Patient Care and Booking Advisor

National Unplanned Pregnancy Advisory Service (NUPAS); Manchester; On-site; GBP 28,000 - 34,000; Full time

Job summary

National Unplanned Pregnancy Advisory Service (NUPAS) in Manchester is seeking a compassionate Patient Care and Booking Advisor to provide respectful, confidential appointment booking and triage services. You will support patients with information and booking options across face-to-face, telephone, and video channels.

Role requires empathy, strong communication, and adherence to safeguarding policies, including DBS checks.

Qualifications

• Excellent communication skills over the phone with a calm, empathetic tone.
• Ability to handle confidential information with discretion.
• Experience in busy call centre environments is advantageous.
• Proficient in basic IT and data entry accuracy.
• Commitment to safeguarding and patient-centred care.

Responsibilities

• Book appointments for termination, contraception and aftercare.
• Triages patients and provides information per guidelines.
• Ensure timely, appropriate appointments within KPIs.
• Explain processes clearly via multiple contact methods.
• Signpost patients to other services when needed.
• Escalate safeguarding concerns to senior colleagues.
• Maintain compliant with policies and mandatory training.

Skills

Empathetic communication

Calm under pressure

Teamwork

Attention to detail

Confidentiality

Telephone etiquette

Education

Secondary education or NVQ Level 2

Tools

Microsoft Office

Keyboard skills

Job description

Job Summary

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.

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.

Main Duties of the Job

• 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 patient’s 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 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 escape 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.
• Support CC team leaders with any tasks as assigned and with relevant training.
• Ensure you maintain compliant with statutory and mandatory training requirements and any other training relevant to your position.
• Maintain a clear and tidy working environment to ensure the safety of yourself and your colleagues in the workplace.
• Ensure you comply with all policies and procedures.

About Us

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.

Job Details

Date posted: 25 September 2026

• Salary: £14.53 an hour 9.5 Hour Shifts, 8am-6pm & 10am-8pm inc.weekends & Bank holidays
• Contract: Permanent
• Working pattern: Full-time, Part-time
• Reference number: E0169-26-0035
• Job locations: N U P A S
  79 Newton Street
  MANCHESTER
  M1 1EX
  United Kingdom

Person Specification

Knowledge & Skills

• Ability to communicate effectively over the phone using a calm, friendly, empathetic tone, and to manage conflict calmly
• Ability to work in a sensitive, confidential and non-judgemental way
• Ability to deal with personal information sensitively and respect people's right to confidentiality
• Be able to work effectively as a member of a team and contribute effectively with internal/external multi professional teams
• Have good attention to detail
• Ability to accurately record information whilst listening (talk and type)
• Demonstrating initiative and solution focused attitudes

Experience

• Working in a busy call centre environment
• Experience of working with people in difficult circumstances
• Be able to work effectively as a member of a team and contribute effectively with internal/external multi professional teams
• Experience of using Microsoft Office packages
• 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 elevate 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.

Qualifications

• Secondary standard of education or NVQ Level 2 or equivalent
• Computer literate with accurate keyboard skills

Desirable

• Experience of using information systems to input, store and retrieve patient data
• Significant administrative experience of working in an environment engaging with potentially anxious patients

Specific Requirements

• Pro-choice
• Reliable
• Conscientious
• Professional
• Flexible approach to work
• A satisfactory Disclosure and Barring check
• Commitment to the aims & values of NUPAS
• A willingness to learn new skills
• Able to work to the service rota, to meet the needs of the service, including weekends, evenings and bank holidays
• Must be prepared to comply with all policies and procedures
• Adherence to NUPAS uniform policy
• Respect for the sensitive nature of the business including rules around the use of mobile phones and social media in the workplace

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

Employer name: NUPAS Ltd

Address: N U P A S
79 Newton Street
MANCHESTER
M1 1EX
United Kingdom

Employer's website: https://www.nupas.co.uk/