Patient Contact Advisor

Hampshire and Isle of Wight Healthcare NHS Foundation Trust

The closing date is 26 January 2025

Job summary

Looking for your opportunity to start your career in the NHS?

We are looking for a Patient Contact Advisor to join our fast paced service, in a role that offers flexibility and work/life balance along with the opportunity to complete a Level 2 Qualification in Customer Service. 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 templates or in the patients' computerised records

Ensure messages from all callers (patients and Healthcare Professionals) are taken and electronically delivered or appointed to the correct service

Manage instructions and queries from any Healthcare Professional from any HIOW service using policies, Procedures, Directory of Services and Intranet information to advise or signpost

About us

Hampshire and Isle of Wight Healthcare NHS Foundation Trust is a newly established organisation, bringing together expertise from across mental health, learning disabilities, community, and physical health services. We are dedicated to delivering compassionate, high-quality, and accessible care to the diverse communities of Hampshire and the Isle of Wight.

With over 13,000 dedicated staff working across more than 300 sites, we place patients and staff at the centre of everything we do. Our goal is to create an integrated healthcare system that improves accessibility and ensures more consistent care for patients. By working together, we aim to improve patient outcomes, drive innovation, and meet the unique needs of the populations we serve.

Our Trust unites services from Southern Health, Solent NHS Trust, Isle of Wight NHS Trusts community and mental health teams, as well as Hampshire CAMHS, originally part of Sussex Partnership NHS Foundation Trust. This transformation enables us to deliver more seamless care across the region, ensuring that patients receive the right support, in the right place, at the right time.

Join us as we embark on this exciting journey to shape the future of healthcare across Hampshire and the Isle of Wight. We are deeply committed to our CARE values of compassion, accountability, respect, and excellence, and offer outstanding opportunities for career development, training, and collaborative working.

Date posted

10 January 2025

Pay scheme

Agenda for change

Band

Band 2

Salary

£23,615 a year per annum

Contract

Apprenticeship

Duration

15 months

Working pattern

Full-time

Reference number

449-PRI-6878

Job locations

Royal South Hants Hospital

Graham Road

Southampton

Hampshire

SO14 0YG

Job description

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.

Job description

Job responsibilities

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

Person Specification

Qualifications

Essential

Educated to GSCE Grade 4 or above in English and Maths or equivalent standard

Experience

Desirable

Previous use of multiple IT applications
Experience of working in a Consumer led environment
Call Centre / Customer service experience
Data Input
Experience with dealing with customers or patients over the telephone
Medical or Clinical admin experience
Call handling experience in a medical environment
Previous work experience in NHS Services

Additional Criteria

Essential

An understanding of Key Performance Indicators/targets
Accurate typing skills
Telephone management
Excellent clerical / admin skills
Excellent communication skills
Customer Service skills
Organisational skills
Be able to demonstrate and understanding of the principles of equality, diversity, and inclusion and how they apply to staff and patients in a healthcare setting. Able to demonstrate personal commitment to this

Person Specification

Qualifications

Essential

Educated to GSCE Grade 4 or above in English and Maths or equivalent standard

Experience

Desirable

Previous use of multiple IT applications
Experience of working in a Consumer led environment
Call Centre / Customer service experience
Data Input
Experience with dealing with customers or patients over the telephone
Medical or Clinical admin experience
Call handling experience in a medical environment
Previous work experience in NHS Services

Additional Criteria

Essential

An understanding of Key Performance Indicators/targets
Accurate typing skills
Telephone management
Excellent clerical / admin skills
Excellent communication skills
Customer Service skills
Organisational skills
Be able to demonstrate and understanding of the principles of equality, diversity, and inclusion and how they apply to staff and patients in a healthcare setting. Able to demonstrate personal commitment to this

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.