Patient Services Advisor Band 3
United Lincolnshire Hospitals NHS Trust
Lincoln, LN5 7JH
Salary
£25,760 to £27,476
Contract
Permanent
Hours
Not specified
Closing date
2 September 2026
2 days left
Job description
As a Patient Services Advisor, you will play a key role in ensuring patients receive timely, efficient, and compassionate support throughout their hea...
- Coordinate patient pathways and elective care activities to ensure timely access to appointments and procedures.
- Schedule, monitor, and manage outpatient appointments, admissions, and treatments in accordance with SOPs and SLAs.
- Provide patients with accurate and timely information regarding appointments, procedures, and care pathways.Respond to patient enquiries and assist with appointment rescheduling or cancellations when required.
- Maintain effective communication between patients, Patient Service Hubs, clinical teams, and external healthcare providers.
- Record, update, and report patient and performance data using Trust information systems.Monitor booking worklists and action tasks within required timescales.
- Identify and escalate operational issues, RTT risks, and CWT risks to supervisors.Support service performance by meeting reporting deadlines and highlighting potential breaches or concerns.
- Ensure compliance with Trust policies, Elective Access Policy, Standard Trust Administration Guidelines (STAGS), and relevant healthcare regulations.
Booking PatientsTo support with booking patient appointments including Outpatients, Cancer/Diagnostic appointments, Elective theatre procedures.To support with rescheduling patient appointments/procedures cancelled by the patient, when required, ensuring adherence to the Access Policy.To support with rescheduling patient appointments/admissions cancelled by the hospital, when required, ensuring they have been approved by the Clinic Management & Performance Team (following agreed service level agreement (SLAs and SOPs).To monitor appointment slot/theatre slot capacity (via empty slot reports) to ensure slots are filled if they become available.To prioritise and manage own workload and ensure that patients are booked in chronological and clinical priority (or as specified in Elective Access Policy).To liaise with the Cancer Centre team to ensure patients on a two week wait (2WW) pathway are appropriately managed post-appointment.To fill shortnotice clinic slots and contact patients to offer alternative appointments where needed.To book urgent appointments and procedures e.g within set timeframe / with other considerations when required.Patient ContactTo contact patients, either via telephone, SMS or letter within agreed protocols, with information relevant to their appointment, procedure or any other related subject.To answer any inbound queries via relevant channels and to transfer to a different team or Patient Service Supervisor as and when required.To produce post-appointment clinical letters using clinician dictations and coordinating timely delivery to GPs/referrers/patients/patient deputies.To signpost patients to correct services, where appropriate.To perform non-clinical triage (e.g. if red-flag symptoms are disclosed by patient) and escalate for clinical triage or another appropriate route as defined in the Patient Services Hub SOPs.To ensure any patient accessibility requirements (such as transport or translator needs) are recorded appropriately and any associated admin to facilitate these requirements is completed.To communicate with patients, or their representatives, in a clear, compassionate manner.
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.
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.
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).
Qualifications
Essential
- GCSE's Grade C and above in Maths and English or equivalent
- Experience and training to NVQ Level 3 or equivalent
Desirable
- Computer Literacy and Information Technology (CLAIT)
- Basic knowledge of Medical Terminology
Previous Experience
Essential
- Experience of customer care or Experience of working in an office environment
- Experience of using Microsoft Office - to include Excel and Outlook.
Desirable
- Knowledge or experience of NHS working
Evidence of Particular
Essential
- Ability to evidence/demonstrate key values and behaviours in line with the Trust framework
- Ability to prioritise and organise own workload
- Ability to work on own initiative
- Excellent oral and interpersonal communication skills, written and verbally, with ability to demonstrate fluency, clarity and effectiveness at all levels
- Attention to detail and accuracy
Specific Requirements
Essential
- Ability to maintain confidentiality
- Ability to work effectively within a large team or individually
- Ability and willingness to work flexibly
- Ability to cope with sometimes distressing/emotional situations
- Ability to work effectively under pressure and meet tight deadlines
How to apply
Applications are handled entirely by the employer on the original advert. We do not collect CVs, supporting statements or application data.
Provenance
Source
NHS Jobs
First seen
26 August 2026
Last checked
28 August 2026
Salary, closing date and description are taken from the employer's advert. The original advert always takes precedence.
About the employer
NHS organisation
This listing was structured from NHS Jobs. Vacancy details and the application process remain the responsibility of the original source.
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