Contact Centre Advisor
The closing date is 27 May 2026
We are recruiting for a Contact Centre Advisor who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients. This role offers variety, challenge, and the opportunity to contribute directly to patient care by ensuring the smooth and efficient coordination of outpatient services.
As a Contact Centre Advisor, you will play a vital role in facilitating the patient journey from referral to clinic appointment. You will follow standard procedures and work under supervision responding to patient and GP queries via telephone and webchat, and using a range of specialised healthcare IT systems.
This position offers excellent career development opportunities within the NHS and serves as an ideal entry point for those looking to progress in healthcare administration.
Main duties of the job
The Contact Centre Advisor will answer contact centre enquiries using a variety of media methods (telephone and webchat) promptly and to agreed targets. Provide help and guidance to patients and/or their accompanying friends/relatives, Consultants, Nursing Staff and GP's tailoring conversations to their needs ensuring they are at the heart of everything you do. In accordance with the Trust Access Policy ensure patients are contacted via telephone or letter to confirm outpatient appointment dates, recording all transactions on the Lorenzo appointment system. Respond to patient enquiries which may include cancelling and/or rescheduling appointments. Undertake duties with tact and diplomacy, diffusing difficult situations and dealing with confrontation as necessary. Accurately capture patient communications and actions within the PRM (Patient Relationship Management) to ensure a clear, auditable patient contact history.
Person Specification
Previous Experience
* Evidence of experience of office duties
* Experience in dealing with the public/reception type role
* Experience of Lorenzo appointment systemPrevious employment in a health‑care setting
Skills
* Able to demonstrate good communication skills – verbal and written
* To work in an organised, methodical manner
* Be flexible and able to prioritise workload
* Evidence of working as an active and supportive team player
Knowledge
* Good understanding of how current skills apply to this clerical role
* Knowledge of Trust's Access Policy
* Knowledge of hospital, support departments and patient pathway
Other Requirements
* Understanding of, and commitment to, equality, diversity and inclusion
* Role model our Trust values every day
* Able to work with people at all levels of an organisation
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.
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