Patient Care Advisor

Posting date:	08 July 2025
Salary:	£24,937.00 to £26,598.00 per year
Additional salary information:	£24937.00 - £26598.00 a year
Hours:	Full time
Closing date:	22 July 2025
Location:	Coalville, LE67 3FT
Company:	NHS Jobs
Job type:	Permanent
Job reference:	E0349-25-0009

Summary

Job Description & Person Specification ABOUT PCL, OUR VALUES AND BEHAVIOURS The post holder should be able to demonstrate an alignment to the values of the organisation and to consider how the post contributes to the strategic objectives of the company. Our Patients Put patients at the centre of all services Make a positive difference for our patients Respond to the needs of the local population Respect the value of public money Our Team Respect each other Trust one another Value each others contribution Empower our people Our Company Be a trusted company Be a caring company Be innovative, agile, and adaptive Always deliver Our strategic objectives Patient Care Locally (PCL) is a not-for-profit Community Interest Company (CIC) dedicated to enhancing healthcare delivery within Leicester, Leicestershire, and Rutland. Operating in close collaboration with the NHS, PCL focuses on identifying and addressing patient care needs that can be managed within primary care and community settings, thereby alleviating pressure on hospital services and ensuring patients receive timely, appropriate care closer to home. By delivering care in local settings, PCL ensures that patients receive the right care at the right time and in the right place. PCL is rapidly expanding beyond Leicester, Leicestershire and Rutland and are committed to maintaining the highest standards of quality in its service provision. As a CQC registered organisation, we uphold rigorous clinical and operational standards. By focusing on patient-centred care and continuous improvement, PCL strives to meet the evolving healthcare needs of local populations effectively. PCL has been recognised for our innovative working across various awards sectors including being a finalist at the HSJ Awards in 2024 and a finalist at the Strategic PA Awards in 2024. JOB ROLE: This is a varied and fast-paced administrative role within our dedicated Patient Contact HUB (PCH) call centre team. You will be responsible for ensuring the accurate, efficient, and timely processing of referrals, helping to guide patients toward the most appropriate care options and supporting them in making informed decisions about their treatment pathways. Success in this role requires a thorough understanding of the services we manage, including all referral pathways and transfer processes, with particular focus on current waiting list management. As the PCH continues to develop and respond to changing demands, the ability to adapt quickly and remain flexible is vital. Our team is committed to delivering high-quality support not only to patients but also to the wider healthcare services that depend on our work. Key Areas of Responsibility: Ability to work independently and proactively in a home-based setting, demonstrating self-motivation and regularly reporting on daily tasks, accomplishments, and any challenges encountered. Responsible for managing inbound calls to the Referral Support Service and proactively making outbound calls to support effective waiting list management and ensure continuity of patient care. To review referrals and ensure all necessary information is included to support an informed triage decision. To support and process onward referrals from the Primary Care Providers to Secondary Care. To play a key part in the transfer of patients from Secondary Care Waiting lists to Primary Care providers. To analyse and review patient information to ensure a patient is suitable for referral as well as suitable for the care settings when sending patient choice letters. To be able to arrange, cancel or amend Primary Care appointments, via System One and ERS and other NHS computer systems, in line with Government and Trust guidelines. To demonstrate humility, empathy, and professionalism when contacting patients identified for transfer of care, while also understanding and facilitating appropriate care settings and provider pathways. To be responsible for utilising System One, ERS, Ringcentral and DOCMAIL Systems in order to carry out a variety of functions, including : Validating patient demographic details and updating as necessary Making, changing or cancelling Primary & Secondary appointments Updating computerised records of patient information in line with departmental and hospital policies and procedures. Understanding all information contained on the system to assist patients and staff with queries on the telephone. Patient care is the most critical aspect of our role, you must be able to identify, investigate and report when this level of care falls short to your line manager. To continue striving to improve the service, making suggestions to the Patient Contact Hub Supervisor as necessary. To actively participate in the sharing of skills and experience, aiding the spread of good practice throughout the team. To be responsible for the cover of sickness and absence amongst team members, ensuring the service is maintained at the required level. To attend in-service training or meetings as directed by the Manager/Supervisor to ensure that skills and knowledge are kept up-to-date and appropriate to the post. To undertake any other duties in line with the grade as directed by the Supervisor. The post holder is responsible for the timeliness, accuracy and integrity of the data which is recorded on paper and electronic systems. Important Notes This role description is not exhaustive and may be amended according to evolving business needs The position offers opportunities for cross-functional learning and development The successful candidate will play a vital role in supporting healthcare delivery to over 1.2m patients across Leicester, Leicestershire and Rutland KEY WORKING RELATIONSHIPS Patients Team Leaders General Practitioners & GP Surgeries Primary Care Providers Non UHL Secondary Care Providers UHL Administration Staff