Elective Care Hub Officer, Band 3

NHS Jobs; United Kingdom; On-site; GBP 26,000 - 27,000; Full time

Benefits offered by this job

NHS pension

Flexible working opportunities

Generous annual leave

Discounts at shops/restaurants

On-site nurseries

Public transport discounts

Job summary

Gloucestershire Hospitals NHS Foundation Trust is seeking an Elective Care Hub Officer (Band 3) to support our Patient Access Department and help drive elective care recovery. You will engage with patients and carers, assist with bookings and data accuracy, and provide frontline support within the Elective Care Hub.

The role requires excellent communication, strong organisational skills and ICT proficiency. Flexible working is available, with some Saturday/evening shifts and a 37.5-hour week.

Qualifications

• Minimum of 2 A Levels or equivalent and GCSE English and Maths at grade C or above.
• Excellent communication, interpersonal and organisational skills.
• Competence in a wide range of IT systems (ECDL or equivalent)

Responsibilities

• Act as a conduit between patients and services to progress treatment and influence bookings.
• Provide confidential administrative support to maintain validated and prioritised waiting lists.
• Support communication with patients, carers and healthcare staff to ensure a high-quality service.
• Hours can vary with some Saturday and evening work; total up to 37.5 hours per week; part-time arrangements may be accommodated.

Skills

Communication

Interpersonal skills

Organisational skills

Customer service

Education

Two A Levels or equivalent

GCSE English and Maths (C or above)

Tools

TrakCare

IT systems / ECDL

Job description

Go back Gloucestershire Hospitals NHS Foundation Trust

Elective Care Hub Officer, Band 3

The closing date is 04 October 2026

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.

About us

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.

Job 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

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.

Employer name

Gloucestershire Hospitals NHS Foundation Trust

£25,760 to £27,476 a year(pa, pro rata if part time)