Service Advisor

Overview

In this role you will be the first point of contact for patients, carers and health professionals, managing referrals, appointments and signposting. You will work within the Single Point of Access team to coordinate care across health and social services, ensuring timely access to the right service. The role combines administration, telephone support and data accuracy in a busy environment, with a focus on confidential, compassionate service. You will contribute to discharge planning and cross-team collaboration, delivering a high-quality customer experience.

Pay / Benefits

• learning and development opportunities
• enhancements for evenings after 20:00, weekends & Bank Holidays
• Agenda for Change terms & conditions
• permanent contract
• full-time working pattern
• supportive, values-led organisation

Responsibilities

• Act as SPA point of contact for referrals and appointments across CityCare services
• Coordinate with community-based health and social care teams to enable safe patient discharge
• Manage calls, information provision, and support callers who are distressed or have barriers to communication
• Input and update referrals using SystmOne, NOTIS, Care Centric and Nottingham Health Care Point portal
• Generate and process referrals, appointments, letters and SMS messages; run reports and collect data
• Maintain up-to-date knowledge of services and referral criteria; signpost and advise referrers appropriately
• Maintain confidentiality and high standard of customer care in a busy environment
• Plan and organise work, work as a team member, and undertake additional duties as delegated
• Assist in development and maintenance of databases (e.g., Excel) and analyse data as appropriate
• Adhere to NHCP policies and participate in mandatory team training

Key requirements

• Proven administration experience; telephone-based work
• Strong communication skills; excellent telephone manner
• Understanding of confidentiality/Data Protection
• Proficiency in Microsoft Office (Outlook, Word, Excel)
• Ability to stay calm, organised and accurate in a busy setting
• Ability to work flexibly hours including evenings, weekends and bank holidays
• Experience with health and social care systems (desirable: SystmOne)
• Ability to work in a multidisciplinary team and prioritise workload

• Empathy and courteous communication
• Calm under pressure
• Team collaboration
• SystmOne
• NOTIS
• Care Centric

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