Administrator - (Patient Care Advisor)

Allscreens Nationwide Ltd; Brighton; On-site; GBP 21,000 - 25,000; Full time

Job summary

Here is recruiting for a Patient Care Advisor within the Sussex MSK Health service. The role involves handling patient calls, coordinating referrals, and guiding patients to appropriate NHS services in a timely, empathetic manner.

You will work across Here and MSK pathways, maintaining data accuracy and confidentiality while supporting clinics and governance tasks. Hybrid working with some site coverage is available after training.

Responsibilities

• Interact with patients on the phone through inbound and outbound calls.
• Manage referrals from GP practices and NHS providers, resolving queries.
• Offer information and signposting to help patients choose suitable services.
• Assess and resolve queries about referrals, appointments and tests promptly.
• Maintain data security and patient confidentiality per Here protocols.
• Record information accurately using Here and other systems.
• Support governance tasks, including SARS requests.
• Provide flexible administrative support as service needs require.
• Use SystmOne and eRS to contact patients, book appointments and send letters.
• Carefully manage MSK patient clinics, including first and follow-up appointments.
• Arrange diagnostic tests and liaise with departments for results.
• Assist planning capacity with clinicians and GP practices to avoid delays.
• Support GP practices with Here processes and maintain contact with staff.

Job description

Patient Care Advisors are the first point of contact for the people we serve.

This is a predominantly phone-based role requiring excellent interpersonal skills, an empathetic approach and a strong focus on resolving issues effectively.

They handle patient data and work within teams that belong to the overall service. They communicate and work with patients, local GP practices, hospital and community staff and clinicians to get patients to the most appropriate services for their needs accurately and on time.

Sussex MSK Health helps people who are experiencing MSK (aka musculoskeletal, or muscle and bone) conditions by seeing them in the community, rather than in a hospital. It is an NHS service delivered in partnership between Here and Sussex Community NHS Foundation Trust.

This role sits within the Sussex MSK Health service and is employed by Here.

Main duties and responsibilities

1. 1. Interact with patients on the phone through incoming and outgoing calls.
2. 2. Ensure daily management of referrals from GP practices, patients and other NHS providers. Communicating with patients and providers to resolve queries and issues that arise through the Here process.
3. 3. Offer choice directly to patients where appropriate and support them in making that choice through providing information, signposting and discussion, enabling patients to consider their own (non-clinical) preferences for treatment and apply them to a choice of hospital providers.
4. 4. Assess and resolve patient queries concerning their referrals, appointments and diagnostic tests in a timely and professional manner.
5. 5. Maintain data security and patient confidentiality by adhering to auditable Here processes and protocols.
6. 6. Record information using a variety of computer and paper-based systems, including Here clinical and information systems. Ensure the accuracy and quality of data recorded using available reporting tools to check data quality.
7. 7. Provide support with Governance related tasks - this includes but not limited to Subject Access Requests (SARS).
8. 8. Flexible approach supporting administrative tasks as required based on service needs.

Data & Systems

1. 9. Use a range of computer and paper-based systems, including SystmOne and e-Referral Service (eRS), to contact patients, book appointments and send confirmation letters.
2. 10. Manage patients through care pathways and provide clinicians with all necessary clinical notes prior to clinics. Action any subsequent follow up notes (such as writing clinic outcome letters, booking follow up appointments, dealing with DNAs), ensuring that clinic capacity is used as efficiently as possible paying close attention to detail.
3. 11. Be responsible for proactively scheduling and maintaining MSK patient clinics to include first appointments, follow ups and telephone appointments.
4. 12. Arrange appointments for diagnostic tests (such as x-rays) and liaise with the diagnostic departments to obtain results.
5. 13. 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. 14. Support GP 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 require.

Team & Culture

1. 15. 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.
2. 16. Demonstrate a willingness to learn, grow and improve and set personal goals, and to show commitment to both their immediate and wider team and any changes.
3. 17. Attend team meetings, regular briefs, one-to-ones and training sessions.
4. 18. Train other members of staff as required on the core functions of Here and MSK services.
5. 19. Are flexible to work a late shift once a week 11am to 7pm.
6. 20. Hybrid working available following a successful training period - Based on working hours a minimum of 3 days in the office.
7. 21. Site cover - the postholder will be required to travel to sites to provide reception cover and support for community appointment days (CAD).