Patient Care and Booking Advisor

NUPAS Ltd; Manchester; On-site; GBP 22,000 - 26,000; Full time

Job summary

NUPAS Ltd in Manchester city centre invites applications for a dedicated Patient Care and Booking Advisor. You will be the first point of contact for patients seeking information or appointments, triaging with empathy and ensuring respectful, non-judgemental service.

You will schedule appointments for termination of pregnancy, contraception and aftercare, explain processes clearly, and signpost to appropriate services when needed, while maintaining safeguarding and training compliance.

Responsibilities

• Deliver an efficient and effective appointment booking service relating to termination of pregnancy, contraception and aftercare for NUPAS patients.
• Determine and arrange a suitable appointment to meet the patients needs.
• Provide information according to NUPAS guidelines as appropriate and within the remit of a Patient Care and Booking Advisor.
• Explain the appointment process clearly and concisely (i.e. appointments available via a variety of methods face to face / telephone / video call).
• Signpost patients to appropriate services when NUPAS cannot assist.
• Communicate with NUPAS clinics to ensure they are aware of any special requirements pertaining to the patient.
• Identify and elevate any risk or safeguarding concerns to senior colleagues promptly and actively seek to reduce or eliminate those concerns.
• Embrace safeguarding mechanisms and support staff, patients and supporters at times when safeguarding principles need to be applied.
• Maintain compliance with statutory and mandatory training requirements and any other training relevant to the position.
• Adhere to all policies and procedures.
• Uphold the principles of patient, carer and public involvement and engagement as outlined in The Health and Social Care Act 2012 for Improving Patient Experience.
• All staff to adhere to patient centred care principles and NICE Quality Standard for Patient Experience.

Job description

This is an exciting opportunity to join our dedicated team within our busy contact centre in Manchester city centre. You will be the 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 efficiently and compassionately., Deliver an efficient and effective appointment booking service relating to termination of pregnancy, contraception and aftercare for NUPAS patients.

Determine and arrange a suitable appointment to meet the patients needs. Providing information according to NUPAS guidelines as appropriate and within the remit of a Patient Care and Booking Advisor.

Ensure that the earliest and most suitable appointment that can be provided to the patient is offered.

You must be empathetic, and treat all patients and colleagues 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).

Where NUPAS cannot assist the patient, signpost patient to appropriate services in line with NUPAS guidelines.

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 elevate any risk or safeguarding concerns to senior colleagues promptly and actively seek to reduce or eliminate those concerns identified in a positive manner.

Embrace safeguarding mechanisms and support staff, patients and supporters at times when safeguarding principles need to be applied.

Ensure you maintain compliant with statutory and mandatory training requirements and any other training relevant to your position.

Ensure you comply with all policies and procedures.

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 NUPAS values and ensure that everyone is treated as an individual and will acknowledge and value difference in order to treat everyone fairly.