About this role
Job summary
An exciting opportunity has arisen for a patient care advisor to join the Contact Centre team to provide the first point of contact to capture all interactions between Northumbria Healthcare NHS Trust and patients.
We are looking for a highly motivated, enthusiastic, and conscientious individual to join the team and deliver an efficient, accurate service for our patients.
The department has multiple teams covering a variety of service needs, including outpatient, inpatient and diagnostic booking, validation and tracking, and referral services.
Full time or part time hours may be considered
Please note we reserve the right to close this vacancy prior to the closing date once the required number of suitable applications have been received
"Please note, for Secondment roles before an application is submitted, please ensure you have received the appropriate approval and completed documentation required beforehand, as this may delay the process if an offer was to be made."
Main duties of the job
As the primary point of contact for the Trust, you will engage with patients and staff in an informed manner, ensuring that patients receive accessible information.
Engage via phone and email with Trust staff, including secretaries, ward clerks, receptionists, and clinicians.
Communicate with other departments, as well as external teams such as GP and other hospitals. Attend meetings, either in-person or virtually, with other Trust staff, including managers and clinicians, as needed based on team or service requirements. Work collaboratively with department members to support patient care. Manage workload according to the rota while prioritising tasks effectively. Implement changes to clinic schedules, including cancellations or adjustments, as directed by clinicians, and inform patients empathetically. Uphold the Trust's values to provide the best possible service and care to patients. Support timely patient scheduling in line with local and national standards. This post is a variable role which may consist of a significant amount of telephone calls internally and externally to the Trust and administrative duties.
About us
We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, covering one of the largest geographical areas of any NHS trust in the country. Leading in innovation and quality - opening a state of the art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. Do you want to work in one of the best performing NHS organisations in England? Work in an organisation that supports its staff and focuses on staff experience as much as it does the experience of its patients?
You can live and breathe in an area that has the cleanest air, cost effective living, great nightlife, some of the best schools with a wealth of history available on your doorstep. Sound too good to be true? Well it isn't, this is what you get when you work for Northumbria Healthcare, this is the Northumbria Way! Please read 'applicant guidance notes' before submitting your application.
Job description
Job responsibilities
- To work as a member of a flexible team, acting as the first point of contact for supporting patients throughout their pathway in booking outpatient appointments, inpatient procedures, and tracking services in accordance with NHS targets, while maintaining a knowledgeable and courteous manner
- Many teams receive a high volume of phone calls from patients, relatives, and carers. Common inquiries include chasing or changing appointments, requesting procedure details, seeking directions, and addressing general questions.
- Communicate effectively with patients who have hearing difficulties, communication challenges, or where English is not their first language. Some patients may also be anxious, distressed, or frustrated.
- Utilise digital communication with patients through our Patient Portal.
- Engage in phone and email communication with other Trust staff, such as secretaries, ward clerks, receptionists, and clinicians.
- Handle phone or email inquiries from external teams, including GP and dental practices, PALS, and other hospitals.
- Attend meetings (either face-to-face or virtual) with Trust staff, including administrative teams, managers, and clinicians, as needed based on the team's requirements.
- Identify and escalate capacity or booking issues to the team leader.
- Support tracking, validation, and reporting within the department.
- Assist or guide callers by locating the necessary information, even when details may be limited or unclear
- Follow the rota or, when appropriate, manage your own workload to prioritise tasks.
Person Specification
Qualifications
Essential
- o5 GCSEs grade 4-9 (A*-C) or equivalent including Maths and English
- oLevel 3 qualification or equivalent workplace experience
Desirable
- oECDL or equivalent IT Skills
Experience
Essential
- oExtensive administration and / or customer service experience
Desirable
- oContact Centre/NHS Experience
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
Northumbria Healthcare NHS Foundation Trust
Address
Northumbria House
7/8 Silver Fox Way
Newcastle Upon Tyne
NE27 0QJ
United Kingdom
Employer's website
https://www.northumbria.nhs.uk/ (Opens in a new tab)