manner. They will support the delivery of efficient clinical services by ensuring that patients are proactively managed at all stages of their care.

About us

Our Purpose: Care Unbound. To create more possibilities for care in every moment.

Here is a not-for-profit social enterprise – we work with and for the NHS, reinvesting surplus generated by our work into creating better services. We started in 2008 and have specialised in creating public sector partnerships to deliver primary and community health services.

Our members are local GPs, Practice Managers, Practice Nurses and our own staff.

We believe in enabling people to take control of their health care journeys we help to change the way health and wellbeing services work so care can focus on what matters to individuals.

We work to ensure that our culture is one that allows everyone to come to work as their whole selves. For most of us, work takes up a big part of our day. We want to ensure that its enjoyable and speaks to us on a level deeper than just getting the job done.

Job description

Job responsibilities

1. Use a range of computer and paper based systems, including SystmOne, to contact patients and book appointments for ICATS services and send confirmation letters.

2. Use computer or paper based systems to actively manage patients through care pathways and provide clinicians with all necessary clinical notes prior to specific clinics. Action any subsequent follow up notes (such as processing and writing clinic outcome letters, booking follow up appointments, telephone calls, diagnostic tests, patient letters, dealing with DNA’s), ensuring that clinic capacity is used as efficiently as possible.

3. To be responsible for proactively scheduling and maintaining ICATS patient clinics to include first appointments, follow ups and telephone appointments ensuring co-ordination of receipt of diagnostic tests with appointments to limit rescheduling.

4. To arrange appointments for diagnostic tests (such as x-rays) and liaise with the diagnostic departments, proactively ‘chasing’ / obtaining results using CRIS.

5. To support the Senior Patient Care Advisor in planning clinic capacity, working with clinicians and GP practices to arrange additional clinics when necessary, helping to ensure that adequate capacity is available to avoid delays.

6. Visit practices where appropriate to provide training on HERE processes and establish and maintain effective communication with GPs and practice staff, using persuasive and motivational skills where co-operation is required.

7. Work with GPs and Allied Health Professionals to ensure the appropriate clinic / service is identified for referrals using guidelines appropriate to each specialty and with reference to managerial and clinical advice.

8. Daily management of GP practice Choose & Book work-lists, MSK Clinics, planning administrative work around generation of referrals. Working with practices to resolve queries and issues that arise through the Here process.

9. Offer Choice directly to patients where appropriate and support them in making that choice through information provision, signposting and discussion, enabling patients to consider their own (non clinical) preferences for treatment and apply them to a choice of secondary provider.

10. Assess and resolve patient queries concerning their referrals, appointments and diagnostic tests in a timely and professional manner.

11. Maintain data security and patient confidentiality by adhering to auditable BICS processes and protocols.

12. Record information using a variety of computer and paper based systems, including BICS clinical and information system – VEDAS - ensuring there are no delays in the processing of referrals by HERE. Ensure the accuracy and quality of data recorded using available reporting tools to check data quality and advise on statistics.

13. To work on own initiative, to plan time effectively, to multi-task successfully, and prioritise own workload on a daily basis, working autonomously within own work area seeking advice when appropriate.

14. To demonstrate a willingness to improve and set personal goals, and to show commitment to both their immediate and wider team.

15. Attend team meetings / regular briefs/ training.

16. Train other members of staff as required on the core functions of HERE and ICAT services.

17. To be flexible to enable late shift working once a week 11am to 7pm.

Person Specification



  • Educated to NVQ Level 3, Certificate of Higher Education and/ or equivalent experience

Personal Qualities


  • Proven record of good timekeeping and attendance
  • Able to show understanding of issues relating to equal opportunities
  • To be able and willing to work flexible hours i.e. late rota
  • Able to communicate effectively face to face and on the telephone with a range of people in a range of situation
  • Excellent telephone manner - manages calls in a professional way
  • Good listening skills with an ability to maintain focus, recognise possible distractions and ignore/deal with them
  • Able to plan and organise own work effectively and work under own initiative to achieve key performance indicators for Here and meet demanding deadlines
  • High attention to detail


  • Able to apply sometimes complex clinical guidelines to individual patient referral letters to determine onward service selection
  • Able to summarise referral numbers into accurate performance reports



  • Previous experience of customer care or similar service industry practices
  • Intermediate level use of Word, Excel, and basic access skills
  • Fast and accurate keyboard skills to RSA III or equivalent


  • Previous experience in an administrative role
  • Previous experience of working with a professional team
  • Previous experience of complying with patient confidentiality and Data Protection requirements
  • Previous experience of NHS admissions/outpatient department procedures
  • Previous experience of patient administration systems and/or appointment booking systems
  • Previous experience of dealing with upset or difficult patients by telephone
  • Experience of working with the ERS system (NHS)
  • Experience of working with SystmOne
  • Experience of working with patient diagnostics

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Care Unbound Ltd t/a Here


4th Floor

177 Preston Road


East Sussex


Employer's website (Opens in a new tab)

For help with your application, contact:

Chloe Chell

Date posted

09 December 2021

Pay scheme



£20,500 a year



Working pattern

Full-time, Part-time, Compressed hours

Reference number


Job locations

4th Floor

177 Preston Road


East Sussex


Supporting documents

If there's technical issues with the website, contact:



0300 330 1013

Outside UK:

+44 300 330 1013

Opening times:

Monday to Friday: 8am to 6pm

Saturday: 9am to 3pm

Closed Bank Holidays including Easter Sunday, Christmas Day, Boxing Day and New Year's Day.