Patient Aftercare Advisor

1 week ago

Manchester, United Kingdom Electiva - Manchester Full time

**Aftercare Advisor - Patient Support Team**

**Location: Manchester**

**Hours: Part-Time - Saturdays & Sundays, 9:00 AM to 5:30 PM (16 hours/week)**

**Training Requirement: Must be available for two weeks of full-time training (Monday to Friday) in Electiva Hospital, Manchester**

Transform Healthcare’s Patient Aftercare Team plays a vital role in supporting patients throughout their post-operative journey. We are committed to delivering compassionate, responsive, and high-quality care that puts patients first. As an Aftercare Advisor, you’ll be the reassuring voice and helping hand that guides patients through recovery, ensuring they feel valued and cared for every step of the way.

Key Responsibilities

1. Patient Communication & Support
- Handle inbound calls with empathy and professionalism, addressing enquiries and complaints
- Conduct scheduled follow-up calls at 5 days, 10 days, and 5 weeks post-surgery to check progress and reconfirm appointments

2. Documentation & Record Keeping
- Maintain accurate patient records, documenting all correspondence and actions taken
- Monitor and manage the “Contact Me” and Aftercare mailboxes
- Action patient queries, revision requests, and appointment changes directly when possible
- Reschedule pre/post-op and surgeon F2F appointments (ensuring a minimum 14-day gap before surgery) and notify Surgical Advisors of any changes

4. Post-Operative Appointment Coordination
- Manage post-op clinics, chase missing documentation, and schedule follow-up appointments
- Coordinate wound care and follow-up check-ups at 7 days, 10 days, and 6 weeks

5. Revision Management
- Liaise with surgeons for revision notes and complete revision forms
- Confirm FOC or chargeable status, take payments, and schedule revision procedures

6. Appointment Rescheduling & Waitlist Management
- Handle surgery reschedules and update associated appointments
- Manage waitlists and proactively contact patients when slots become available

7. Post-Operative Patient Follow-Up
- Review daily clinic activity and ensure all surgeon post-op notes are checked
- Conduct follow-up calls to confirm satisfaction and escalate unresolved concerns
- Contact DNAs to reschedule missed appointments

8. Quality Assurance
- Uphold Transform Healthcare’s commitment to outstanding patient care in every interaction

Qualifications & Skills
- Excellent verbal and written communication
- Strong organisational and multitasking abilities
- High attention to detail, especially in documentation
- Calm, empathetic approach to patient concerns
- Collaborative team spirit and patient-first mindset

Preferred Experience
- Previous experience in a patient-facing healthcare role
- Familiarity with post-operative care processes

Key Attributes
- Compassionate and patient-focused
- Proactive and solution-oriented
- Dependable, professional, and discreet

This is a unique opportunity to join a dynamic team and make a meaningful impact on patients’ recovery journeys. If you’re passionate about healthcare and thrive in a supportive, fast-paced environment, we’d love to hear from you.

**Job Type**: Part-time

Pay: From £10,158.72 per year

Expected hours: 16 per week

**Benefits**:

- Work from home

Work Location: In person

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