Patient Care Advisor Team Leader

Job Summary
An exciting opportunity has arisen for a patient care advisor team leader to join the contact centre team who provide patient booking and administrative services and act as the first point of contact to capture all interactions between Northumbria Healthcare NHS Trust and patients.
We are looking for a highly motivated, enthusiastic and conscientious individual to supervise a team and support them to deliver an efficient and accurate booking service for our patients and services. This post requires experience in managing change. This role will be required to support a change process within the outpatient booking team.
This is a unique and interesting administrative role in which you will lead a team to ensure patient referrals, outpatient appointments and surgery is booked in accordance with the trust's patient pathways and standards.

Main Duties of the Job
The post holder's main duties include managing and monitoring a team of specialist patient care advisors:

• Enabling them to support patients through choice pathway to book outpatient services.
• Discussing with them choice options within Northumbria Healthcare NHS Trust.
• Ensuring patients are seen within NHS waiting time targets in an informed and courteous manner.

About Us
We manage three major locality hospitals at North Tyneside, Wansbeck, and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, in addition to our state-of-the-art Northumbria Specialist Emergency Care Hospital, the first of its kind in England. We also care for people in their homes and provide services from facilities in local communities such as health centres. We give people greater choice and control over their care to help them to live independently at home and avoid hospital admission where appropriate. High-quality patient care is at the heart of everything we do and we strive to ensure every single patient and service user has an exceptional experience with us. We have one of the most extensive patient experience programmes of any trust in England.

Details

• Date Posted: 18 November 2025
• Pay Scheme: Agenda for change
• Band: Band 4
• Salary: £27,485 to £30,162 a year pro rata per annum
• Contract: Permanent
• Working Pattern: Full-time, Flexible working
• Reference Number: 319-7607977AZ
• Job Locations: Northumbria House, Silverfox Way, Newcastle upon Tyne, NE27 0QJ

Job Responsibilities
Key Responsibilities

• Manage referral management functions within the contact centre inclusive of funding requests and clinic management.
• Manage RTT data quality reports to support patients through pathways in line with access standards.
• Managing day-to-day work ensuring patients are appointed efficiently.
• Capacity and demand scheduling analysing, identifying and setting up extra clinics where needed to meet the outpatient waiting time targets.
• Being responsible for management and scheduling of all areas attached to this team.
• Supporting quality improvement initiatives in line with NHSE strategy.
• Lead team meetings and responsible for minute and action plan transcription.

Person Specification
Essential Qualifications

• 5 x GCSE's Grade A-C or equivalent.
• Customer Service NVQ Level 3 or equivalent experience.

Desirable

• ECDL or equivalent.
• ILM Introductory Certificate in 1st Line Manager or needs to be completed if not currently held.

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.

Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement.