Job Summary
Patient Care Advisor Band 3 – 30.00 hours per week – Permanent
An opportunity has arisen for a suitable candidate to join our Contact Centre Team. We are looking for a compassionate, organised, and customer‑focused individual to join our busy Contact Centre. As a Patient Care Advisor, you will play a vital role in supporting patients and clinical teams across a range of NHS services, including Dermatology, Urology, Gynaecology, Cardiology, Rheumatology and other outpatient specialties. This is a key front‑line position where you will help ensure patients receive clear information, timely appointments, and a positive experience of our services.
Main Duties
* Communicating with patients on multiple pathways
* Ensure patients are appointed timely and effectively
* Ensuring all recorded activity is accurate in regard to constitutional targets
* Call and agree appointments with patients while maintaining confidentiality and being sensitive to the nature of appointments
* Accommodate patients' preference regarding the date and time of appointments to the best of your ability
* Deal with all patient enquiries in an effective manner
* Ensure that all enquiries with an action are dealt with in a timely manner
* Ensure patient records are kept up to date with accurate information
* Check that referrals coming into the Trust are not duplicated
* Cleans waiting lists to avoid wasted capacity
About Us
North Cumbria Integrated Care NHS Foundation Trust has an ambition to deliver outstanding healthcare services to the population of North Cumbria. The Trust is committed to creating a centre of excellence in providing rural and remote healthcare and delivers a wide range of community and acute services throughout our county. Our five 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 of our Trust, a positive patient experience every time, a great place to work, and managing our money well. 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. We are working together to deliver our ambition to be the greenest region in England by 2030 and all staff are expected to support sustainability.
Benefits
* 27‑day holiday scheme rising to 33 after 10 years
* Flexible working scheme
* NHS discounts*
* Salary sacrifice schemes including lease cars and cycle to work*
* Excellent opportunities for development*
* Competitive NHS pension scheme
* Vivup is a free, confidential counselling and information service to assist with personal or work‑related problems
Key Information
Pay scheme: Agenda for Change
Band: Band 3
Salary: £24,937 to £26,598 a year pro rata
Contract: Permanent
Working pattern: Part‑time
Reference number: 262‑A‑26‑7837378‑A
Job location: Maglona House, Kingstown Industrial Estate, Carlisle, CA3 0HA
Person Specification
Essential
* 5 GCSE grades A‑C or equivalent
* Previous experience in the managing of NHS administrative booking processes
* Customer Service qualification
* NVQ level 3 Business and Admin
* Administration and/or customer service experience in a healthcare environment, with good understanding of contact centre and NHS clinical and administrative processes
* Good IT and keyboard skills, including Outlook, Excel, local databases, and internet
* Excellent communication skills, written and verbal
* Ability to organise own workload and work under pressure to meet NHS target deadlines
* Good personal judgment skills to recognise situations and send reports to Service Managers
* Desire to develop the services of the Contact Centre and yourself through further training
Desirable
* Patient Administration System training (OutPatient Booking and audit trail understanding)
* Agree to work towards Customer Service level 3 or equivalent
* ECDL or equivalent experience
* Patient Administration Systems experience
* NHS.Net mail accounts
Disclosure and Barring Service
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a Disclosure and Barring Service check. DBS cost is met by salary deduction: standard check £28.00 (deducted over four months or a one‑off payment); enhanced check £56.00 (deducted over four months or a one‑off payment).
Certificate of Sponsorship
Due to UK immigration policy changes, individuals requiring a Health and Care Visa or a Skilled Worker Visa may no longer be eligible for sponsorship where the salary threshold is not met or the occupation is not included in the updated Immigration Salary List (ISL). Applicants must check eligibility before applying. If you are applying under the Disability Confident Scheme or Armed Forces Covenant and meet all essential criteria, you will be guaranteed an interview. Relocation assistance may be available for successful applicants.
Employer Details
North Cumbria Integrated Care NHS Foundation Trust
Maglona House, Kingstown Industrial Estate, Carlisle, CA3 0HA
Employer’s Website
https://www.ncic.nhs.uk/
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