North Cumbria Integrated Care NHS Foundation Trust
Patient Care Advisor
Closing date: 03 August 2026
Band 3 – 22.5 hours per week Fixed Term Maternity Cover. Secondment opportunity also considered.
An opportunity has arisen for a suitable candidate to join our Contact Centre Team. We are looking for a compassionate, organised, and customer‑focused individual to join our busy Contact Centre. As a Patient Care Advisor, you will play a vital role in supporting patients and clinical teams across a range of NHS services, including Dermatology, Urology, Gynaecology, Cardiology, Rheumatology and other outpatient specialties.
This is a key front‑line position where you will help ensure patients receive clear information, timely appointments, and a positive experience of our services.
Main duties of the job
- Communicating with patients on multiple pathways
- Ensure patients are appointed timely and effectively
- Ensuring all recorded activity is accurate in regard to constitutional targets
- To call and agree appointments with patients while maintaining confidentiality and being, at all times, sensitive to the nature of appointments.
- Accommodate patients’ preference regarding the date and time of appointments to the best of your ability.
- Deal with all patient enquiries in an effective manner
- Ensure that all enquiries with an action are dealt with in a timely manner
- Ensure patients’ records are kept up to date with accurate information
- Check that referrals coming into the Trust are not duplicated
- Cleans waiting lists to avoid wasted capacity
About us
At NCIC, we have an ambition to deliver outstanding healthcare services to the population of North Cumbria. The Trust is committed to creating a centre of excellence in providing rural and remote healthcare and provides a wide range of community and acute services throughout our county.
Our five key principles demonstrate our belief in the delivery of ‘safe, high quality care every time’:
- Being a clinically led organisation
- Quality and safety at the heart of our Trust
- A positive patient experience every time
- A great place to work
- Managing our money well
As an organisation we are serious about supporting a diverse workforce that reflects our local community and are very much focused on being an inclusive and compassionate place to work.
Across the North East and North Cumbria we are working together to deliver our ambition to be the greenest region in England by 2030. All staff are expected to support sustainability.
Benefits
- 27‑day holiday scheme rising to 33 after 10 years
- NHS Discounts
- Salary Sacrifice schemes including lease cars and Cycle to Work
- Vivup is a free, confidential counselling and information service to assist with personal or work‑related problems
Job responsibilities
Please see attached job description and person specification for further information regarding the role and the essential and desirable criteria required to be met by applicants.
Person Specification
Please ensure that you document evidence of meeting all the essential criteria in the supporting information.
Application form
- 5 GCSEs grade A‑C or equivalent
- Previous experience in the managing of NHS administrative booking processes
- NVQ level 3 Business and Admin
- Patient Administration System Training, Outpatient Booking and understanding of Audit trail
- Agree to work towards Customer Service Level 3 or agreement to work towards
Experience & Knowledge
- 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.
- Good IT and keyboard skills acquired through experience, including Outlook and Excel, local databases, software, Internet
- ECDL or equivalent experience
- NHS.Net mail accounts
- Excellent communication skills, both written and verbal
- Ability to organise own workload and work under pressure to meet NHS target deadlines
- Good personal judgment skills in order to recognise situations faced each day (such as what to do when a patient cannot be booked an appointment within trust waiting time targets), and be confident to send report to Service Managers
- A desire to develop both the services of the Contact Centre and yourself by undertaking further training courses
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer name
North Cumbria Integrated Care NHS Foundation Trust
Salary
£25,760 to £27,476 a year Per Annum Pro Rata
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