Job summary
An exciting opportunity has arisen for a patient care advisor 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 work within the team who can deliver an efficient and accurate booking service for our patients.
This is a unique and interesting administrative role in which you will ensure patient referrals, outpatient appointments and surgery is booked in accordance with the trust's patient pathways and standards.
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.
Main duties of the job
The post holder will be expected to act as the first point of call for every interaction between the Trust and patients for the booking of outpatient and surgical services in an informed manner, ensuring patients are given accessible information, choice and are provided with elective services according to NHS plan access targets.
This post is a variable role which consists of a significant amount of telephone calls internally and externally to the Trust and administrative duties
About us
We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, covering one of the largest geographical areas of any NHS trust in the country. Leading in innovation and quality - opening a state of the art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. Do you want to work in one of the best performing NHS organisations in England? Work in an organisation that supports its staff and focuses on staff experience as much as it does the experience of its patients? You can live and breathe in an area that has the cleanest air, cost effective living, great nightlife, some of the best schools with a wealth of history available on your doorstep. Sound too good to be true? Well it isn't, this is what you get when you work for Northumbria Healthcare, this is the Northumbria Way!
Job description
Job responsibilities
Key responsibilities include;
- To liaise closely with patients and staff involved in the patients care in a variety of inbound and outbound formats (including telephone, email and in-person) and provide NHS services to provide excellence in patient care.
- Process patient appointments, referrals and surgery using a variety of trust systems in line with NHS patient access standards.
- Communicates regularly with patients by phone offering choice when booking patient appointments, dealing with queries from patients will can include challenging behaviour.
- Ability to demonstrate an understanding of issues relating to confidentiality and when dealing with sensitive situations.
- A desire to develop both the service and yourself and to make the service known as the best as it grows and becomes more widely used.
Job description
Job responsibilities
Key responsibilities include;
- To liaise closely with patients and staff involved in the patients care in a variety of inbound and outbound formats (including telephone, email and in-person) and provide NHS services to provide excellence in patient care.
- Process patient appointments, referrals and surgery using a variety of trust systems in line with NHS patient access standards.
- Communicates regularly with patients by phone offering choice when booking patient appointments, dealing with queries from patients will can include challenging behaviour.
- Ability to demonstrate an understanding of issues relating to confidentiality and when dealing with sensitive situations.
- A desire to develop both the service and yourself and to make the service known as the best as it grows and becomes more widely used.
Person Specification
Qualifications
Essential
- 5 GCSEs grade 4-9 or equivalent
- Level 3 qualification or equivalent experience
Desirable
Experience
Essential
- Extensive administration and / or customer service experience gained within a healthcare environment in order to hold a good understanding of the role of the contact centre and general clinical and administrative processes in the NHS.
Desirable
- Contact Centre experience
Person Specification
Qualifications
Essential
- 5 GCSEs grade 4-9 or equivalent
- Level 3 qualification or equivalent experience
Desirable
Experience
Essential
- Extensive administration and / or customer service experience gained within a healthcare environment in order to hold a good understanding of the role of the contact centre and general clinical and administrative processes in the NHS.
Desirable
- Contact Centre experience
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
