Role Overview
At Patient Care Locally, we work closely with NHS partners to support healthcare services across Leicester, Leicestershire and Rutland. We are looking for a proactive and patient‑focused Patient Care Advisor to join our busy Patient Contact Hub on a fixed term basis for 9 months.
This is an exciting opportunity for someone who enjoys speaking with people and thrives in a fast‑paced environment, confident managing a high volume of outbound calls alongside administrative and data support responsibilities.
Main Duties
* Strong focus on outbound patient contact across a range of vaccination campaigns and wider healthcare initiatives.
* Support patients directly by making calls, providing information and helping them access services efficiently.
* Support staffing SVOC activity, patient pathway coordination and data preparation for wider system meetings and operational reporting.
Day‑to‑Day Responsibilities
* Manage inbound and outbound calls, supporting both inbound calls to the Referral Support Service and proactive outbound calls to support effective waiting list management.
* Review referrals and ensure all necessary information is included to support an informed triage decision.
* Process onward referrals from Primary Care Providers to Secondary Care and facilitate transfer of patients from Secondary Care waiting lists to Primary Care providers.
* Analyse and review patient information to determine suitability for referral and suitable care setting.
* Arrange, cancel or amend Primary Care appointments via System One, ERS and other NHS computer systems.
* Validate patient demographic details and update records using System One, ERS, RingCentral and DOCMAIL systems.
* Update computerised records of patient information in line with policies and procedures.
* Demonstrate humility, empathy and professionalism when contacting patients for transfer of care.
* Identify and report any deficiencies in patient care to line manager.
* Suggest improvements to the Patient Contact Hub Supervisor and share best practice with colleagues.
* Cover sickness and absence amongst team members, ensuring service continuity.
* Attend in‑service training and meetings as directed.
* Undertake other duties as directed by the supervisor.
Qualifications & Experience
* GCSE or equivalent in English Language & Maths, grade A to C.
* RSA II or equivalent word‑processing.
* 2 years in a busy office environment, including telephone answering duties.
* Experience booking hospital appointments in NHS.
* Knowledge of hospital systems, including e‑Referral Service – System One and ERS.
* Call centre / switchboard experience.
* Excellent telephone manner & communication skills.
* Ability to prioritise and organise workload.
Personal Attributes
* Analytical and judgement skills, knowledge of NHS booking guidelines and referral to treatment policy.
* Planning and organisation skills – able to work independently or as part of a team.
* Commitment to Trust Values and behaviours – patient‑centred, responsive, respectful of public money, teamwork, empowerment and innovation.
Benefits
Opportunities for professional development, cross‑functional learning and a hybrid working arrangement.
Legal and Disclosure
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a Disclosure and Barring Service check.
Employer Information
* Patient Care Locally CIC
* Office 2 and 3, Coalville Business Centre
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