Job summary
- Main area
- 200297 Contact Centre
- Grade
- NHS AfC: Band 3
- Contract
- Fixed term: 10 months (Maternity leave cover -10 months ( June 2025 ))
- Hours
- Part time - 15 hours per week
- Job ref
- 262-A-24-6264102-A
- Employer
- North Cumbria Integrated Care NHS Foundation Trust
- Employer type
- NHS
- Site
- Maglona House
- Town
- Carlisle
- Salary
- £22,816 - £24,336 per annum pro rata
- Salary period
- Yearly
- Closing
- 12/07/2024 23:59
Employer heading
Patient Care Advisor
NHS AfC: Band 3
Job overview
Patient Care Advisor - 15.00 hours per week - fixed term ( Till June 2025)
An opportunity has arisen for a suitable candidate to join our referral team to cover Maternity leave for a fixed term of 10 months ( June 2025 )
The role is to ensure that referrals received in to the Trust are managed through the triage process and added to the relevant waiting lists across a number of specialties in a timely and efficient manner whilst ensuring patient demographics are up to date.
The Contact Centre is based at Maglona House, there are three booking teams the referral (including fast track), medical and surgical booking teams. Each has a team lead overseeing operations, there is also a deputy service manager and a senior service manager.
Main duties of the job
- To accurately add referrals on the system in a timely manner, ensuring that the demographics are up to date.
- Communicating with patients on multiple pathways
- Ensure patients are appointed timely and effectively
- Ensuring all recorded activity is accurate in regard to constitutional targets
- To call and agree appointments with patients whilst maintaining confidentiality and being, at all times, sensitive to the nature of appointments.
- Accommodate patients preference regarding the date and time of appointments to the best of your ability.
- To deal with all patient enquiries in an effective manner
- To ensure that all enquiries with an action are dealt with in a timely manner
- To ensure patients records are kept up to date with accurate information
Working for our organisation
At NCIC, we have an ambition to deliver outstanding hospital and health services to half a million people. Established on 1st October 2019, the Trust is creating a centre of excellence in providing rural and remote healthcare and provides a wide range of community and acute services throughout north Cumbria and beyond. We’re responsible for delivering over 70 services across 15 main locations and we employ more than 6,500 members of staff.
Our 5 key principles demonstrate our belief in the delivery of ‘safe, high quality care every time’.
- Being a clinically led organisation
- Quality and safety at the heart
- A positive patient experience every time
- A great place to work
- Managing our money well
As an organisation we are serious about supporting a diverse workforce that reflects our local community and are very much focused on being an inclusive and compassionate place to work.
Across the North East and North Cumbria we are working together to deliver our ambition to be the greenest region in England by 2030. All staff are expected to support sustainability.
Detailed job description and main responsibilities
Please see attached job description and person specification for further information regarding the role and the essential and desirable criteria required to be met by applicants.
Please note, due to changes implemented by the Government to the UK immigration policy, individuals who require a Health and Care Visa or a Skilled Worker Visa may no longer be eligible for sponsorship where the UKVI salary threshold is not met or if the occupation is not included in the updated Immigration Salary List (ISL). Applicants must check their eligibility to be employed in any role they are interested in applying for, prior to completing an application for employment. Any applicants who do not meet the eligibility criteria will not be progressed.
If you are applying under the Disability Confident Scheme or Armed Forces Covenant and you meet all the essential criteria for a post, you will be guaranteed an interview.
Relocation assistance may be available for successful applicants moving to the region for certain posts. Please see our Policy for eligible vacancies.
- Please ensure that you document evidence of meeting all the essential criteria in the supporting information.
- If sufficient response is received this post could be closed earlier than the specified closing date, please apply as soon as possible to ensure that your application is considered.
Important Information
Candidates who have been successfully shortlisted for interview will be asked via an email notification to log on to their Trac account to select an interview time. This will usually be within 2 weeks of the closing date.
For candidates applying using a Hotmail account or have strict firewall settings please ensure the following:
- Junk Mail is checked regularly
Disclosure and Barring Service:
On 28 November 2020, the new Disclosure and Barring Service filtering rules will come into effect.
The changes mean that:
- youth cautions, reprimands and final warnings will no longer be subject to automatic disclosure
- the multiple conviction rule has been removed, meaning that if an individual has more than one conviction, regardless of offence type or time passed, each conviction will be considered against the remaining rules individually, rather than being automatically disclosed.
If you are unsure about whether you need to disclose certain criminal record information, free confidential advice may be sought from one of the charity bodies listed below. These bodies can advise you on what you are legally required to declare and may also be able to advise you on how you can disclose criminal record information to a prospective employer and your legal rights when doing so.
Nacro – Tel: 0300 123 1999, or email: [email protected]
Unlock – Tel: 01634 247350, email [email protected] or complete the online form on the Unlock website
The Trust is committed to safeguarding adults and children therefore if the post is subject to the Rehabilitation of Offenders Act (ROA) 1974 (Exceptions) Order 1975 (as amended) the successful candidate(s) will be subject to a criminal records check with the Disclosure and Barring Service (DBS). The cost of the DBS must be met by the successful candidate(s) through salary deduction. DBS charges are as follows if applicable to the post:
Standard Check: £18 + Administration cost of £3.85 = £21.85. Deducted at £6.85 from 1st month salary and £5 deducted from salary over following 3 months.
Enhanced Check: £38 + administration cost of £3.90 = £41.90. Deducted at £11.90 from 1st month salary and £10 deducted from salary over following 3 months.
As part of the one of the largest employers in the UK NCIC future employees will have also access to the following benefits.
A lease car may be available for this position; further details will be provided upon appointment if applicable.
27 day holiday scheme rising to 33 after 10 years
Flexible working Scheme
Excellent opportunities for development
Competitive NHS Pension scheme
Access to NHS discounts with retailers and leisure companies
EAP (Employee Assistance Programme) a free, confidential counselling and information service to assist with personal or work-related problems
These schemes are subject to availability
Person specification
Application form
Essential criteria
- 5 GCSE's grade A-C or equivalent
- Previous experience in the managing of NHS administrative booking processes
- Customer Service qualification NVQ level 3 Business and Admin
Desirable criteria
- Patient Administration System Training Out Patient Booking and understanding of Audit trail.
- Agree to work towards Customer service level 3 or agreement to work towards
Experience & Knowledge
Essential criteria
- Administration and / or customer service experience gained within a healthcare environment in order to hold a good understanding of the role of the contact centre and general clinical and administrative processes in the NHS.
- Good IT and keyboard skills acquired through experience, including Outlook and Excel, local databases, software, Internet
Desirable criteria
- ECDL or equivalent experience
- Patient Administration Systems
Skills & Aptitudes
Essential criteria
- Excellent communication skills, both written and verbal
- Ability to organise own workload and and work under pressure to meet NHS target deadlines
- Good personal judgment skills in order to recognise situations faced each day (such as what to do when a patient cannot be booked an appointment within trust waiting time targets), and be confident to send report to Service Managers
Personal Attributes
Essential criteria
- A desire to develop both the services of the Contact Centre and yourself by undertaking further training courses
Other Requirements
Essential criteria
- Flexible approach to working hours to cover until 6.30 pm on a rota Mon - Fri
Employer certification / accreditation badges
.png "Better Health - Silver")
Documents to download
Further details / informal visits contact
- Name
- Zoey Errington
- Job title
- Deputy Contact Centre Manager
- Email address
- [email protected]
- Telephone number
- 01228 616977
- Additional information
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