Patient Care Advisor

NHS Jobs; Newcastle upon Tyne; On-site; GBP 23,000 - 32,000; Full time

Job summary

The Newcastle upon Tyne Hospitals NHS Foundation Trust is seeking a proactive administrative coordinator to support patients through booking outpatient appointments and procedures, tracking services in line with NHS targets. You will handle high volumes of phone and email inquiries with empathy, assist patients with portals, and liaise with trust staff to resolve booking issues.

Working as part of a flexible team, you will prioritise tasks, attend meetings as needed, and escalate capacity

Responsibilities

• Act as the first point of contact for supporting patients throughout their pathway in booking outpatient appointments, inpatient procedures, and tracking services in accordance with NHS targets.
• Maintain a knowledgeable and courteous manner when dealing with patients.
• Handle a high volume of phone calls from patients, relatives, and carers with empathy, addressing common inquiries such as chasing or changing appointments, requesting procedure details, directions, and general questions.
• Communicate effectively with patients who have hearing difficulties, language barriers, or where English is not their first language.
• Utilise the Patient Portal for digital communication with patients.
• Engage in phone and email communication with other Trust staff, such as secretaries, ward clerks, receptionists, and clinicians.
• Handle inquiries from external teams, including GP and dental practices, PALS, and other hospitals.
• Attend meetings (face-to-face or virtual) with Trust staff as needed.
• Identify and escalate capacity or booking issues to the team leader.
• Support tracking, validation, and reporting within the department.
• Assist or guide callers by locating the necessary information, even when details are limited or unclear.
• Follow the rota or manage workload to prioritise tasks.

Job description

To work as a member of a flexible team, acting as the first point of contact for supporting patients throughout their pathway in booking outpatient appointments, inpatient procedures, and tracking services in accordance with NHS targets, while maintaining a knowledgeable and courteous manner Many teams receive a high volume of phone calls from patients, relatives, and carers. Common inquiries include chasing or changing appointments, requesting procedure details, seeking directions, and addressing general questions. Communicate effectively with patients who have hearing difficulties, communication challenges, or where English is not their first language. Some patients may also be anxious, distressed, or frustrated. Utilise digital communication with patients through our Patient Portal. Engage in phone and email communication with other Trust staff, such as secretaries, ward clerks, receptionists, and clinicians. Handle phone or email inquiries from external teams, including GP and dental practices, PALS, and other hospitals. Attend meetings (either face-to-face or virtual) with Trust staff, including administrative teams, managers, and clinicians, as needed based on the team's requirements. Identify and escalate capacity or booking issues to the team leader. Support tracking, validation, and reporting within the department. Assist or guide callers by locating the necessary information, even when details may be limited or unclear Follow the rota or, when appropriate, manage your own workload to prioritise tasks.

The Newcastle upon Tyne Hospitals NHS Foundation Trust