Patient Care Advisor Out Patients

at  Northumbria Healthcare NHCT Northumbria Healthcare NHS Foundation Trust

An exciting opportunity has arisen for a patient care advisor to join the contact centre team who provide patient booking and administrative services and act as 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 work within the team who can deliver an efficient and accurate booking service for our patients.
This is a unique and interesting administrative role in which you will ensure patient referrals, outpatient appointments and surgery is booked in accordance with the trust’s patient pathways and standards.
The post holder will be expected to act as the first point of call for every interaction between the Trust and patients for the booking of outpatient and surgical services in an informed manner, ensuring patients are given accessible information, choice and are provided with elective services according to NHS plan access targets.
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, in addition to our state-of-the-art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. We also care for people in their homes and provide services from facilities in local communities such as health centres. We give people greater choice and control over their care to help them to live independently at home and avoid hospital admission where appropriate. High quality patient care is at the heart of everything we do and we strive to ensure every single patient and service user has an exceptional experience with us. We have one of the most extensive patient experience programmes of any trust in England.
Key responsibilities include
To liaise closely with patients and staff involved in the patients care in a variety of inbound and outbound formats (including telephone, email and in-person) and provide NHS services to provide excellence in patient care.
Process patient appointments, referrals and surgery using a variety of trust systems in line with NHS patient access standards.
Communicates regularly with patients by phone offering choice when booking patient appointments, dealing with queries from patients will can include challenging behaviour.
Ability to demonstrate an understanding of issues relating to confidentiality and when dealing with sensitive situations.
A desire to develop both the service and yourself and to make the service known as “the best” as it grows and becomes more widely used

Please refer the Job description for details