Patient Care Advisor

Job Description

Play a central role in supporting patients and clinical teams at a leading neuroscience centre as a Patient Care Advisor. In this busy Patient Access Centre role, you’ll make every contact count, helping people reach the right care quickly, calmly and accurately.

Role Overview

Based in the Patient Access Centre at The Walton Neurology Centre, you will provide front-line administrative and patient support. You’ll manage referrals, book outpatient and emergency appointments, record clinical outcomes and handle high volumes of phone calls, ensuring every interaction meets NHS standards for timeliness, accuracy and compassion.

Key Responsibilities

• Deliver excellent customer service to patients, relatives, carers and external organisations
• Book and amend outpatient and emergency appointments in line with NHS targets and local policies
• Receive, register and accurately record referrals and clinical information from GPs, trusts and other referrers
• Record clinical outcomes and updates on relevant systems following patient contacts and clinics
• Work flexibly within the Patient Access Centre, providing cross-cover so a consistent service is always maintained
• Support capacity and demand scheduling by highlighting where extra clinics may be needed to meet waiting time targets
• Escalate potential breaches of waiting times or clinic changes to the appropriate divisions and supervisors
• Assist the Patient Access Supervisor/Team Leader in delivering RTT and other national access targets
• Maintain accurate data entry and electronic/paper records in line with information governance standards

Skills and Attributes

• Excellent written and verbal communication skills, including a confident, professional telephone manner
• Ability to handle sensitive conversations with tact, confidentiality and empathy
• Strong organisational skills with the ability to manage your own workload and meet tight deadlines
• Comfortable working in a fast-paced, pressurised environment while maintaining accuracy
• Able to build positive working relationships with colleagues and clinical teams
• Reliable, committed and professional in approach and appearance
• Understanding of confidentiality, data protection and handling of sensitive clinical information

Experience and Knowledge

Essential

• Experience of accurate and timely data entry
• Good IT skills, ideally including experience with PAS systems, databases and internal software
• Previous experience of working effectively within a team

Desirable

• Experience in a hospital, healthcare or customer service environment
• ECDL or equivalent IT qualification/experience

Qualifications

Essential

• Educated to GCSE level or equivalent

Desirable

• ECDL or equivalent IT experience/qualification

Safeguarding and Checks

• This role is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975
• An Enhanced Disclosure and Barring Service (DBS) check is required
• You must be able to demonstrate an understanding of issues relating to confidentiality and vulnerable patients

Job Data

• Role: Patient Care Advisor (Band 3)
• Salary: £24,937–£26,598 per annum (Agenda for Change), depending on experience
• Contract: Permanent, full-time, 37.5 hours per week, Monday to Friday
• Location: Patient Access Centre, Walton Neurology Centre, Liverpool L9 7JL

About The Walton Centre NHS Foundation Trust

The Walton Centre NHS Foundation Trust is the UK’s only specialist neurological hospital, delivering world-class neurology, neurosurgery, spinal and pain services. Rated Outstanding by the CQC, it combines cutting-edge research, technology and compassionate multidisciplinary teams to improve brain health outcomes.