Go back
North Cumbria Integrated Care NHS Foundation Trust

Patient Care Advisor

The closing date is 24 March 2026

Apply for this job

Job summary

Patient Care Advisor - 37.5 hours per week - Permanent

An opportunity has arisen for a suitable candidate to join our Contact Centre Team

We are looking for a compassionate, organised, and customer-focused individual to join our busy Contact Centre. As a Patient Care Advisor, you will play a vital role in supporting patients and clinical teams across a range of NHS services, including Dermatology, Urology, Gynaecology, Cardiology, Rheumatology and other outpatient specialties.

This is a key front-line position where you will help ensure patients receive clear information, timely appointments, and a positive experience of our services.

Main duties of the job

  • To accurately add referrals on the system in a timely manner, ensuring that the demographics are up to date.
  • Communicating with patients on multiple pathways
  • Ensure patients are appointed timely and effectively
  • Ensuring all recorded activity is accurate in regard to constitutional targets
  • To call and agree appointments with patients whilst maintaining confidentiality and being, at all times, sensitive to the nature of appointments.
  • Accommodate patients preference regarding the date and time of appointments to the best of your ability.
  • To deal with all patient enquiries in an effective manner
  • To ensure that all enquiries with an action are dealt with in a timely manner
  • To ensure patients records are kept up to date with accurate information

About us

At NCIC, we have an ambition to deliver outstanding healthcare services to the population of North Cumbria. The Trust is committed to creating a centre of excellence in providing rural and remote healthcare and provides a wide range of community and acute services throughout our county.

Our 5 key principles demonstrate our belief in the delivery of 'safe, high quality care every time':

Being a clinically led organisation

Quality and safety at the heart of our Trust

A positive patient experience every time

A great place to work

Managing our money well

As an organisation we are serious about supporting a diverse workforce that reflects our local community and are very much focused on being an inclusive and compassionate place to work.

Across the North East and North Cumbria we are working together to deliver our ambition to be the greenest region in England by 2030. All staff are expected to support sustainability.

Details

Date posted

20 March 2026

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,937 to £26,598 a year Per Annum Pro Rata

Contract

Permanent

Working pattern

Full-time

Reference number

262-A-26-7797815

Job locations

Maglona House

Kingstown Industrial Estate

Carlisle

CA3 0HA


Job description

Job responsibilities

Please see attached job description and person specification for further information regarding the role and the essential and desirable criteria required to be met by applicants.

Please note, due to changes implemented by the Government to the UK immigration policy, individuals who require a Health and Care Visa or a Skilled Worker Visa may no longer be eligible for sponsorship where the UKVI salary threshold is not met or if the occupation is not included in the updated Immigration Salary List (ISL). Applicants must check their eligibility to be employed in any role they are interested in applying for, prior to completing an application for employment. Any applicants who do not meet the eligibility criteria will not be progressed. For further information visit theUK Visas and Immigration website (Opens in a new tab).

If you are applying under the Disability Confident Scheme or Armed Forces Covenant and you meet all the essential criteria for a post, you will be guaranteed an interview.

Relocation assistance may be available for successful applicants moving to the region for certain posts. Please see our Policy for eligible vacancies.

Disclosure and Barring Service:

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.

The cost of the DBS must be met by the successful candidate(s) through salary deduction. DBS charges are as follows if applicable to the post:

Standard Check: £21.50 + Administration cost of £6.50 = £28.00. Deducted from salary over following 4 months or one off payment.

Enhanced Check: £49.50 + administration cost of £6.50 = £56.00. Deducted from salary over following 4 months or one off payment.

NCIC can offer successful future employees the following benefits:

27-day holiday scheme rising to 33 after 10 years

Flexible working Scheme

NHS Discounts*

Salary Sacrifice schemes including lease cars and Cycle to Work*

Excellent opportunities for development*

Competitive NHS Pension scheme

Vivup is a free, confidential counselling and information service to assist with personal or work-related problems

*Subject to eligibility

Important Information

Please ensure that you document evidence of meeting all the essential criteria in the supporting information.

If sufficient response is received this post could be closed earlier than the specified closing date, please apply as soon as possible to ensure that your application is considered.

Candidates who have been successfully shortlisted for interview will be asked via an email notification to log on to their Trac account to select an interview time. This will usually be within 2 weeks of the closing date.

Job description

Job responsibilities

Please see attached job description and person specification for further information regarding the role and the essential and desirable criteria required to be met by applicants.

Please note, due to changes implemented by the Government to the UK immigration policy, individuals who require a Health and Care Visa or a Skilled Worker Visa may no longer be eligible for sponsorship where the UKVI salary threshold is not met or if the occupation is not included in the updated Immigration Salary List (ISL). Applicants must check their eligibility to be employed in any role they are interested in applying for, prior to completing an application for employment. Any applicants who do not meet the eligibility criteria will not be progressed. For further information visit theUK Visas and Immigration website (Opens in a new tab).

If you are applying under the Disability Confident Scheme or Armed Forces Covenant and you meet all the essential criteria for a post, you will be guaranteed an interview.

Relocation assistance may be available for successful applicants moving to the region for certain posts. Please see our Policy for eligible vacancies.

Disclosure and Barring Service:

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.

The cost of the DBS must be met by the successful candidate(s) through salary deduction. DBS charges are as follows if applicable to the post:

Standard Check: £21.50 + Administration cost of £6.50 = £28.00. Deducted from salary over following 4 months or one off payment.

Enhanced Check: £49.50 + administration cost of £6.50 = £56.00. Deducted from salary over following 4 months or one off payment.

NCIC can offer successful future employees the following benefits:

27-day holiday scheme rising to 33 after 10 years

Flexible working Scheme

NHS Discounts*

Salary Sacrifice schemes including lease cars and Cycle to Work*

Excellent opportunities for development*

Competitive NHS Pension scheme

Vivup is a free, confidential counselling and information service to assist with personal or work-related problems

*Subject to eligibility

Important Information

Please ensure that you document evidence of meeting all the essential criteria in the supporting information.

If sufficient response is received this post could be closed earlier than the specified closing date, please apply as soon as possible to ensure that your application is considered.

Candidates who have been successfully shortlisted for interview will be asked via an email notification to log on to their Trac account to select an interview time. This will usually be within 2 weeks of the closing date.

Person Specification

Qualifications

Essential

  • 5 GCSE's grade A-C or equivalent
  • Previous experience in the managing of NHS administrative booking processes
  • Customer Service qualification
  • NVQ level 3 Business and Admin

Desirable

  • Patient Administration System Training Out Patient Booking and understanding of Audit trail.
  • Agree to work towards Customer service level 3 or agreement to work towards

Experience & Knowledge

Essential

  • Administration and / or customer service experience gained within a healthcare environment in order to hold a good understanding of the role of the contact centre and general clinical and administrative processes in the NHS.
  • Good IT and keyboard skills acquired through experience, including Outlook and Excel, local databases, software, Internet

Desirable

  • ECDL or equivalent experience
  • Patient Administration Systems
  • NHS.Net mail accounts

Skills & Aptitudes

Essential

  • Excellent communication skills, both written and verbal
  • Ability to organise own workload and and work under pressure to meet NHS target deadlines
  • Good personal judgment skills in order to recognise situations faced each day (such as what to do when a patient cannot be booked an appointment within trust waiting time targets), and be confident to send report to Service Managers
  • A desire to develop both the services of the Contact Centre and yourself by undertaking further training courses
Person Specification

Qualifications

Essential

  • 5 GCSE's grade A-C or equivalent
  • Previous experience in the managing of NHS administrative booking processes
  • Customer Service qualification
  • NVQ level 3 Business and Admin

Desirable

  • Patient Administration System Training Out Patient Booking and understanding of Audit trail.
  • Agree to work towards Customer service level 3 or agreement to work towards

Experience & Knowledge

Essential

  • Administration and / or customer service experience gained within a healthcare environment in order to hold a good understanding of the role of the contact centre and general clinical and administrative processes in the NHS.
  • Good IT and keyboard skills acquired through experience, including Outlook and Excel, local databases, software, Internet

Desirable

  • ECDL or equivalent experience
  • Patient Administration Systems
  • NHS.Net mail accounts

Skills & Aptitudes

Essential

  • Excellent communication skills, both written and verbal
  • Ability to organise own workload and and work under pressure to meet NHS target deadlines
  • Good personal judgment skills in order to recognise situations faced each day (such as what to do when a patient cannot be booked an appointment within trust waiting time targets), and be confident to send report to Service Managers
  • A desire to develop both the services of the Contact Centre and yourself by undertaking further training courses

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.

Employer details

Employer name

North Cumbria Integrated Care NHS Foundation Trust

Address

Maglona House

Kingstown Industrial Estate

Carlisle

CA3 0HA


Employer's website

https://www.ncic.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

North Cumbria Integrated Care NHS Foundation Trust

Address

Maglona House

Kingstown Industrial Estate

Carlisle

CA3 0HA


Employer's website

https://www.ncic.nhs.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Deputy Contact Centre Manager

Zoey Errington

zoey.errington@ncic.nhs.uk

01228616977

Details

Date posted

20 March 2026

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,937 to £26,598 a year Per Annum Pro Rata

Contract

Permanent

Working pattern

Full-time

Reference number

262-A-26-7797815

Job locations

Maglona House

Kingstown Industrial Estate

Carlisle

CA3 0HA


Supporting documents

Privacy notice

North Cumbria Integrated Care NHS Foundation Trust's privacy notice (opens in a new tab)