Patient Care Advisor

What you will do:

Our Patient Engagement Centre (PEC) is focused on providing direct access and support to all our patients.  At the PEC we own each step of the patient journey. From the first referral to the final report, our fully qualified teams provide the care and support our patients need, every step of the way.

• Complete telephone triage consultation to establish risk scores and eligibility for any further assessment
• Handle inbound calls from patients needing to book or amend appointments
• Manage telephone queries from patients
• Contact patients who require follow up appointments to ensure they are booked within recommended NHS guidelines
• Escalate any issues as and when they arise
• Maintain accurate data on internal systems for reporting purposes
• Adhere to robust quality assurance measures to meet national standards
• Develop and maintain excellent relationships with all key stakeholders
• Make healthcare better for our patients.

What people see in you:

• Be confident on the telephone
• Have experience in dealing with customers and/or patients and know how to manage their queries effectively and sensitively
• Educated to GCSE or equivalent
• Strong mathematic skills, demonstrating a solid grasp of numerical concepts and problem-solving
• Understand the importance of patient confidentiality and be aware of data protection
• Strong attention to detail and excellent verbal and written communication skills, ensuring accuracy and clarity in verbal and written communication
• Ensure adherence to thorough internal quality assurance measures to comply with national standards
• Demonstrate competent computer skills, with the ability to effectively operate various software programs and troubleshoot basic technical issues.

You will:

As part of InHealth, it is a privilege to work in a company that is so focused on making healthcare better, and we expect that anyone who works here will have a set of qualities that align with our corporate ethos, namely:

• Committed to making healthcare better for all
• Have very high standards
• Seeks to improve themselves and everything they do
• Be honest and open
• Works collaboratively and cooperatively with others
• Confident and assured, but not arrogant
• Measured in their judgements / decision-making
• Respectful of others’ views
• Be flexible in your working patterns to fulfil requirements and be willing to adjust these at short notice to accommodate unexpected changes
• Be honest and full to the brim with integrity
• Not be afraid to offer your opinion – we love hearing new ideas
• Comply with all local and InHealth policies, procedures, and guidelines
• Comply with the requirements of the Data Protection Act
• Have responsibility for the health, safety and welfare of self and others and to always comply with the requirements of health and safety regulations
• Undertake other duties that may be required from time to time and that are consistent with the responsibilities of the grade
• Provide satisfactory clearance of suitability from the National Bureau of Investigations
• This job description reflects the need to cultivate the service. It will evolve with the continuing expansion of the service and will be reviewed through mutual agreement between the post holder and the line manager
• To be successful in position, you’ll be able to communicate with members of the public from a variety of different backgrounds and be able to rely on your organisation skills to meet the requirements of our patients
• You’ll be flexible and able to work in our weekly working shift pattern as required.

You will have experience of:

• Working within a customer focused environment
• Handling telephone calls with customer/patient interactions
• Using computers, Microsoft Office Products and other IT Packages
• Demonstrating strong communication skills, both verbal and written

Essential Requirements

• Minimum of 2 years of relevant experience.
• Proven proficiency in using basic computer software, including Microsoft Office (Word, Excel, Outlook) and internet browsers.

Desirable Requirements

• Prior experience working specifically within a high-volume inbound call center or contact center environment.
• Resilience and emotional control to manage difficult, anxious, or high urgency calls safely.
• Advanced touch-typing and data-entry skills to simultaneously speak to patients and update records accurately without delay.
• Excellent written and verbal communication skills.
• Highly organized with strong time management skills and the ability to meet deadlines in a fast-paced environment.
• Keen attention to detail and the ability to produce high-quality, professional designs.
• Ability to work independently while collaborating effectively with a UK-based team.