Job Description

An exciting opportunity has arisen for a patient care advisor to join the Contact Centre team who provide patient booking and administrative services and act as the first point of contact to capture all interactions between Northumbria Healthcare NHS Trust and patients.
We are looking for a highly motivated, enthusiastic and conscientious individual to work within the team who can deliver an efficient and accurate booking service for our patients.
This is a unique and interesting administrative role in which you will ensure patient referrals, outpatient appointments and surgery is booked in accordance with the trust's patient pathways and standards.
Full time or part time hours may be considered
Please note we reserve the right to close this vacancy prior to the closing date once the required number of suitable applications have been received.
Main duties of the job
The post holder will be expected to act as the first point of call for every interaction between the Trust and patients for the booking of outpatient and surgical services in an informed manner, ensuring patients are given accessible information, choice and are provided with elective services according to NHS plan access targets.
This post is a variable role which consists of a significant amount of telephone calls internally and externally to the Trust and administrative duties
About us
We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, covering one of the largest geographical areas of any NHS trust in the country. Leading in innovation and quality - opening a state of the art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. Do you want to work in one of the best performing NHS organisations in England? Work in an organisation that supports its staff and focuses on staff experience as much as it does the experience of its patients? You can live and breathe in an area that has the cleanest air, cost effective living, great nightlife, some of the best schools with a wealth of history available on your doorstep. Sound too good to be true? Well it isn't, this is what you get when you work for Northumbria Healthcare, this is the Northumbria Way!
Details
Date posted
21 August 2025
Pay scheme
Agenda for change
Band
Band 3
Salary
24,937 to 26,598 a year pro rata per annum
Contract
Fixed term
Duration
12 months
Working pattern
Full-time, Part-time, Flexible working
Reference number
319-7305252PM-B
Job locations
Northumbria House, Cobalt Business Park
7/8 Silver Fox Way
North Shields
NE27 0QJ
Job description
Job responsibilities
Key responsibilities include;

• To liaise closely with patients and staff involved in the patients care in a variety of inbound and outbound formats (including telephone, email and in-person) and provide NHS services to provide excellence in patient care.
• Process patient appointments, referrals and surgery using a variety of trust systems in line with NHS patient access standards.
• Communicates regularly with patients by phone offering choice when booking patient appointments, dealing with queries from patients will can include challenging behaviour.
• Ability to demonstrate an understanding of issues relating to confidentiality and when dealing with sensitive situations.
• A desire to develop both the service and yourself and to make the service known as the best as it grows and becomes more widely used.

• To liaise closely with patients and staff involved in the patients care in a variety of inbound and outbound formats (including telephone, email and in-person) and provide NHS services to provide excellence in patient care.
• Process patient appointments, referrals and surgery using a variety of trust systems in line with NHS patient access standards.
• Communicates regularly with patients by phone offering choice when booking patient appointments, dealing with queries from patients will can include challenging behaviour.
• Ability to demonstrate an understanding of issues relating to confidentiality and when dealing with sensitive situations.
• A desire to develop both the service and yourself and to make the service known as the best as it grows and becomes more widely used.

• 5 GCSEs grade 4-9 or equivalent
• Level 3 qualification or equivalent experience

• ECDL

• Extensive administration and / or customer service experience gained within a healthcare environment in order to hold a good understanding of the role of the contact centre and general clinical and administrative processes in the NHS.

• Contact Centre experience

• 5 GCSEs grade 4-9 or equivalent
• Level 3 qualification or equivalent experience

• ECDL

• Extensive administration and / or customer service experience gained within a healthcare environment in order to hold a good understanding of the role of the contact centre and general clinical and administrative processes in the NHS.

• Contact Centre experience