Job summary
Join a team where your work truly matters.
At Patient Care Locally (PCL), we are a not-for-profit Community Interest Company working closely with the NHS to improve access to timely, high-quality care in local communities across Leicester, Leicestershire, Rutland, and beyond. Our mission is to ensure patients receive the right care, in the right place, at the right time closer to home.
We are proud to be CQC registered and recognised nationally, with recent finalist placements at the 2024 HSJ Awards and the Strategic PA Awards. Our values guide everything we do: putting patients first, respecting and empowering our people, and continuously striving for excellence.
Were looking for people who share our passion for patient-centred care and can thrive in a fast-paced, remote-working environment. In this role, you'll be a key part of our dynamic Patient Contact Hub, helping manage referrals, support patient pathways, and make a real impact on healthcare delivery.
At PCL, you'll join a trusted, caring and innovative team where your voice is heard, your growth is supported, and your work genuinely matters. If you want to be part of a growing organisation that values its people and makes a real impact in the community, wed love to hear from you.
*****Please note: we do not offer sponsorship*****
*****Interviews for this position will be held on the 6th and 7th of August.*****
*****Applicants must hold a full driver's license and have access to a car or reliable access to transport.*****
Main duties of the job
Join our Patient Contact Hub as a Patient Care Advisor in this varied, fast-paced role supporting healthcare delivery for over 1.2 million patients. You'll be the vital link between patients and healthcare services, managing both inbound and outbound calls while working independently from home.
Your day will involve reviewing and processing referrals between Primary and Secondary Care, ensuring patients receive appropriate care in the right setting. You'll manage appointments through NHS systems, analyse patient information for suitability assessments, and contact patients with empathy and professionalism about their care options.
Using multiple healthcare systems (System One, ERS, RingCentral), you'll maintain accurate patient records, validate demographic details, and support both patients and healthcare staff with queries. The role includes contributing to service improvements, sharing knowledge with colleagues, and ensuring continuity of care through effective waiting list management.
This position offers opportunities for professional development, cross-functional learning, and making a real difference to patient care in your local community.
About us
About Patient Care Locally (PCL)
PCL is a not-for-profit Community Interest Company dedicated to enhancing healthcare delivery across Leicester, Leicestershire, and Rutland. Working in close collaboration with the NHS, we focus on delivering the right care at the right time in the right place - closer to home for patients.
As a CQC registered organisation rapidly expanding beyond our original region, we maintain the highest standards of quality while alleviating pressure on hospital services. Our innovative approach has earned recognition as finalists at both the HSJ Awards and Strategic PA Awards in 2024.
Our Values-Driven Culture:
- Patient-centred: Everything we do puts patients first
- Team-focused: We respect, trust, and empower each other while valuing every contribution
- Our Company: We're a trusted, caring company that's innovative, agile, and adaptive - always delivering
Working at PCL:
You'll join a fast-paced, dedicated team committed to continuous improvement and making a real difference to over 1.2 million patients. We offer hybrid working arrangements, comprehensive training, and opportunities for cross-functional learning and development. Our collaborative environment encourages skill-sharing and supports professional growth while maintaining high-quality patient care standards.
Job description
Job responsibilities
Job Description & Person Specification
ABOUT PCL, OUR VALUES AND BEHAVIOURS
The post holder should be able to demonstrate an alignment to the values of the organisation and to consider how the post contributes to the strategic objectives of the company.
Our Patients
- Put patients at the centre of all services
- Make a positive difference for our patients
- Respond to the needs of the local population
- Respect the value of public money
Our Team
- Respect each other
- Trust one another
- Value each others contribution
- Empower our people
Our Company
- Be a trusted company
- Be a caring company
- Be innovative, agile, and adaptive
- Always deliver
Our strategic objectives
Patient Care Locally (PCL) is a not-for-profit Community Interest Company (CIC) dedicated to enhancing healthcare delivery within Leicester, Leicestershire, and Rutland. Operating in close collaboration with the NHS, PCL focuses on identifying and addressing patient care needs that can be managed within primary care and community settings, thereby alleviating pressure on hospital services and ensuring patients receive timely, appropriate care closer to home. By delivering care in local settings, PCL ensures that patients receive the right care at the right time and in the right place.
PCL is rapidly expanding beyond Leicester, Leicestershire and Rutland and are committed to maintaining the highest standards of quality in its service provision. As a CQC registered organisation, we uphold rigorous clinical and operational standards. By focusing on patient-centred care and continuous improvement, PCL strives to meet the evolving healthcare needs of local populations effectively.
PCL has been recognised for our innovative working across various awards sectors including being a finalist at the HSJ Awards in 2024 and a finalist at the Strategic PA Awards in 2024.
JOB ROLE:
This is a varied and fast-paced administrative role within our dedicated Patient Contact HUB (PCH) call centre team. You will be responsible for ensuring the accurate, efficient, and timely processing of referrals, helping to guide patients toward the most appropriate care options and supporting them in making informed decisions about their treatment pathways.
Success in this role requires a thorough understanding of the services we manage, including all referral pathways and transfer processes, with particular focus on current waiting list management.
As the PCH continues to develop and respond to changing demands, the ability to adapt quickly and remain flexible is vital. Our team is committed to delivering high-quality support not only to patients but also to the wider healthcare services that depend on our work.
Key Areas of Responsibility:
- Ability to work independently and proactively in a home-based setting, demonstrating self-motivation and regularly reporting on daily tasks, accomplishments, and any challenges encountered.
- Responsible for managing inbound calls to the Referral Support Service and proactively making outbound calls to support effective waiting list management and ensure continuity of patient care.
- To review referrals and ensure all necessary information is included to support an informed triage decision.
- To support and process onward referrals from the Primary Care Providers to Secondary Care.
- To play a key part in the transfer of patients from Secondary Care Waiting lists to Primary Care providers.
- To analyse and review patient information to ensure a patient is suitable for referral as well as suitable for the care settings when sending patient choice letters.
- To be able to arrange, cancel or amend Primary Care appointments, via System One and ERS and other NHS computer systems, in line with Government and Trust guidelines.
- To demonstrate humility, empathy, and professionalism when contacting patients identified for transfer of care, while also understanding and facilitating appropriate care settings and provider pathways.
- To be responsible for utilising System One, ERS, Ringcentral and DOCMAIL Systems in order to carry out a variety of functions, including :
- Validating patient demographic details and updating as necessary
- Making, changing or cancelling Primary & Secondary appointments
- Updating computerised records of patient information in line with departmental and hospital policies and procedures.
- Understanding all information contained on the system to assist patients and staff with queries on the telephone.
- Patient care is the most critical aspect of our role, you must be able to identify, investigate and report when this level of care falls short to your line manager.
- To continue striving to improve the service, making suggestions to the Patient Contact Hub Supervisor as necessary.
- To actively participate in the sharing of skills and experience, aiding the spread of good practice throughout the team.
- To be responsible for the cover of sickness and absence amongst team members, ensuring the service is maintained at the required level.
- To attend in-service training or meetings as directed by the Manager/Supervisor to ensure that skills and knowledge are kept up-to-date and appropriate to the post.
- To undertake any other duties in line with the grade as directed by the Supervisor.
- The post holder is responsible for the timeliness, accuracy and integrity of the data which is recorded on paper and electronic systems.
Important Notes
- This role description is not exhaustive and may be amended according to evolving business needs
- The position offers opportunities for cross-functional learning and development
- The successful candidate will play a vital role in supporting healthcare delivery to over 1.2m patients across Leicester, Leicestershire and Rutland
KEY WORKING RELATIONSHIPS
Patients
Team Leaders
General Practitioners & GP Surgeries
Primary Care Providers
Non UHL Secondary Care Providers
UHL Administration Staff
Job description
Job responsibilities
Job Description & Person Specification
ABOUT PCL, OUR VALUES AND BEHAVIOURS
The post holder should be able to demonstrate an alignment to the values of the organisation and to consider how the post contributes to the strategic objectives of the company.
Our Patients
- Put patients at the centre of all services
- Make a positive difference for our patients
- Respond to the needs of the local population
- Respect the value of public money
Our Team
- Respect each other
- Trust one another
- Value each others contribution
- Empower our people
Our Company
- Be a trusted company
- Be a caring company
- Be innovative, agile, and adaptive
- Always deliver
Our strategic objectives
Patient Care Locally (PCL) is a not-for-profit Community Interest Company (CIC) dedicated to enhancing healthcare delivery within Leicester, Leicestershire, and Rutland. Operating in close collaboration with the NHS, PCL focuses on identifying and addressing patient care needs that can be managed within primary care and community settings, thereby alleviating pressure on hospital services and ensuring patients receive timely, appropriate care closer to home. By delivering care in local settings, PCL ensures that patients receive the right care at the right time and in the right place.
PCL is rapidly expanding beyond Leicester, Leicestershire and Rutland and are committed to maintaining the highest standards of quality in its service provision. As a CQC registered organisation, we uphold rigorous clinical and operational standards. By focusing on patient-centred care and continuous improvement, PCL strives to meet the evolving healthcare needs of local populations effectively.
PCL has been recognised for our innovative working across various awards sectors including being a finalist at the HSJ Awards in 2024 and a finalist at the Strategic PA Awards in 2024.
JOB ROLE:
This is a varied and fast-paced administrative role within our dedicated Patient Contact HUB (PCH) call centre team. You will be responsible for ensuring the accurate, efficient, and timely processing of referrals, helping to guide patients toward the most appropriate care options and supporting them in making informed decisions about their treatment pathways.
Success in this role requires a thorough understanding of the services we manage, including all referral pathways and transfer processes, with particular focus on current waiting list management.
As the PCH continues to develop and respond to changing demands, the ability to adapt quickly and remain flexible is vital. Our team is committed to delivering high-quality support not only to patients but also to the wider healthcare services that depend on our work.
Key Areas of Responsibility:
- Ability to work independently and proactively in a home-based setting, demonstrating self-motivation and regularly reporting on daily tasks, accomplishments, and any challenges encountered.
- Responsible for managing inbound calls to the Referral Support Service and proactively making outbound calls to support effective waiting list management and ensure continuity of patient care.
- To review referrals and ensure all necessary information is included to support an informed triage decision.
- To support and process onward referrals from the Primary Care Providers to Secondary Care.
- To play a key part in the transfer of patients from Secondary Care Waiting lists to Primary Care providers.
- To analyse and review patient information to ensure a patient is suitable for referral as well as suitable for the care settings when sending patient choice letters.
- To be able to arrange, cancel or amend Primary Care appointments, via System One and ERS and other NHS computer systems, in line with Government and Trust guidelines.
- To demonstrate humility, empathy, and professionalism when contacting patients identified for transfer of care, while also understanding and facilitating appropriate care settings and provider pathways.
- To be responsible for utilising System One, ERS, Ringcentral and DOCMAIL Systems in order to carry out a variety of functions, including :
- Validating patient demographic details and updating as necessary
- Making, changing or cancelling Primary & Secondary appointments
- Updating computerised records of patient information in line with departmental and hospital policies and procedures.
- Understanding all information contained on the system to assist patients and staff with queries on the telephone.
- Patient care is the most critical aspect of our role, you must be able to identify, investigate and report when this level of care falls short to your line manager.
- To continue striving to improve the service, making suggestions to the Patient Contact Hub Supervisor as necessary.
- To actively participate in the sharing of skills and experience, aiding the spread of good practice throughout the team.
- To be responsible for the cover of sickness and absence amongst team members, ensuring the service is maintained at the required level.
- To attend in-service training or meetings as directed by the Manager/Supervisor to ensure that skills and knowledge are kept up-to-date and appropriate to the post.
- To undertake any other duties in line with the grade as directed by the Supervisor.
- The post holder is responsible for the timeliness, accuracy and integrity of the data which is recorded on paper and electronic systems.
Important Notes
- This role description is not exhaustive and may be amended according to evolving business needs
- The position offers opportunities for cross-functional learning and development
- The successful candidate will play a vital role in supporting healthcare delivery to over 1.2m patients across Leicester, Leicestershire and Rutland
KEY WORKING RELATIONSHIPS
Patients
Team Leaders
General Practitioners & GP Surgeries
Primary Care Providers
Non UHL Secondary Care Providers
UHL Administration Staff
Person Specification
Analytical and Judgement skills
Desirable
- NHS booking guidelines and referral to treatment policy
Qualifications
Essential
- GCSE or equivalent English Language & Maths grade A to C
Desirable
- RSA II or equivalent word-processing
- NVQ (Customer Based) Level 2
Physical Skills
Essential
- Ability to sit for prolonged periods of time.
Planning and organisation skills
Essential
- Able to work independently as well as part of a team
Commitment to Trust Values and Behaviours
Essential
- Must be able to demonstrate behaviours consistent with the Trusts Values and Behaviours:
- Our Patients
- Put patients at the centre of all services
- Make a positive difference for our patients
- Respond to the needs of the local population
- Respect the value of public money
- Our Team
- Respect each other
- Trust one another
- Value each others contribution
- Empower our people
- Our Company
- Be a trusted company
- Be a caring company
- Be innovative, agile, and adaptive
- Always deliver
Experience
Essential
- 2 years in a busy office environment, including telephone answering duties
Desirable
- NHS experience of booking hospital appointments.
- Working knowledge of hospital systems.
- Call Centre/Switchboard
- e-Referral Service - System One and ERS
Communication and relationship skills
Essential
- Excellent telephone manner & communication skills
- Initiative, diplomacy, negotiating
- Ability to prioritise and organise workload
- Team work
Person Specification
Analytical and Judgement skills
Desirable
- NHS booking guidelines and referral to treatment policy
Qualifications
Essential
- GCSE or equivalent English Language & Maths grade A to C
Desirable
- RSA II or equivalent word-processing
- NVQ (Customer Based) Level 2
Physical Skills
Essential
- Ability to sit for prolonged periods of time.
Planning and organisation skills
Essential
- Able to work independently as well as part of a team
Commitment to Trust Values and Behaviours
Essential
- Must be able to demonstrate behaviours consistent with the Trusts Values and Behaviours:
- Our Patients
- Put patients at the centre of all services
- Make a positive difference for our patients
- Respond to the needs of the local population
- Respect the value of public money
- Our Team
- Respect each other
- Trust one another
- Value each others contribution
- Empower our people
- Our Company
- Be a trusted company
- Be a caring company
- Be innovative, agile, and adaptive
- Always deliver
Experience
Essential
- 2 years in a busy office environment, including telephone answering duties
Desirable
- NHS experience of booking hospital appointments.
- Working knowledge of hospital systems.
- Call Centre/Switchboard
- e-Referral Service - System One and ERS
Communication and relationship skills
Essential
- Excellent telephone manner & communication skills
- Initiative, diplomacy, negotiating
- Ability to prioritise and organise workload
- Team work
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
LLR Patient Care Locally Community Interest Company
Address
Office 2 and 3, Coalville Business Centre
Goliath Way
Coalville
Leicestershire
LE67 3FT
Employer's website
https://llrpcl.co.uk (Opens in a new tab)
