Empathetic Patient Care & Booking Advisor

National Unplanned Pregnancy Advisory Service (NUPAS); Manchester; On-site; GBP 28,000 - 34,000; Full time

Job summary

National Unplanned Pregnancy Advisory Service (NUPAS) in Manchester is seeking a compassionate Patient Care and Booking Advisor to provide respectful, confidential appointment booking and triage services. You will support patients with information and booking options across face-to-face, telephone, and video channels.

Role requires empathy, strong communication, and adherence to safeguarding policies, including DBS checks.

Qualifications

• Excellent communication skills over the phone with a calm, empathetic tone.
• Ability to handle confidential information with discretion.
• Experience in busy call centre environments is advantageous.
• Proficient in basic IT and data entry accuracy.
• Commitment to safeguarding and patient-centred care.

Responsibilities

• Book appointments for termination, contraception and aftercare.
• Triages patients and provides information per guidelines.
• Ensure timely, appropriate appointments within KPIs.
• Explain processes clearly via multiple contact methods.
• Signpost patients to other services when needed.
• Escalate safeguarding concerns to senior colleagues.
• Maintain compliant with policies and mandatory training.

Skills

Empathetic communication

Calm under pressure

Teamwork

Attention to detail

Confidentiality

Telephone etiquette

Education

Secondary education or NVQ Level 2

Tools

Microsoft Office

Keyboard skills

Job description

National Unplanned Pregnancy Advisory Service (NUPAS) in Manchester is seeking a compassionate Patient Care and Booking Advisor to provide respectful, confidential appointment booking and triage services. You will support patients with information and booking options across face-to-face, telephone, and video channels.

Role requires empathy, strong communication, and adherence to safeguarding policies, including DBS checks.