Job summary
The role
Job title Patient Care Advisor Apprentice
Band Dependant on age
Hours Full time 37.5. per week Monday to Friday
Successful applicant will be expected to attend a local college one day a week
We are looking for a full time member of staff to join our team of Patient Care Advisors in this fast paced busy call centre type office environment
Working as a Patient Care Advisor, you will answer inbound callsand make outbound calls to and from members of the public dealing with their referrals and directing them to the best service suitable to meet their needs.
You will need to demonstrate flexibility to meet service needs and enthusiasm to deliver high quality care and go the extra mile along with excellent IT skills.
Experience of the National e-RS booking system would be an advantage but not essential as full training will be delivered
Main duties of the job
Providing nonclinical information (by phone or letter) to patients to help them make an informed choice about their planned care,
Record choice decisions on the national E Referral system
Booking appointments for patients at primary or secondary care providers
Inputting data into excel
About us
The post holder will be required to exchange verbally and in written format, factual information of a sensitive nature with patients requiring empathic, perceptive and reassuring skills. They will be required to advise and equip patients with routine and occasionally complex information to enable them to make informed decisions regarding their care choices. They will be required to liaise with patients whose first language is not English; who may experience hearing difficulties or who may have language difficulties.
The post holder will communicate and exchange confidential, contentious or sensitive medical/personal patient information on a regular basis with key NHS and Independent Sector Service Providers, GP's and Practice staff. There will also be a need for liaison with external contact
Job description
Job responsibilities
Communication:
The post holder will be required to exchange verbally and in written format, factual information of a sensitive nature with patients requiring empathic, perceptive and reassuring skills. They willbe required to advise and equip patients with routine and occasionally complex information to enable them to make informed decisions regarding their care choices. They will be required toliaise with patients whose first language is not English; who may experience hearing difficulties or who may have language difficulties.The post holder will communicate and exchange confidential, contentious or sensitive medical/personal patient information on a regular basis with key NHS and Independent Sector Service Providers, GPs and Practice staff. There will also be a need for liaison with external contacts.
Knowledge, training and experience:
The post holder will have: Specialist knowledge of the national E Referral system and process Experience of working with and communicating with patients Experience of using computer systems, databases and Microsoft Office packages ECDL or equivalent Good working knowledge of NHS and NHS priorities, especially the Choice agenda and waiting time targets Customer care training and updates 2
Analysis and Judgement:
The post holder will: Explain to patients how decisions are made about referrals, choice and booking appointments Exercise judgement when dealing with patient enquiries with a need to analyse and resolve patient problems in relation to referrals, choice and booking appointments Analyse database fields to investigate and track missing referralsPlanning and Organisation:The post holder will prioritise and plan own workload and organise own time within the requirements of the Choice and Referral Centre
Physical Skills:
The post holder will use a computer for data entry and database interrogation.
Patient and Client Care:
The post holder will: Provide non-clinical information and advice to patients about choice of planned care provider and patient pathways Provide non-clinical advice and sensitive, contentious information to patients, carers, relatives and GPs relating to E Referrals, Low Priority Treatments, removals from waiting lists Assist the Choice and Referral Centre Manager to operationally manage the Safe Haven, 18 week initiatives and Tier 3 services.
Policy and Service development:
The post holder will be required to follow relevant procedures and may comment on proposals within own area of work.
Financial responsibility:
The post holder will be responsible for physical resources within the Choice and Referral Centre and base of work
H.R responsibility:
The post holder will demonstrate duties to new starters
Information resources:
The post holder will: Process, transmit and store patient data using a computerised system Interrogate the E Referral system for missing referrals
Job description
Job responsibilities
Communication:
The post holder will be required to exchange verbally and in written format, factual information of a sensitive nature with patients requiring empathic, perceptive and reassuring skills. They willbe required to advise and equip patients with routine and occasionally complex information to enable them to make informed decisions regarding their care choices. They will be required toliaise with patients whose first language is not English; who may experience hearing difficulties or who may have language difficulties.The post holder will communicate and exchange confidential, contentious or sensitive medical/personal patient information on a regular basis with key NHS and Independent Sector Service Providers, GPs and Practice staff. There will also be a need for liaison with external contacts.
Knowledge, training and experience:
The post holder will have: Specialist knowledge of the national E Referral system and process Experience of working with and communicating with patients Experience of using computer systems, databases and Microsoft Office packages ECDL or equivalent Good working knowledge of NHS and NHS priorities, especially the Choice agenda and waiting time targets Customer care training and updates 2
Analysis and Judgement:
The post holder will: Explain to patients how decisions are made about referrals, choice and booking appointments Exercise judgement when dealing with patient enquiries with a need to analyse and resolve patient problems in relation to referrals, choice and booking appointments Analyse database fields to investigate and track missing referralsPlanning and Organisation:The post holder will prioritise and plan own workload and organise own time within the requirements of the Choice and Referral Centre
Physical Skills:
The post holder will use a computer for data entry and database interrogation.
Patient and Client Care:
The post holder will: Provide non-clinical information and advice to patients about choice of planned care provider and patient pathways Provide non-clinical advice and sensitive, contentious information to patients, carers, relatives and GPs relating to E Referrals, Low Priority Treatments, removals from waiting lists Assist the Choice and Referral Centre Manager to operationally manage the Safe Haven, 18 week initiatives and Tier 3 services.
Policy and Service development:
The post holder will be required to follow relevant procedures and may comment on proposals within own area of work.
Financial responsibility:
The post holder will be responsible for physical resources within the Choice and Referral Centre and base of work
H.R responsibility:
The post holder will demonstrate duties to new starters
Information resources:
The post holder will: Process, transmit and store patient data using a computerised system Interrogate the E Referral system for missing referrals
Person Specification
Qualifications
Essential
- O level/CSE English and Maths grades A-C
- Customer Services Experience
Desirable
- Customer Services Qualification
- European computer driving licence (ECDL) or RSA 3 or equivalent
- Medical secretary qualification
Skills
Essential
- Excellent interpersonal skills
- Ability to communicate factual information to patients
- Ability to deal with confidential information in a sensitive manner
- Skilled in accurate record keeping
Desirable
Experience
Essential
- Experience of dealing with patients/clients
- Experience of working with software programmes
- Working knowledge of Microsoft Office packages
- Understanding of medical terms
Desirable
- Knowledge of patient record and booking systems
Person Specification
Qualifications
Essential
- O level/CSE English and Maths grades A-C
- Customer Services Experience
Desirable
- Customer Services Qualification
- European computer driving licence (ECDL) or RSA 3 or equivalent
- Medical secretary qualification
Skills
Essential
- Excellent interpersonal skills
- Ability to communicate factual information to patients
- Ability to deal with confidential information in a sensitive manner
- Skilled in accurate record keeping
Desirable
Experience
Essential
- Experience of dealing with patients/clients
- Experience of working with software programmes
- Working knowledge of Microsoft Office packages
- Understanding of medical terms
Desirable
- Knowledge of patient record and booking systems
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).