Patient Care and Booking Advisor

NHS; Birmingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A healthcare provider in Birmingham is seeking a compassionate individual to serve as the first point of contact for patients. The role involves booking appointments, providing respectful patient care, and ensuring adherence to safeguarding protocols. Applicants should demonstrate empathy and strong communication skills.

Qualifications

• Must treat all patients with dignity and respect.
• Understand and adhere to policies regarding vulnerable populations.
• Compliance with Information Governance and GDPR.

Responsibilities

• Deliver an effective appointment booking service.
• Ensure patients are triaged without delay.
• Assess patient needs and provide guidance on services.
• Communicate special requirements to clinics.
• Identify and escalate any safeguarding concerns.

Skills

Empathy

Respect for patients

Understanding of safeguarding

Communication skills

Job description

An exciting opportunityto join our team in Birmingham. Youwill be first point of contact for all NUPAS patients. You will deliver a caring, non-judgemental andprofessional service ensuring that any patient wishing to obtain information orbook an appointment is triaged without delay.You will provide an informative, patient centred service inaccordance with NUPAS policiesand procedures, regulatory requirements and the Abortion Act1967.

Full and part-time hours are available. Previous applicants need not apply.

This advert will closeearly if there are a lot of applicants, so we encourage you to apply early.

Main duties of the job

Deliveran efficient and effective appointment booking service for NUPAS relating to terminationof pregnancy, contraception and sexual health screening.

Ascertainthe suitability of the appointment to meet patients needs, providing informationand guidance on the relevant services available to the patient.

Beempathetic. Treat all patients withdignity and respect.

Explainthe appointment process clearly and concisely (ie appointments available via avariety of methods face to face / telephone / video call).

Assessthe needs of the patient and the relevant services available to the patient. Ensure the earliest appointment that can beprovided to the patient is offered.

WhereNUPAS cannot assist the patient, signpost the patient to appropriate services.

Ensureall appointment times offered are within the service KPIs and targets.

Ensurethe patient is made aware of any special requirements regarding theirappointment.

Communicatewith NUPAS clinics to ensure they are made aware of any special requirementspertaining to the patient.

About us

The post holder will have a duty to ensure that theprinciples of patient, carer and public involvement and engagement are adheredto in line with Section 11 of The Health and Social Care Act 2012 for ImprovingPatient Experience.

NUPAS is committed to safeguarding and safeguardingchildren, young people and vulnerable adults is everyone's responsibility. Everyonewill need to have a DBS check. The level of this check will be determined bythe job type.

All staff are required to adhere to the principles ofpatient centred care as detailed in the NICE Quality Standard for PatientExperience 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 willacknowledge and value difference in order to treat everyone fairly.

Job responsibilities

An exciting opportunityto join our team in Birmingham. Youwill be first point of contact for all NUPAS patients. You will deliver a caring, non-judgemental andprofessional service ensuring that any patient wishing to obtain information orbook an appointment is triaged without delay.You will provide an informative, patient centred service inaccordance with NUPAS policiesand procedures, regulatory requirements and the Abortion Act1967.

Deliver an efficient and effective appointment bookingservice for NUPAS relating to termination of pregnancy, contraception andsexual health screening.

Ascertain the suitability of the appointment to meetpatients needs, providing information and guidance on the relevant servicesavailable to the patient.

Be empathetic. Treatall 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 servicesavailable to the patient. Ensure theearliest appointment that can be provided to the patient is offered.

Where NUPAS cannot assist the patient, signpost patient toappropriate services.

Ensure all appointment times offered are within the serviceKPIs and targets.

Ensure the patient is made aware of any special requirementsregarding their appointment.

Communicate with NUPAS clinics to ensure they are made awareof any special requirements pertaining to the patient.

Identify and escalate any risk or safeguarding concerns tosenior colleagues and actively seek to reduce or eliminate those concernsidentified in a positive manner.

To embrace safeguarding mechanisms and support staff,patients and supporters at times when safeguarding principles need to beapplied.

Person Specification

Experience

• 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.