Patient Service Advisor- Band 3

The Methodist Church in Britain; Wollaton; On-site; GBP 21,000 - 26,000; Full time

Job summary

The Methodist Church in Britain seeks a Patient Services Advisor to support the Patient Service Hub, coordinating pathways and elective care across outpatient, cancer and theatre scheduling. The role handles enquiries, maintains appointment worklists and ensures timely access for patients.

You will liaise with clinical teams, manage data accuracy on Trust systems and help patients navigate their care pathways with sensitivity and confidentiality.

Qualifications

• GCSE C or above in maths and English or equivalent.
• NVQ Level 3 or equivalent training and experience.
• Customer care or office environment experience.

Responsibilities

• Coordinate patient pathways and elective care for timely appointments.
• Schedule, monitor and manage outpatient appointments, admissions and treatments under SOPs and policies.
• Book outpatient, cancer, diagnostic and elective theatre appointments; fill short-notice slots.
• Reschedule appointments and procedures cancelled by patients or hospital within policy.
• Record, update and report patient and performance data on Trust systems and action booking worklists.

Skills

Verbal & written communication

Attention to detail

Prioritising workload

Working under pressure

Confidentiality

Customer service

Education

GCSE maths & English (C or above)

NVQ Level 3 or equivalent

Tools

Microsoft Office

Job description

This Patient Services Advisor post works within the Patient Service Hub at United Lincolnshire Hospitals NHS Trust and centres on coordinating patient pathways and elective care. Duties centre on booking outpatient, cancer, diagnostic and theatre appointments, handling patient enquiries and rescheduling. The post is tied to RTT and cancer waiting time targets, with risks escalated to supervisors through Trust information systems. Previous applicants need not apply.

What the job involves

• Coordinate patient pathways and elective care so patients get timely access to appointments and procedures
• Schedule, monitor and manage outpatient appointments, admissions and treatments under SOPs, SLAs and Trust policies
• Book outpatient, cancer, diagnostic and elective theatre appointments, filling short-notice and empty slots
• Reschedule appointments and procedures cancelled by patients or the hospital, within the Elective Access Policy
• Give patients accurate information on appointments, procedures and pathways by phone, SMS or letter, and answer enquiries
• Liaise with the Cancer Centre on two-week wait patients after their appointments
• Keep patients, Patient Service Hubs, clinical teams and external providers in communication
• Record, update and report patient and performance data on Trust systems, and action booking worklists within set timescales
• Identify and elevate RTT risks, CWT risks and operational issues to supervisors
• Produce post-appointment clinical letters from clinician dictations and coordinate delivery to GPs, referrers and patients
• Carry out non-clinical triage, elevate red-flag symptoms, and signpost patients to the right services
• Record patient accessibility needs such as transport or translator requirements and complete the related admin

Qualifications

• GCSE grade C or above in maths and English, or equivalent
• NVQ Level 3 or equivalent training and experience

Experience

• Customer care or office environment experience
• Using Microsoft Office, including Excel and Outlook

Skills & knowledge

• Excellent oral and written communication at all levels
• Attention to detail and accuracy
• Prioritising and organising own workload
• Working under pressure to tight deadlines
• Working on own initiative and within a large team or individually
• Maintaining confidentiality

Other

• Working flexibly
• Coping with sometimes distressing or emotional situations
• Demonstrating the Trust's values and behaviours

Nice to have

• CLAIT or equivalent computer literacy
• Basic knowledge of medical terminology
• Knowledge or experience of NHS working