Patient Care and Booking Advisor

NHS; Birmingham; On-site; GBP 40,000 - 60,000; Full time

Job summary

A healthcare provider in Birmingham seeks a professional to serve as the first point of contact for patients. You will provide a caring and informative service regarding appointments for termination of pregnancy, contraception, and sexual health. Empathy and adherence to safeguarding protocols are crucial. Full and part-time positions are available with competitive hourly pay.

Qualifications

• Must treat all patients with dignity and respect.
• Requirement to adhere to organisational policies regarding safeguarding.
• Understand and comply with Information Governance, including GDPR.

Responsibilities

• Deliver an efficient appointment booking service for NUPAS.
• Provide information and guidance on relevant services.
• Identify and escalate risk or safeguarding concerns.

Skills

Empathy

Communication

Patient care

Job description

Overview

An exciting opportunity to join our team in Birmingham. You will be first point of contact for all NUPAS patients. You will deliver a caring, non-judgemental and professional service ensuring that any patient wishing to obtain information or book an appointment is triaged without delay. You will provide an informative, patient centred service in accordance with NUPAS policies and procedures, regulatory requirements and the Abortion Act 1967. Full and part-time hours are available. Previous applicants need not apply. This advert will close early if there are a lot of applicants, so we encourage you to apply early.

Job responsibilities

• Deliver an efficient and effective appointment booking service for NUPAS relating to termination of pregnancy, contraception and sexual health screening.
• Ascertain the suitability of the appointment to meet patients needs, providing information and guidance on the relevant services available to the patient.
• Be empathetic. Treat all patients with dignity and respect.
• Explain the appointment process clearly and concisely (i.e. appointments available via a variety of methods face to face / telephone / video call).
• Assess the needs of the patient and the relevant services available to the patient. Ensure the earliest appointment that can be provided to the patient is offered.
• Where NUPAS cannot assist the patient, signpost patient to appropriate services.
• Ensure all appointment times offered are within the service KPIs and targets.
• Ensure the patient is made aware of any special requirements regarding their appointment.
• Communicate with NUPAS clinics to ensure they are made aware of any special requirements pertaining to the patient.
• Identify and escalate any risk or safeguarding concerns to senior colleagues and actively seek to reduce or eliminate those concerns identified in a positive manner.
• To embrace safeguarding mechanisms and support staff, patients and supporters at times when safeguarding principles need to be applied.

About us and safeguarding

The post holder will have a duty to ensure that the principles of patient, carer and public involvement and engagement are adhered to in line with Section 11 of The Health and Social Care Act 2012 for Improving Patient Experience. NUPAS is committed to safeguarding and safeguarding children, young people and vulnerable adults is everyone's responsibility. Everyone will need to have a DBS check. The level of this check will be determined by the job type. All staff are required to adhere to the principles of patient centred care as detailed in the NICE Quality Standard for Patient Experience and to treat patients with dignity, kindness, compassion, courtesy, respect, understanding and honesty. The post holder will, in support of the NUPAS Visions & Values and ensure that everyone is treated as an individual and will acknowledge and value difference in order to treat everyone fairly.

Details

Date posted: 17 September 2025

Pay

£14.07 an hour; 9.5 Hour Shifts, 8am-6pm & 10am-8pm inc. weekends & Bank holidays; Other.

Contract and Working pattern

Permanent; Full-time, Part-time

Reference

E0169-25-0042

Job location

N U P A S Ltd, 5 Arthur Road, Edgbaston, Birmingham, B15 2UL

Job description and person specification

Job responsibilities (summary): An exciting opportunity to join our team in Birmingham. You will be first point of contact for all NUPAS patients. You will deliver a caring, non-judgemental and professional service ensuring that any patient wishing to obtain information or book an appointment is triaged without delay. You will provide an informative, patient centred service in accordance with NUPAS policies and procedures, regulatory requirements and the Abortion Act 1967. Deliver an efficient and effective appointment booking service for NUPAS relating to termination of pregnancy, contraception and sexual health screening. Ascertain the suitability of the appointment to meet patients needs, providing information and guidance on the relevant services available to the patient. Be empathetic. Treat all patients with dignity and respect. Explain the appointment process clearly and concisely (i.e. appointments available via a variety of methods face to face / telephone / video call). Assess the needs of the patient and the relevant services available to the patient. Ensure the earliest appointment that can be provided to the patient is offered. Where NUPAS cannot assist the patient, signpost patient to appropriate services. Ensure all appointment times offered are within the service KPIs and targets. Ensure the patient is made aware of any special requirements regarding their appointment. Communicate with NUPAS clinics to ensure they are made aware of any special requirements pertaining to the patient. Identify and escalate any risk or safeguarding concerns to senior colleagues and actively seek to reduce or eliminate those concerns identified in a positive manner. To embrace safeguarding mechanisms and support staff, patients and supporters at times when safeguarding principles need to be applied.

Person Specification - Essential: Must be empathetic, and treat all patients with dignity and respect. All staff have a responsibility to understand and adhere to the requirements of organisational policy and protocols when dealing with Children, Young People and Vulnerable Adults. Identify and escalate any risk or safeguarding concerns to senior colleagues and actively seek to reduce or eliminate those concerns identified in a positive manner. To embrace safeguarding mechanisms and support staff, patients and supporters at times when safeguarding principles need to be applied. All staff have a responsibility to ensure full compliance with Information Governance at all times which includes GDPR, confidentiality and information security. Staff need to understand and make themselves fully aware of all company policies and procedures related to information governance.

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.

Employer details

NUPAS Ltd, 5 Arthur Road, Edgbaston, Birmingham, B15 2UL. Visit: https://www.nupas.co.uk/