Patient Care Advisor

North Cumbria Integrated Care NHS Foundation Trust; Carlisle; On-site; GBP 26,000 - 27,000; Part time

Benefits offered by this job

27-day holiday scheme rising to 33

NHS Discounts

Salary Sacrifice schemes

Vivup counselling

Job summary

North Cumbria Integrated Care NHS Foundation Trust is seeking a Patient Care Advisor to join our Booking Centre on a 22.5-hour week fixed-term contract. You will be at the heart of patient care, arranging timely appointments and maintaining confidentiality across multiple pathways.

We look for someone organised, with NHS administrative experience, strong IT skills (Outlook, Excel) and excellent communication to support a high-quality patient experience and achieve clinical priorities.

Qualifications

• Experience in NHS administrative booking processes.
• Excellent communication skills with patients and colleagues.
• Good IT and keyboard skills including Outlook and Excel.
• Ability to organise own workload and meet NHS targets.

Responsibilities

• Communicating with patients on multiple pathways.
• Ensure patients are appointed timely and effectively.
• Record activity accurately with constitutional targets.
• Call and agree appointments while maintaining confidentiality.
• Accommodate patient preferences for date and time.
• Deal with patient enquiries promptly and professionally.
• Keep patient records up to date with accurate information.
• Check referrals for duplicates and cleanse waiting lists.

Skills

Administrative experience

Customer service

Excellent communication

Education

5 GCSEs A-C or equivalent

NVQ level 3 Business and Admin

Tools

Outlook

Excel

Local databases

NHS systems

Job description

Would you like to join a centre of excellence in rural and remote healthcare?

Main area Contact Centre Grade NHS AfC: Band 3 Contract Fixed term: 12 months (Maternity Cover) Hours Part time - 22.5 hours per week (1 post working 22.5 hours a week) Job ref 262-A-26-8007413-B

Site Maglona House Town Carlisle Salary £25,760 - £27,476 Per Annum Pro Rata Salary period Yearly Closing 07/09/2026 23:59

Job overview

Patient Care Advisor Band 3 - 22.5 hours per week - Fixed Term Maternity Cover.

Are you organised, focused and passionate about making a difference to patients?

We are looking for a motivated and compassionate Booking Centre Coordinator to join our busy and friendly team. This is a rewarding role at the heart of patient care, where you will help ensure patients receive the right appointment at the right time, according to clinical priority.

Every phone call you answer and every appointment you arrange contributes directly to improving patient experience and supporting the delivery of high-quality healthcare.

• Make a genuine difference to patients every day.
• Be part of a supportive and collaborative team.
• Develop valuable NHS experience and skills.
• Enjoy a varied role where no two days are the same.

If you are passionate about helping people access the care they need and enjoy working in a fast-paced, rewarding environment, we'd love to hear from you.

Secondment opportunity will also be considered.

Main duties of the job

• Communicating with patients on multiple pathways
• Ensure patients are appointed timely and effectively
• Ensuring all recorded activity is accurate in regard to constitutional targets
• To call and agree appointments with patients whilst maintaining confidentiality and being, at all times, sensitive to the nature of appointments.
• Accommodate patients preference regarding the date and time of appointments to the best of your ability.
• To deal with all patient enquiries in an effective manner
• To ensure that all enquiries with an action are dealt with in a timely manner
• The ensure patients records are kept up to date with accurate information
• To check that referrals coming in to the Trust are not duplicated
• To cleanse waiting lists to avoid wasted capacity

Working for our organisation

At NCIC, we have an ambition to deliver outstanding healthcare services to the population of North Cumbria. The Trust is committed to creating a centre of excellence in providing rural and remote healthcare and provides a wide range of community and acute services throughout our county.

Our 5 key principles demonstrate our belief in the delivery of ‘safe, high quality care every time’:

• Being a clinically led organisation
• Quality and safety at the heart of our Trust
• A positive patient experience every time
• A great place to work
• Managing our money well

As an organisation we are serious about supporting a diverse workforce that reflects our local community and are very much focused on being an inclusive and compassionate place to work.

Across the North East and North Cumbria we are working together to deliver our ambition to be the greenest region in England by 2030. All staff are expected to support sustainability.

Detailed job description and main responsibilities

JOB DESCRIPTION :

Please see attached job description and person specification for further information regarding the role and the essential and desirable criteria required to be met by applicants.

CERTIFICATE OF SPONSORSHIP:

Please note, due to changes implemented by the Government to the UK immigration policy, individuals who require a Health and Care Visa or a Skilled Worker Visa may no longer be eligible for sponsorship where the UKVI salary threshold is not met or if the occupation is not included in the updated Immigration Salary List (ISL). Applicants must check their eligibility to be employed in any role they are interested in applying for, prior to completing an application for employment. Any applicants who do not meet the eligibility criteria will not be progressed. For further information visit theUK Visas and Immigration website (Opens in a new tab).

If you are applying under the Disability Confident Scheme or Armed Forces Covenant and you meet all the essential criteria for a post, you will be guaranteed an interview.

Relocation assistance may be available for successful applicants moving to the region for certain posts. Please see our Policy for eligiblevacancies.

AHP - Return to Practice Job Advert information.This role may be suitable for individuals Returning to Practice. Please speak to the recruiting manager for more information.

Disclosure and Barring Service:

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.

The cost of the DBS must be met by the successful candidate(s) through salary deduction. DBS charges are as follows if applicable to the post:

Standard Check: £21.50 + Administration cost of £6.50 = £28.00 Deducted from salary over a 4 month period or a one-off payment.

Enhanced Check: £49.50 + administration cost of £6.50 = £56.00 Deducted from salary over a 4 month period or a one-off payment.

NCIC can offer successful future employees the following benefits:

27-day holiday scheme rising to 33 after 10 years

NHS Discounts*

Salary Sacrifice schemes including lease cars and Cycle to Work*

Vivup is a free, confidential counselling and information service to assist with personal or work-related problems

*Subject to eligibility

Please ensure that you document evidence of meeting all the essential criteria in the supporting information.

If sufficient response is received this post could be closed earlier than the specified closing date, please apply as soon as possible to ensure that your application is considered.

Candidates who have been successfully shortlisted for interview will be asked via an email notification to log on to their Trac account to select an interview time. This will usually be within 2 weeks of the closing date.

Application form

• 5 GCSE's grade A-C or equivalent
• Previous experience in the managing of NHS administrative booking processes
• NVQ level 3 Business and Admin
• Patient Administration System Training Out Patient Booking and understanding of Audit trail.
• Agree to work towards Customer service level 3 or agreement to work towards

Experience & Knowledge

• Administration and / or customer service experience gained within a healthcare environment in order to hold a good understanding of the role of the contact centre and general clinical and administrative processes in the NHS.
• Good IT and keyboard skills acquired through experience, including Outlook and Excel, local databases, software, Internet
• ECDL or equivalent experience
• NHS.Net mail accounts
• Excellent communication skills, both written and verbal
• Ability to organise own workload and and work under pressure to meet NHS target deadlines
• Good personal judgment skills in order to recognise situations faced each day (such as what to do when a patient cannot be booked an appointment within trust waiting time targets), and be confident to send report to Service Managers
• A desire to develop both the services of the Contact Centre and yourself by undertaking further training courses

Employer certification / accreditation badges

Name Zoey Errington Job title Deputy Contact Centre Manager Email address [e-mail] Telephone number 01228 616977 Additional information

If you have problems applying, contact

Address South Parkhouse Building
Baron Way
Kingmoor Park
Carlisle
Cumbria
CA6 4SJ
Telephone [phone]