Northumbria Healthcare NHS Foundation Trust
Patient Care Advisor
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Patient Care Advisor
Patient Care Advisor – Contact Centre Team Northumbria Healthcare NHS Trust
About Northumbria Healthcare NHS Trust
We manage three major locality hospitals – North Tyneside, Wansbeck, and Hexham – plus smaller community hospitals and clinics from Tynemouth to Berwick on Tweed. Additionally, we operate the Northumbria Specialist Emergency Care Hospital, and provide home-based care and community services.
We place high-quality patient care at the heart of everything we do. Our approach ensures greater choice and control for patients, helping them live independently and reducing unnecessary hospital admissions. Our patient experience programme is among the most extensive in England, committed to delivering exceptional experiences for every service user.
About the Role
An exciting opportunity has arisen for a Patient Care Advisor to join our Contact Centre team. You will provide patient booking and administrative services, acting as the first point of contact for all interactions between Northumbria Healthcare NHS Trust and patients.
We are looking for a highly motivated, enthusiastic, and conscientious individual to ensure an efficient and accurate booking service for our patients. This role involves:
- Managing patient referrals, outpatient appointments, and surgical bookings in line with the Trust’s patient pathways and standards
- Acting as the initial contact for all inbound/outbound communication regarding elective services
- Ensuring patients receive accessible information, choices, and care aligned with NHS Plan access targets
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Key Responsibilities
- First Point of Contact: Be the primary liaison between patients (and their families/carers) and the Trust for all outpatient and surgical bookings.
- booking accuracy: Adhere strictly to Northumbria’s patient pathways, ensuring all services are booked accurately and efficiently.
- Telephone & Administrative Work:
- Handle a high volume of internal and external calls regarding bookings, cancellations, and appointments.
- Provide clear, empathetic guidance to patients, including reinforcing information (e.g., pre/book-warnings, call-backs).
- Manage administrative tasks supporting the booking system and ensure compliance with Trust protocols.
- Patient Support:
- Offer concurrent guidance to patients regarding care options, eligibility, and priority listings.
- Assist with emerging issues like colleague illumination or patient emergencies relating to bookings.
- Quality & Standards:
- Maintain detailed adherence to care pathways, including capture codes and symptom reviews.
- Support data collection to evaluate and improve service performance.
Role Requirements
To be successful, you should have:
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- A committed customer service attitude with a genuine desire to support and care for patients.
- Strong verbal communication skills, able to articulate information clearly and professionally over the telephone.
- Basis tech skills (skins knowledge of NHS booking systems and basic spreadsheet tools would be a plus).
- Ability to work independently (some working units require minimal supervision) but also collaboratively as part of a busy team.
- Attention to detail and when managing information for clear indications.
- A positive attitude, good working team, with a spirit of partnering, sharing goodness from others and industrious progress.
- Some experience in a customer-facing administrative environment (NHs experience is favoured but not necessary).
- Experience in receiving and online abstraction and commitment is a plus.
The role will primarily be undertaken on the telephone though outpatient front-desk support may be required when available.
Type of Working Arrangement
Full-time or part-time hours will be considered.
Benefits
Contact Centre Admin Manager Robert Pearson +0191 203 1277 For further details and informal engagements, including enquiries about arranging a visit:
Helen Cass Deputy Operations Manager Email: Helen.Cass@northumbria-healthcare.nhs.uk Phone: +0191 203 1252
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