Patient Service Advisor- Band 3

Employer United Lincolnshire Teaching Hospitals NHS Trust Employer type NHS Site Pilgrim Hospital Town Boston Salary £25,760 - £27,476 per annum Salary period Yearly Closing 23/09/ :59

Patient Service Advisor- Band 3

NHS AfC: Band 3

We recognise that outstanding care can only be delivered through our people. We want to attract people who can help us deliver our vision. We want in return to help people achieve what they wish in their careers in the NHS at ULTH.

We are always keen to welcome highly skilled, committed and compassionate individuals to our hospitals – people who put patients at the heart of everything they do and are ready to help us achieve our vision.

Our Group values guide everything we do. They are:

• Compassionate - We care about people - Compassionate is the act of showing empathy, kindness, and respect to others, recognising their individual needs and circumstances. It involves listening, understanding, and supporting others in a way that makes them feel valued, safe, and cared for.
• Collaborative - We work together as a team - Collaborative is working inclusively and respectfully with others to achieve shared goals. It involves open communication, valuing diverse perspectives, and building trust to create a supportive and effective team environment.
• Innovative - We strive to improve - Innovative is the process of exploring new ideas, approaches, and technologies to improve care, services, and working practices. It involves creativity, curiosity, and a willingness to take risks in a safe and supportive environment.

If you believe in them too, then you are ready to join the ULTH team.

We’ve taken great pride in building working environments where staff always feel valued, cared for and part of a team. Without doubt this is a challenging yet very rewarding job that is at the centre of health and care in Lincolnshire - making a positive difference to our patients.

Our Trust is situated in the beautiful county of Lincolnshire and is one of the biggest acute hospital trusts in England, serving a population of more than 700,000 people. We provide acute and specialist services to people in Lincolnshire and neighbouring counties. We have an annual income of £710 million (22/23) and we employ nearly 8,600 people.

Our Group Board have recently agreed a new vision statement – "Caring and building a healthier future for all" – stating their ambition for our Trust and the wider group to be among the best.

We also have a five year Integrated Improvement Plan setting out how we will achieve our strategic objectives, for patients, services, people and partners, the last recognising that our future success depends on our ability to ensure the Lincolnshire healthcare system is successful in achieving its ambition to help people live healthier lives and provide care closer to where people live.

Our latest CQC report increased our ratings for being effective and well-led from 'Requires Improvement' to 'Good'. Our rating for caring remained as 'Good'.

This is in recognition of the huge amount of work that our amazing staff have done to improve the quality of care for our patients in recent years.

We are committed to helping our staff balance their work and home lives and ensure they feel supported, valued and appreciated.

So,what is in it for you?

• Flexible working: Depending on the needs of your role, we will consider requests for flexible and/or part-time working for whatever reason you should need it. We recognise flexible working will not look the same for everyone, because it depends on the nature of the role and the needs of the individual.

Types of flexibility could include:

• Part-time - less than 37.5 hours per week.
• Off-site/remote working - working from home or other sites for part or all the week.
• Compressed hours – usually full-time hours but over fewer days or shifts.
• Staggered hours – having different start and finish times.
• Set shift patterns – to allow for predictability
• NHS Pension: A generous and flexible pension scheme with contributions from us as your employer fully protected against inflation and guaranteed by the government
• Annual Leave: Starting at 27 days a year, rising to 33 days after 10 years plus eight bank holidays (for staff covered by Agenda for Change) For Medical Workforce positions (Consultant and Specialty Doctor), the full-time entitlement commences from 32 days per annum. For all other Medical Workforce positions, the full-time entitlement commences from 27 days per annum.
• Bank working: The chance to work extra hours at enhanced rates and we will pay you weekly too, ideal if your income needs a quick boost.

In addition, there ismore.

• Family & Childcare : Including on-site nurseries at Lincoln County Hospital and Pilgrim Hospital Boston, maternity, paternity, adoption & shared parental leave following a set period of employment.
• Health & Wellbeing: including counselling, mental health first aid, physiotherapy, eye tests.
• Learning & Development including Lincolnshire Talent Academy, leadership training, medical education, clinical education, Lincolnshire clinical research
• Financial support and benefits i ncluding Cycle2Work, car lease scheme, home electronics. Free on-site parking and free tea and coffee and the ability to save and borrow through your salary.
• Rewards & Recognition including staff awards, long service awards, retirement awards, examples of excellence and staff lottery.

Enjoy a better quality of life in one of the UK’s most welcoming counties. Whether you’re taking the first exciting steps in your career, itching for a new challenge or searching for a better place to raise a family, Lincolnshire welcomes everyone. Discover a range of rewarding health and social care careers in a county that’s friendly, fascinating, affordable and brimming with everything you need to live a happy life.

Job overview

Working in the Patient Service Hub under the Patient Contact Pillar., either in the Phone Hub or Clinic Typing.

To answer incoming calls from patients and Health Care Professionals . Dealing with queries and where necessary forwarding to CSO Teams and other departments using the Call Logging System or Outlook E-mail system. Monitoring the Patient Service and Patient Contact inbox along with the call Logging System queries.

Producing high standard Clinic Letters using the Big Hand dictation system. Ensuring target times are met. Printing and posting clinic letters.

The above two roles come under the Patient Contact Pillar where it is possible to work for both teams .

Main duties of the job

• To lead on delivering care coordination activi.
• To ensure patients receive appointments and are admitted for elective procedures in a timely manner.
• To ensure patients receive all relevant information in a timely, accurate and effective way.
• To be responsible for answering general patient enquiries, appointment/procedure queries.
• To deliver passionate and strong communication between the patient (or representative), the Patient Service Hub and other Trust, Group and Healthcare services
• To use Patient Service Hub information systems for the recording and reporting of clinical and performance data in accordance with the Trust’s and wider Group’s IT Strategy
• To monitor and action booking tasks in line with Patient Services Hub SOPs and SLAs.
• To raise any issues that require escalation or oversight support to the Patient Services Supervisor and take actions as directed
• To proactively flag potential RTT/CWT risks to the Patient Services Supervisor and take actions as directed
• To work to reporting deadlines and inform Patient Service Supervisors in advance of potential problems and breaches.
• To follow Patient Services Hub, wider Trust and wider Group procedures and protocols, for example the Elective Access Policy and Standard Trust Administration Guidelines (STAGS).

Working for our organisation

United Lincolnshire Hospitals NHS Trust has been granted teaching hospital status, after demonstrating evidence to significant teaching commitment. From now on it will be known as United Lincolnshire Teaching Hospitals NHS Trust.

Lincoln Hospital is a thriving university city and with the opening of the medical school, it provides all major specialties and a 24-hour major accident and emergency service.

Pilgrim Hospital is situated in beautiful countryside and serves the communities in the South Lincolnshire area. It provides all major specialties and a 24-hour major accident and emergency service.

Grantham and District Hospital serves the communities of Grantham and the local area. It provides ambulatory paediatric and accident and emergency services.

Lincolnshire Community Health Services NHS Trust (LCHS) and United Lincolnshire Hospitals NHS Trust (ULHT) have come together in a Group arrangement, with the goal of improving the care provided to patients across the county.

This will not constitute a formal merger of the two organisations, but will bring the Trusts together under a single Board and Executive Leadership Team, with the goal of improving the care that is provided to patients both in the community and in hospitals across Lincolnshire. Both Trusts will retain their separate statutory names and legal obligations.

The Group will be known as Lincolnshire Community and Hospitals NHS Group (LCHG).

Detailed job description and main responsibilities

Please see full JD, overview as follows:

Booking Patients - To support with booking patient appointments including Outpatients, Cancer/Diagnostic appointments, Elective theatre procedures.

Patient Contact - To contact patients, either via telephone, SMS or letter within agreed protocols, with information relevant to their appointment, procedure or any other related subject.

Communication & Relationship - To liaise with other Patient Service Hub teams and departments, as well as wider Trust/Group/Healthcare services when required.

Ensuring Data Accuracy - To be proficient in the use of Patient Services Hub care coordination systems.

E nsuring compliance with National and Local Protocols - To, in line with local procedures , indicate if asked/required the potential wait times for appointments/admissions.

General Office Duties - To work in accordance with Patient Service Hub SOPs and SLAs.

Person specification

Qualifications

• GCSE Grade C and above in Maths and English or equivalent
• Computer Literacy and Information Technology (CLAIT)
• Basic knowledge of Medical Terminology
• NVQ qualification or equivalent
• Experience of customer care or experience of working in an office environment
• Experience of using Microsoft Office to include Excel and Outlook
• Knowledge of experience of NHS working

Knowledge, Skills and Aptitudes

• Ability to evidence/demonstrate key values and behaviours
• Ability to prioritise own workload and work on own initiative
• Excellent oral and interpersonal communication skills, written and verbally
• Attention to detail and accuracy
• Awareness of National and Local Targets
• Knowledge of hospital and clinical information systems (e.g. Care Flow/CRIS/Aqua)

Specific Requirements

• Ability to maintain confidentiality
• Ability to work effectively within a large team or individually
• Ability to work effectively under pressure and meet tight deadlines
• Ability and willingness to work flexibly.
• Ability to cope with sometimes distressing/emotional situations.

ULTH recognises that everyone is different, and values the unique contribution that individual experiences, knowledge and skills make in delivering quality healthcare and becoming a model employer. We are committed to transforming our organisational culture by actively committing to implementing the Trust Single Equality Scheme, and other policies, such as the Dignity in Care policy and the Dignity at Work policy. We will continue to promote equality and challenge discrimination in all service provision, recognising and meeting the needs of the diverse communities we serve. We will strive to provide an environment in which people want to work and to be a model employer leading in good employment practice.

Due to the high volume of applications we receive, ULTH reserves the right to close this advert prior to the closing date.

We welcome applications from the UK Armed Forces Community. On the application form please tick "Member of the Armed Forces Community" if the below applies to you.

You are:

• A Veteran
• A Military Reserve
• Partner/Spouse of those Serving NB: partners/spouses are only eligible whilst their partner is serving in the Armed Forces

All new employees will be subject to a charge for the DBS check that is required for the post. The Disclosure & Barring Service application form (formerly CRB) will be provided by ULTH and the fee will be deducted from your salary over a 3 month period.

Candidates are advised to read the attached guidance on using AI technology. When you complete your application, you are required to declare that the information in your application form is true and complete.

Please note, for applicants with previous NHS service: If successful at interview, we will initiate an Inter Authority Transfer (IAT) via the Electronic Staff Record (ESR). This retrieves key data from your current or previous NHS employer to support onboarding, including competency status, Continuous Service Dates (CSD), and annual leave entitlement.

Employer certification / accreditation badges

This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.

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