Service Advisor

Overview

In this Service Advisor role, you will be the first point of contact for patients, carers, and professionals, guiding them to the right community services. You’ll handle calls, referrals, appointments, and signposting within a busy SPA environment, collaborating with health and social care partners. Your work supports safe hospital discharge and timely access to care, contributing to the backbone of community health services. This is a values-driven, supportive role with opportunities to develop while making a tangible difference in local wellbeing.

Responsibilities

• Act as the single point of contact for referrals and appointments across CityCare services, including Urgent Community Response and hospital discharge.
• Coordinate with community health and social care teams to enable safe, timely patient discharge.
• Handle calls with empathy, including distressed or barrier dialogues, and triage as needed.
• Input and update referrals using multiple systems (e.g., SystmOne, NOTIS, Care Centric, NHCP portal) and generate related letters, SMS, and reports.
• Manage referrals, appointments, signposting, and enquiries with accuracy and professionalism.
• Maintain up-to-date knowledge of service referral criteria and contribute to data collection and audits.
• Plan and organise workload, work effectively within a team, and adhere to NHCP policies and procedures.
• Undertake additional duties as delegated by management.

Key requirements

• Proven administration experience, including telephone-based work
• Strong communication and customer service skills
• Confidentiality and data protection understanding
• Experience with Microsoft Office (Outlook, Word, Excel)
• Ability to prioritise and organise own workload in a busy environment
• Ability to work flexible hours, including evenings, weekends, and out-of-hours on-call arrangements
• Experience with SystmOne or willingness to learn (Desirable)

• Calm under pressure
• Empathy and courtesy when engaging with callers
• Strong listening and interpersonal skills
• SystmOne
• NOTIS
• Care Centric

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