Patient Care Advisor

Northumbria Healthcare Nhs Foundation Trust; Newcastle upon Tyne; On-site; GBP 21,000 - 26,000; Full time

Job summary

Northumbria Healthcare NHS Foundation Trust is seeking a Patient Care Advisor to join the Contact Centre team. You will be the first point of contact for patients, handling inquiries via phone and email and coordinating outpatient, inpatient and diagnostic bookings.

The role requires a proactive, courteous and accurate approach, delivering services that meet local and national standards. Full time or part time hours may be considered, with a supportive environment and opportunities to work

Qualifications

• Experience in a customer-focused role is desirable.
• Excellent communication and listening skills.
• Ability to manage competing priorities and workloads.

Responsibilities

• Act as the first point of contact for patients, staff and external parties via phone and email.
• Schedule and coordinate appointments, bookings and referrals in line with local standards.
• Prioritise workload and adapt to rota changes while maintaining accuracy and timeliness.
• Provide accessible information and support to patients in line with Trust values.

Skills

Communication skills

Phone etiquette

Customer service

Organisational skills

Job description

An exciting opportunity has arisen for a patient care advisor to join the Contact Centre team to provide the first point of contact to capture all interactions between Northumbria Healthcare NHS Trust and patients.

We are looking for a highly motivated, enthusiastic, and conscientious individual to join the team and deliver an efficient, accurate service for our patients.

The department has multiple teams covering a variety of service needs, including outpatient, inpatient and diagnostic booking, validation and tracking, and referral services.

Full time or part time hours may be considered

Please note we reserve the right to close this vacancy prior to the closing date once the required number of suitable applications have been received

"Please note, for Secondment roles before an application is submitted, please ensure you have received the appropriate approval and completed documentation required beforehand, as this may delay the process if an offer was to be made.", As the primary point of contact for the Trust, you will engage with patients and staff in an informed manner, ensuring that patients receive accessible information.

Engage via phone and email with Trust staff, including secretaries, ward clerks, receptionists, and clinicians. Communicate with other departments, as well as external teams such as GP and other hospitals. Attend meetings, either in-person or virtually, with other Trust staff, including managers and clinicians, as needed based on team or service requirements. Work collaboratively with department members to support patient care. Manage workload according to the rota while prioritising tasks effectively. Implement changes to clinic schedules, including cancellations or adjustments, as directed by clinicians, and inform patients empathetically. Uphold the Trust's values to provide the best possible service and care to patients. Support timely patient scheduling in line with local and national standards. This post is a variable role which may consist of a significant amount of telephone calls internally and externally to the Trust and administrative duties.

We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, covering one of the largest geographical areas of any NHS trust in the country. Leading in innovation and quality - opening a state of the art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. Do you want to work in one of the best performing NHS organisations in England? Work in an organisation that supports its staff and focuses on staff experience as much as it does the experience of its patients? You can live and breathe in an area that has the cleanest air, cost effective living, great nightlife, some of the best schools with a wealth of history available on your doorstep. Sound too good to be true? Well it isn't, this is what you get when you work for Northumbria Healthcare, this is the Northumbria Way! Please read 'applicant guidance notes'