• Job Description

  Req#: C9348-25-1575?language=en&page=598&sort=publicationDateDesc

  Job summary

  We are looking for a Patient Contact Advisor to join our fast paced service, in a role that offers flexibility and work/life. Your role will predominantly be communicating with members of the public, our clinical teams and external stakeholders to contribute to the efficiency of the healthcare being provided across the South Coast. This role will be based at the Royal South Hants Hospital in Southampton.

  This role would suit friendly and talkative individuals who are confident talking on the phone and using information systems to record data.

  We are open 7 days per week from 8am to 8pm, including all bank holidays. You will be included in the roster to work a combination of early, late and weekend shifts (some shifts may have enhanced pay). Rota's are given 6 weeks in advance to allow you an excellent balance between work and home.

  We want you to be driven to deliver a friendly and engaging experience to all our of service users. We're committed to providing you a full induction and support to enable you to complete your apprenticeship qualification.

  Who knows what your next step in the NHS could be...

  Main duties of the job

  *Answer all telephone calls in an efficient, courteous, professional and non-judgemental manner. Maintain a high standard of work and remain professional at all times.

  *Record all data accurately in the patients' computerised records.

  *Ensure messages from all callers are taken and electronically delivered or appointed to the correct service.

  *Manage instructions and queries from any Healthcare Professional from any Solent service.

  *Manage appointment bookings, updating electronic record system and sending appointment letters following Trust guidelines and targets.

  *Use and accurately populate the electronic record system (Systm One) with information

  *Cancel & reschedule clinic appointments as requested, ensuring patients are notified of any changes to appointments.

  *Ensure referrals are actioned following the agreed service procedures according to the defined performance targets and timescales.

  *Process incoming and outgoing mail, telephone, or written messages, distributing appropriately and in a timely manner, taking responsibility for signposting or dealing with queries regarding issues arising.

  *Liaising with clients, colleagues, and other healthcare professionals in a positive, friendly, calm and sympathetic manner. This may include dealing with complex information or where there is barriers to understanding.

  *Provide cover and support during times of absence for the core functioning of the administration team.

  About us

  Hampshire and Isle of Wight Healthcare NHS Foundation Trust is a newly established organisation, bringing together expertise from across mental health, learning disabilities, community, and physical health services. We are dedicated to delivering compassionate, high-quality, and accessible care to the diverse communities of Hampshire and the Isle of Wight.

  With over 13,000 dedicated staff working across more than 300 sites, we place patients and staff at the centre of everything we do. Our goal is to create an integrated healthcare system that improves accessibility and ensures more consistent care for patients. By working together, we aim to improve patient outcomes, drive innovation, and meet the unique needs of the populations we serve.

  Our Trust unites services from Southern Health, Solent NHS Trust, Isle of Wight NHS Trusts community and mental health teams, as well as Hampshire CAMHS, originally part of Sussex Partnership NHS Foundation Trust. This transformation enables us to deliver more seamless care across the region, ensuring that patients receive the right support, in the right place, at the right time.

  Join us as we embark on this exciting journey to shape the future of healthcare across Hampshire and the Isle of Wight. We are deeply committed to our CARE values of compassion, accountability, respect, and excellence, and offer outstanding opportunities for career development, training, and collaborative working.

  Details

  Date posted

  20 June 2025

  Pay scheme

  Agenda for change

  Band

  Band 3

  Salary

  £24,937 to £26,598 a year Please note for part time hours the salary will be pro rata

  Contract

  Permanent

  Working pattern

  Full-time, Flexible working

  Reference number

  348-CSS-8510

  Job locations

  Royal South Hants Hospital

  Graham Road

  Southampton

  Hampshire

  SO14 0YG

  
  

  Job description

  Job responsibilities

  Further information about the Trust and this role can be found on the Job Description and Person Specification document attached. It is important to us that we ensure our recruitment processes are accessible and inclusive to everyone - if as a potential candidate you are concerned a person specification may prevent or restrict your application for employment as a result of unintentional barriers on the grounds of your sex, race, age, sexual orientation, religion/belief or disability please initially contact the Trust's Recruitment team - detailed in the advert. The Trust will seek to resolve this issue wherever possible.

  We are happy to talk Flexible Working - all requests for flexible working options can be discussed as part of the interview process.

  Job description

  Job responsibilities

  Further information about the Trust and this role can be found on the Job Description and Person Specification document attached. It is important to us that we ensure our recruitment processes are accessible and inclusive to everyone - if as a potential candidate you are concerned a person specification may prevent or restrict your application for employment as a result of unintentional barriers on the grounds of your sex, race, age, sexual orientation, religion/belief or disability please initially contact the Trust's Recruitment team - detailed in the advert. The Trust will seek to resolve this issue wherever possible.

  We are happy to talk Flexible Working - all requests for flexible working options can be discussed as part of the interview process.

  Person Specification

  Qualifications

  Essential

  • GCSEs in English & Maths grade C/4 or functional skills equivalent
  • NVQ 3 or equivalent

  Desirable

  • RSA 1 & 2
  • Previous use of multiple IT applications

  Experience

  Essential

  • Accurate typing skills
  • Telephone management
  • Excellent clerical / admin skills
  • Excellent communication skills
  • Customer Service skills
  • An understanding of Key Performance Indicators/targets
  • Organisational skills

  Desirable

  • Experience of working in a Consumer led environment
  • Call Centre / Customer service experience
  • Data Input
  • Experience with dealing with customers or patients over the telephone
  • Medical or Clinical admin experience
  • Call handling experience in a medical environment

  Person Specification

  Qualifications

  Essential

  • GCSEs in English & Maths grade C/4 or functional skills equivalent
  • NVQ 3 or equivalent

  Desirable

  • RSA 1 & 2
  • Previous use of multiple IT applications

  Experience

  Essential

  • Accurate typing skills
  • Telephone management
  • Excellent clerical / admin skills
  • Excellent communication skills
  • Customer Service skills
  • An understanding of Key Performance Indicators/targets
  • Organisational skills

  Desirable

  • Experience of working in a Consumer led environment
  • Call Centre / Customer service experience
  • Data Input
  • Experience with dealing with customers or patients over the telephone
  • Medical or Clinical admin experience
  • Call handling experience in a medical environment

  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 details

  Employer name

  Hampshire and Isle of Wight Healthcare NHS Foundation Trust

  Address

  Royal South Hants Hospital

  Graham Road

  Southampton

  Hampshire

  SO14 0YG

  
  

  Employer's website

  https://hiowhealthcare.nhs.uk/ (Opens in a new tab)

  Employer details

  Employer name

  Hampshire and Isle of Wight Healthcare NHS Foundation Trust

  Address

  Royal South Hants Hospital

  Graham Road

  Southampton

  Hampshire

  SO14 0YG

  
  

  Employer's website

  https://hiowhealthcare.nhs.uk/ (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

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