Patient Care Advisor Apprentice

Previous applicants need not apply.

The role

Job title Patient Care Advisor Apprentice

Band Dependant on age

Hours Full time 37.5. per week Monday to Friday

Successful applicant will be expected to attend a local college one day a week

We are looking for a full time member of staff to join our team of Patient Care Advisors in this fast paced busy call centre type office environment

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 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.

The post 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 contact

**Communication**:
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.
The post 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.

**Knowledge, training and experience**:
**The post holder will have**:

- Specialist knowledge of the national E Referral system and process
- Experience of working with and communicating with patients
- Experience of using computer systems, databases and Microsoft Office packages
- ECDL or equivalent
- Good working knowledge of NHS and NHS priorities, especially the Choice agenda and waiting time targets
- Customer care training and updates 2

Analysis and Judgement

**The post holder will**:

- Explain to patients how decisions are made about referrals, choice and booking appointments
- Exercise judgement when dealing with patient enquiries with a need to analyse and resolve patient problems in relation to referrals, choice and booking appointments
- Analyse database fields to investigate and track missing referrals

**Planning and Organisation**:
The post holder will prioritise and plan own workload and organise own time within the requirements of the Choice and Referral Centre

**Physical Skills**:
The post holder will use a computer for data entry and database interrogation.

**Patient and Client Care**:
**The post holder will**:

- Provide non-clinical information and advice to patients about choice of planned care provider and patient pathways
- Provide non-clinical advice and sensitive, contentious information to patients, carers, relatives and GPs relating to E Referrals, Low Priority Treatments, removals from waiting lists
- Assist the Choice and Referral Centre Manager to operationally manage the “Safe Haven”, 18 week initiatives and Tier 3 services.

**Policy and Service development**:
The post holder will be required to follow relevant procedures and may comment on proposals within own area of work.

**Financial responsibility**:
The post holder will be responsible for physical resources within the Choice and Referral Centre and base of work

**H.R responsibility**:
The post holder will demonstrate duties to new starters

**Information resources**:
**The post holder will**:

- Process, transmit and store patient data using a computerised system
- Interrogate the E Referral system for missing referrals