Patient Care Advisor
| Company: | NHS Jobs |
|---|---|
| Salary: | from £26,298 a year |
| Hours: | Full-time |
| Location: | East Sussex, BN22 9NQ |
| Job type: | Permanent |
| Posting date: | 3 Sept 2026 |
| Closing date: | 16 Sept 2026 |
Summary
Patient contact and referral support Act as a first point of contact for patients, responding to incoming and outgoing telephone calls in a calm, professional and helpful way. Support patients to understand the next steps in their care, providing clear information, signposting and non-clinical guidance where appropriate. Manage daily referrals from GP practices, patients and other NHS providers, ensuring queries and issues are followed up in a timely way. Assess and resolve patient queries relating to referrals, appointments and diagnostic tests, escalating concerns where appropriate. Offer choice to patients where appropriate, helping them consider their non-clinical preferences and make informed decisions about provider options.Appointments, clinics and pathway coordination Book, amend and manage patient appointments using relevant clinical and administrative systems, including SystmOne and e-Referral Service. Support patients through their care pathway, ensuring appointments, follow-ups and related administration are completed accurately and on time. Prepare information for clinics, including ensuring clinicians have the relevant notes and supporting documentation available. Action clinic outcomes, including booking follow-up appointments, preparing clinic outcome letters and managing DNAs in line with service processes. Arrange appointments for bloods and diagnostic tests (e.g. x-rays, MRIs, ultrasounds), and liaise with diagnostic departments to obtain results. Support the proactive scheduling and maintenance of MSK clinics, including first appointments, follow-ups and telephone appointments. Support the Operations and Governance Coordinator with clinic capacity planning, helping to ensure available capacity is used effectively and delays are avoided.Data, systems and information governance Record and maintain accurate patient information across clinical, referral, administrative and paper-based systems. Ensure information is handled safely and confidentially, following Here processes, protocols and information governance requirements. Check the accuracy and quality of data using available reporting tools, correcting or escalating issues where needed. Support patient safety by carrying out agreed administrative cross-checks, helping to identify missing, incomplete or inconsistent information and escalating any concerns in line with service processes. Maintain good data quality to support safe patient care, service monitoring and effective pathway management. Support governance-related administration where required, including Subject Access Requests and other tasks linked to patient records or service processes.Working with partners and practices Liaise professionally with GP practices, hospital teams, community services, diagnostic departments, clinicians and other colleagues involved in patient care. Communicate clearly with external providers and internal teams to resolve queries, support referrals and enable the smooth running of the service. Support GP practices where appropriate with Here processes, helping to build effective working relationships and clear communication.Team working and service support Plan and prioritise own workload, working independently within agreed processes and seeking advice when needed. Work flexibly as part of the wider Patient Care Advisor team, supporting colleagues and responding to changing service needs. Contribute to a positive team culture by being willing to learn, share knowledge, support improvements and adapt to change. Attend team meetings, briefings, one-to-ones and training sessions as required. Support the training of colleagues on core Here and MSK service processes where appropriate. Provide site cover and support for community appointment days. Postholder will be required to travel across community and clinical sites to provide reception cover as required.Working arrangements Work flexibly across clinical and community locations within East Sussex where required. Hybrid working may be available after successful completion of training, subject to agreement with the postholder's line manager and service needs. Occasional weekend working may be available, subject to service needs.