Patient Care Advisor

Patient Care Advisors are often the first point of contact for people using the East Sussex Community MSK Persistent Pain Service. They play an important role in helping patients feel listened to, supported and directed to the right part of the service.

This is a predominantly phone-based role, requiring excellent communication skills, empathy, attention to detail and a calm, solutions-focused approach. Patient Care Advisors respond to patient queries, help people understand the next steps in their care, support appointment and referral processes, and resolve issues in a timely and professional way.

Patient Care Advisors work with patient information every day, so accuracy, confidentiality and good data quality are central to the role. They use clinical, referral and administrative systems to record information, manage appointments, support clinic preparation and help ensure patients move through their pathway smoothly.

The role also involves working as part of a wider team, supporting colleagues, clinicians, GP practices, hospital and community teams. Patient Care Advisors contribute to the day-to-day running of the service by being flexible, organised and willing to support changing service needs.

This role sits within the East Sussex Community MSK Persistent Pain Service and is employed by Here.

Patient contact and referral support

as a first point of contact for patients, responding to incoming and outgoing

telephone calls in a calm, professional and helpful way.

patients to understand the next steps in their care, providing clear

information, signposting and non-clinical guidance where appropriate.

daily referrals from GP practices, patients and other NHS providers, ensuring

queries and issues are followed up in a timely way.

and resolve patient queries relating to referrals, appointments and diagnostic

tests, escalating concerns where appropriate.

where appropriate, helping them consider their non-clinical preferences and

make informed decisions about provider options.

Appointments, clinics and pathway coordination

amend and manage patient appointments using relevant clinical and

administrative systems, including SystmOne and e-Referral Service.

patients through their care pathway, ensuring appointments, follow-ups and

related administration are completed accurately and on time.

information for clinics, including ensuring clinicians have the relevant notes

and supporting documentation available.

clinic outcomes, including booking follow-up appointments, preparing clinic

outcome letters and managing DNAs in line with service processes.

appointments for bloods and diagnostic tests (e.g. x-rays, MRIs, ultrasounds),

and liaise with diagnostic departments to obtain results.

the proactive scheduling and maintenance of MSK clinics, including first

appointments, follow-ups and telephone appointments.

the Operations and Governance Coordinator with clinic capacity planning,

helping to ensure available capacity is used effectively and delays are

avoided.

Data, systems and information governance

and maintain accurate patient information across clinical, referral,

administrative and paper-based systems.

information is handled safely and confidentially, following Here processes,

protocols and information governance requirements.

the accuracy and quality of data using available reporting tools, correcting or

escalating issues where needed.

patient safety by carrying out agreed administrative cross-checks, helping to

identify missing, incomplete or inconsistent information and escalating any

concerns in line with service processes.

good data quality to support safe patient care, service monitoring and

effective pathway management.

administration where required, including Subject Access Requests and other

tasks linked to patient records or service processes.

Working with partners and practices

professionally with GP practices, hospital teams, community services,

diagnostic departments, clinicians and other colleagues involved in patient

care.

clearly with external providers and internal teams to resolve queries, support

referrals and enable the smooth running of the service.

appropriate with Here processes, helping to build effective working

relationships and clear communication.

Team working and service support

and prioritise own workload, working independently within agreed processes and

seeking advice when needed.

flexibly as part of the wider Patient Care Advisor team, supporting colleagues

and responding to changing service needs.

to a positive team culture by being willing to learn, share knowledge, support

improvements and adapt to change.

team meetings, briefings, one-to-ones and training sessions as required.

the training of colleagues on core Here and MSK service processes where

appropriate.

site cover and support for community appointment days.

will be required to travel across community and clinical sites to provide

reception cover as required.

Working arrangements

flexibly across clinical and community locations within East Sussex where

required.

working may be available after successful completion of training, subject to

agreement with the postholder's line manager and service needs.

weekend working may be available, subject to service needs.

Here is a not-for-profit social enterprise, providing innovative healthcare to people within Sussex and beyond. We provide NHS commissioned healthcare including memory assessment and MSK services, alongside bespoke data analytics products and services. We work in partnership with a wide range of organisations to create and deliver outstanding personalised healthcare.

Positive about disability

Were committed to developing the careers of individuals with a disability. We will give full and fair consideration to all applicants. Applicants who confirm a disability that meet the essential criteria and evidence this within their application, will be interviewed.

Positive about diversity

Here value diversity and are committed to creating an inclusive culture where everyone can be themselves and reach their full potential. We actively welcome applicants who identify as LGBTQ+, disabled, and people of the *Global Majority.

Skills

Experience

Qualifications

Qualities