Patient Care Advisor

The Walton Centre; Liverpool; Hybrid; GBP 21,000 - 24,000; Full time

Job summary

The Walton Centre in Liverpool is seeking a Band 3 Patient Care Advisor to join the Patient Access Centre, working 37.5 hours per week from Monday to Friday.

You will provide high-quality administrative support, booking appointments, registering referrals, recording clinical outcomes and handling patients by phone with strict confidentiality and a focus on NHS targets.

Qualifications

• Educated to GCSE level or equivalent.
• ECDL or equivalent experience.
• Experience of accurate and timely data entry.
• Good IT skills, preferably via ECDL, to operate PAS and internal software systems.

Responsibilities

• Provide excellent customer service to patients, relatives, carers, colleagues and external organisations.
• Work as a flexible team member to book outpatient services and Emergency appointments according to NHS targets.
• Confidentially receive and record accurate clinical information from GPs, Trusts etc.
• Work in a centralised Patient Access Centre and cross-cover for other staff to ensure a consistent administration service.
• Identify where extra clinics are needed to meet outpatient waiting time targets and escalate appropriately.
• Support the Patient Access Supervisor/Team Leader to deliver RTT and National Targets.
• Escalate changes to clinics affecting waiting times to appropriate divisions.

Skills

Customer service

Telephone skills

Data entry

IT skills

Confidentiality

Team player

Education

GCSE level or equivalent

ECDL or equivalent experience

Tools

PAS system

Internal databases & software

Job description

An opportunity has arisen for a Band 3 Patient Care Advisor 37.5 hours per week (Monday to Friday) within the Patient Access Centre based at The Walton Neurology Centre.

The post holder will be responsible for providing a high-quality administrative service booking appointments, registering referrals, recording clinical outcomes and handling patients via phone ; please see job description for full details.

The successful candidate will need to have excellent communication skills including outstanding telephone manner and organisational skills and work well under pressured environment. They should poses excellent IT/Data input skills, be competent with keyboard skills and demonstrate an understanding of confidentiality.

Main duties of the job

• To provide an excellent customer service to patients, relatives, carers, colleagues and external organisations
• To work as a member of a flexible team, enabling and supporting patients through the choice pathway to book outpatient service & Emergency appointments according to NHS targets in a knowledgeable and courteous manner.
• To confidentially receive and record accurately clinical information from GPs, Trusts etc at all times.
• To work in a centralised Patient Access Centre and provide cross-cover for other staff across the Centre to ensure a consistent and effective administration service is always maintained.
• Capacity & Demand Scheduling - identifying where extra clinics are needed to meet the outpatient waiting time targets and escalating appropriately.
• Support the Patient Access Supervisor/Team Leader to deliver RTT and other National Targets.
• To Escalate any changes to clinics received where patients may breach waiting times to appropriate divisions.

About us

The Walton Centre NHS Foundation Trust is the only NHS trust to hold dual accreditation for the Investors in People. We invest in people and we invest in wellbeing standards and have been awarded Gold status for both. The Walton Centre is a leader in the treatment and care of neurology and neurosurgery, placing the patient and their family at the heart of everything we do. As the only specialist hospital trust in the UK dedicated to providing comprehensive neurology, neurosurgery, spinal and pain management services we are proud to be rated as an Outstanding Trust by the Care Quality Commission (CQC), and champion change throughout the field of neuroscience. Originally formed in 1992, the Trust received Foundation Trust status in 2009.

With around 1,450 staff, The Walton Centre treats more than 127,000 outpatients and 18,000 inpatients each year. We have leading specialists and incredibly dedicated staff delivering excellent clinical outcomes for brain, spinal and neurological care nationally and internationally. Teams across our site in Fazakerley, Liverpool, offer a world-class service in diagnosing and treating injuries and illnesses affecting the brain, spine and peripheral nerves and muscles, and in supporting people suffering from a wide range of long-term neurological conditions.

Job responsibilities

Please see the job description and person specification document for detailed information about the job description for this vacancy.

Person Specification

Qualifications

• Educated to GCSE level or equivalent.
• ECDL or equivalent experience

Knowledge & Experience

• Experience of accurate and timely data entry
• Good IT skills needed, preferably acquired through ECDL course to operate PAS system, local databases and internal software systems.
• Experience of working in a team
• Previous experience working in a hospital/Customer Services environment.

Skills & Attributes

• Ability to work using own initiative
• Reliable and committed
• Professional approach to work and colleagues
• Able to develop good working relationships
• Ability to demonstrate understanding of issues relating to confidentiality and when dealing with sensitive situations
• Ability to organise own workload and work under pressure to meet NHS targets/deadlines

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.