Patient Care Advisor

Permanent post / full time

In this varied role you will be working with fellow Patient Care Advisors within a busy referral management environment, each day will be exciting, varied and different from the next. You will need to demonstrate a high level of customer service experience and a flair for handling high call volumes. You will need to be able deal with complex cases and sensitive, confidential information

This is an office based role which involves prolonged periods of sitting at a desk and use of a computer and telephone

Working as a Patient Care Advisor, you will answer inbound calls and make outbound calls to and from members of the public dealing with their referrals and directing them to the best service suitable to meet their needs.

You will need to demonstrate flexibility to meet service needs and enthusiasm to deliver high quality care and go the extra mile along with excellent IT skills.

Experience of the National e-RS booking system would be an advantage but not essential as full training will be delivered

Providing nonclinical information (by phone or letter) to patients to help them make an informed choice about their planned care

Record choice decisions on the national E Referral system

Booking appointments for patients at primary or secondary care providers

Inputting data into excel

The Staffordshire and Stoke-on-Trent NHS Integrated Care Board (ICB) is responsible for planning functions; managing the NHS budget and arranging the provision of health services in the geographical area.

Location Smithfield One, Hanley, Stoke on Trent

We offer mandatory Unconscious Bias Training, Invisible Disability Training and a separate induction on Equality and Inclusion.

Interviews will take place at Smithfield One, Hanley, Stoke on Trent.

The post holder will be required to exchange verbally and in written format, factual information of a sensitive nature with patients requiring empathic, perceptive and reassuring skills. They will be required to advise and equip patients with routine and occasionally complex information to enable them to make informed decisions regarding their care choices. They will be required to liaise with patients whose first language is not English; who may experience hearing difficulties or who may have language difficulties. Thepost holder will communicate and exchange confidential, contentious or sensitive medical/personal patient information on a regular basis with key NHS and Independent Sector Service Providers, GP’s and Practice staff. There will also be a need for liaison with external contacts.