Patient Support Administrator

Northumbria Group.; Tees Valley; Hybrid; GBP 20,000 - 26,000; Part time

Benefits offered by this job

Competitive salary

Pension scheme

Professional development

Flexible/hybrid working

Lease cars

Home electronics

Cycle to work

Job summary

North East and North Cumbria Integrated Care Board is seeking a Patient Support Administrator to join the Transport Advice and Information Service. This hybrid, part-time role focuses on Thursdays and Fridays, with flexibility for additional hours as needed to support the service.

You will handle enquiries, coordinate referrals and transport, and maintain accurate, confidential patient information across systems while contributing to service improvements.

Qualifications

• Knowledge of secretarial or administrative procedures acquired to Vocational Level 3 or equivalent.
• Experience dealing with large volumes of the general public.
• Experience in customer care / call centre.
• General clerical/office experience.
• Proficient in Microsoft Office packages, including E-Mail, Electronic Calendar, Word, Access and Excel.

Responsibilities

• Act as a patient support administrator, offering impartial information on hospital providers, waiting times and appointment options.
• Handle patient, relative, carer and GP enquiries promptly, professionally and sensitively, protecting patient confidentiality at all times in line with data protection, information governance and service policies
• Support patients throughout the referral pathway, using TARS and the NHS e-Referral Service until care transfers to the provider.
• Manage patient transport requests, assess eligibility and advise ineligible patients about alternatives or travel-cost support.
• Arrange and coordinate appointments, referral records and patient transport, including out-of-area Extra Contractual Route journeys.
• Respond promptly and professionally to patient, carer, GP and healthcare-professional enquiries, including sensitive or complex calls.
• Maintain accurate and confidential patient information across booking, referral and transport systems, resolving or escalating errors.
• Check and process transport invoices, including responsibility for authorising eligible payments of up to £1,000 per day.
• Manage own workload, often across several tasks and interruptions whilst maintaining quality service
• Prioritise a varied workload, follow policies and procedures, support colleagues and new starters, and contribute to service improvement and data reporting.

Skills

Secretarial procedures

Public-facing experience

Customer care / call centre

General clerical/office experience

Microsoft Office suite

Job description

Are you passionate about health and social care and looking for a role that offers flexibility and growth? At North East and North Cumbria Integrated Care Board, we value work-life balance and offer a range of flexible working options, including hybrid working. Enjoy a supportive team environment, competitive salary, and opportunities for professional development.

Flexible Working Options: We understand the importance of work-life balance and offer a range of flexible working options, including part-time and job share. We encourage applicants to discuss their preferred working patterns during the interview process.

Hybrid Working: This role offers the opportunity for hybrid working, allowing you to split your time between our ICB offices and home. We aim to provide a supportive and adaptable working environment that meets the needs of our staff, service delivery and the patients within our Region.

• Competitive salary and pension scheme
• Opportunities for professional development and training
• Supportive team environment
• Enhanced work-life balance through flexible and hybrid working arrangements
• Employee Benefits – Salary Sacrifice Schemes such as Lease Cars, Home Electronics, Cycle to Work

Job overview

Are you passionate about health and social care and looking for a flexible role with room to grow? Join our dedicated team at NENC ICB and help make a real difference in our communities.

We welcome forward thinking candidates willing to work flexibly in response to the demands of the team, we are currently looking for an 0.4 wte staff member to work on Thursdays and Fridays although there may be the requirement to work at other times during the week as and when required and in response to the needs of the Service.

Main duties of the job

Act as a patient support administrator, offering impartial information on hospital providers, waiting times and appointment options.

Handle patient, relative, carer and GP enquiries promptly, professionally and sensitively, protecting patient confidentiality at all times in line with data protection, information governance and service policies

Support patients throughout the referral pathway, using TARS and the NHS e-Referral Service until care transfers to the provider.

Manage patient transport requests, assess eligibility and advise ineligible patients about alternatives or travel-cost support.

Arrange and coordinate appointments, referral records and patient transport, including out-of-area Extra Contractual Route journeys.

Respond promptly and professionally to patient, carer, GP and healthcare-professional enquiries, including sensitive or complex calls.

Maintain accurate and confidential patient information across booking, referral and transport systems, resolving or escalating errors.

Check and process transport invoices, including responsibility for authorising eligible payments of up to £1,000 per day.

Manage own workload, often across several tasks and interruptions whilst maintaining quality service

Prioritise a varied workload, follow policies and procedures, support colleagues and new starters, and contribute to service improvement and data reporting.

Working for our organisation

Our Integrated Care Board (ICB) is the largest in the country.

The ICB is responsible for ensuring that high quality and safe health services are accessible to all of our communities. It has a wide range of functions, including; promoting integration of health and care services, improving peoples health and well-being, reducing health inequalities.

With a £6.6 billion budget and a workforce of 170,000 people across the North East and North Cumbria. As well as strategic functions, ICB staff also work at place level with local health and wellbeing boards in each of our 14 local authority areas. These teams also work alongside our 67 primary care networks which are groups of local GP practices, social care teams and other community- based area providers.

The ICB works with our Provider Collaborative too, this includes the 11 NHS Foundation Trusts in the region, to deliver our shared priorities.

Detailed job description and main responsibilities

We are seeking an enthusiastic and dedicated Patient Support Administrator to join our Transport Advice and Information Service. At North East and North Cumbria Integrated Care Board, we are committed to providing high quality care and support to our community.

Person specification

Qualifications

• Knowledge of secretarial or administrative procedures and systems, acquired through experience and training to Vocational Level 3 or equivalent.
• Significant experience of dealing with large volumes of the general public.
• Experience in customer care /call centre.
• Considerable general clerical/office experience.
• Use Microsoft Office packages, including E-Mail, Electronic Calendar, Word, Access and Excel.

Skills and Abilities

• Use of Excel and Access databases
• Proven ability to develop new skills and ongoing learning.

The use of Artificial Intelligence: Whilst the ICB are a highly innovative organisation, the use of Third Party Artificial Intelligence (AI) presents a risk to the integrity of our Recruitment & Selection processes. If you use AI, and it poses a riskto the integrity your individual recruitment process, we may withdraw your application at any stage of the process.

UKVI Sponsorship: Please note that North East and North Cumbria ICB do nothold a UKVI sponsorship license. Therefore, we are unable to proceed with applications that require sponsorship.

Reasonable Adjustments: If you require any reasonable adjustments to attend interview please make the recruitment team aware as soon as possible by calling our HR Recruitment Team on 0191 203 1415 option 2.

Fit & Proper Person Regulations: Applicants who meet the Fit and Proper Person Requirements (FPPR) will require additional pre-employment checks in line with CQC and NHS England statutory guidance.

Employer certification / accreditation badges

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