Elective Care Hub Officer, Band 3

Gloucestershire Hospitals NHS Foundation Trust; Gloucester; Hybrid; GBP 26,000 - 27,000; Full time

Benefits offered by this job

NHS Pension

Flexible working

Generous annual leave

On-site nurseries

Discounts at local shops

Job summary

Gloucestershire Hospitals NHS Foundation Trust is inviting applications for a Customer Care Support role within the Elective Care Hub. You will engage with patients and carers, help monitor wait lists, and ensure data accuracy while guiding bookings and patient pathways.

The role focuses on providing reassurance and a high-quality service across our NHS facilities. The position offers flexible working options, great training, and opportunities to develop within a supportive team as part of our

Qualifications

• Minimum 2 A Levels or equivalent with GCSE English and Maths at Grade C or above.
• Experience with IT systems and data protection policies.

Responsibilities

• Support patient bookings and validate pathways in the Elective Care Hub.
• Communicate with patients, carers and staff to ensure high quality service.
• Contribute to monitoring wait lists and ensuring data accuracy.

Skills

Excellent communication

Interpersonal skills

Organisational skills

IT systems proficiency

Education

2 A Levels + GCSEs

Tools

TrakCare knowledge

ECDL

Job description

Current jobs at Gloucestershire Hospitals

Site Gloucestershire Royal Hospital Town Gloucester Salary £25,760 - £27,476 (pa, pro rata if part time) Salary period Yearly Closing 04/10/2026 23:59

At Gloucestershire Hospitals, our people are at the heart of everything we do. As the county’s largest employer, we are proud to provide high-quality acute, elective, and specialist services to more than 650,000 people across our county. Our care is delivered across Gloucestershire Royal, Cheltenham General and Stroud Maternity Hospital.

With over 9,000 employees representing more than 95 nationalities, bringing together a mix of cultures and experiences to the care that we deliver. Whether you’re beginning your NHS journey or looking to take the next step in your career, this is an exciting time to join us. We’re investing heavily in innovation, research, and transformation, with more than 100 active clinical studies and major developments underway across our hospitals.

We take pride in working as one team, driven by a shared ambition to grow, develop, and continually improve. Every contribution is valued and by combining our collective strengths, we support not only our diverse communities but one another. You can expect a warm, supportive culture and colleagues who are passionate about teamwork, professional development and delivering exceptional care. We offer structured development programmes, mentoring and leadership opportunities to help you progress in your career.

We are committed to fostering an inclusive environment where everyone feels they belong. By joining our Trust, you will benefit from a comprehensive package that includes flexible working opportunities, generous annual leave, the NHS pension scheme, competitive bank rates, local discounts, access to on-site nurseries, reduced public transport costs, reward and recognition schemes and a wide range of health and wellbeing initiatives.

Be part of Gloucestershire Hospitals, explore your future with us today.

Job overview

Are you interested helping support our services, engage with patients and improve patient experience? Would you like to have a real impact on patient experience and help elective care recovery following the delays caused by the COVID-19 pandemic? An opportunity has arisen for highly motivated, enthusiastic and empathic individuals to join our Customer Care Support Team an integral part of our Elective Care Hub. The role includes communication with patients and carers as well as developing analytical skills to help monitor our wait lists and contribute to ensuring the data we hold is accurate.

Main duties of the job

Our ambition to succeed with an elective recovery programme for our patients has now led to the development of the Customer Care Support Team which compliments our Elective Care Hub. The Customer Support Team provide a source of contact, reassurance and support to our patients and health care colleagues.

Good communication skills to aid discussions with patients, relatives, general practitioners and other hospital staff is essential to ensure a proficient, high quality service for patients and clinicians.

Working for our organisation

We take pride in placing people at the centre of everything we do, working together as a united team. Driven by a shared ambition to continually grow, develop, and learn, we recognise and value every contribution. By combining our experience and skills, we not only support our vibrant, diverse communities, but also support one another.

With a team of over 9,000 employees, we are proud to be the largest employer in Gloucestershire and rank among the top 10 largest Trusts in the South West region. By joining our Trust, you will benefit from an excellent package that includes exclusive benefits, flexible working opportunities and the chance to gain valuable experience in one of our innovative hospitals. As well as generous annual leave allowance, access to the excellent NHS pension scheme, competitive bank rates, discounts at local shops and restaurants, access to two on-site nurseries, discounted public transport, reward and recognition and a range of health and wellbeing initiatives to support you.

Gloucestershire Hospitals NHS Foundation Trust is committed to our patients and this role has been developed on our road to recovery with the delays to care caused during the Covid-19 pandemic.

Detailed job description and main responsibilities

The Customer Care Team forms part of our Elective Care Hub, a vital cog in our Patient Access Department. The Access Department validates patient pathways in line with access targets and helps maintain a clean, validated and prioritised elective waiting list. Confidential administrative support will be required to influence patient bookings to enable provision of patient care. The Customer Care Support Officers will act as a conduit between patients and services in progressing the treatment of patients and/or capturing plans/intentions.

Knowledge of TrakCare would be an advantage and an understanding of the Referral to Treatment Standard but not essential as full training will be provided. Strong desire to help make a difference, be a point of contact for patients by being confident in receiving and making telephone calls with patients and colleagues a must! The hours in this role can vary and some Saturday and evening work will be required. The hours will not go above 37.5 per week so any time worked on a Saturday will be taken off in the week as required and allows for flexible working to aid work life balance.

Person specification

Qualifications

• Minimum of 2 A Levels or equivalent and GCSE English and Maths at grade C or above.

Experience

• Excellent communication, interpersonal and organisational skills
• Previous Clerical Experience
• Competence in a wide range of IT systems, (ECDL or equivalent standard)
• Understanding and respect of Data Protection policies.
• Able to organise, prioritise and manage own workload without supervision

Knowledge

• Demonstrable skills relating to excellent customer service
• Ability to deliver on deadlines
• Ability to problem solve

We reserve the right to expire vacancies prior to the advertised closing date once a sufficient number of applications have been received.

If you require sponsorshipfor a visa to work in the UK, to avoid disappointment, please check to ensure you are eligible under the UKVI points based system

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.