Patient Access & Appointments Advisor

Contact Centre Advisor

Go back East and North Hertfordshire Teaching NHS Trust

The closing date is 27 February 2026

We are recruiting for a Contact Centre Advisor who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.

This role offers variety, challenge, and the opportunity to contribute directly to patient care by ensuring the smooth and efficient coordination of outpatient services.

As a Contact Centre Advisor, you will play a vital role in facilitating the patient journey from referral to clinic appointment. You will follow standard procedures and work under supervision responding to patient and GP queries via telephone and webchat, and using a range of specialised healthcare IT systems.

This position offers excellent career development opportunities within the NHS and serves as an ideal entry point for those looking to progress in healthcare administration.

The hours for this role are 08:30-16:30, Monday to Friday.

At the heart of everything we do are our core values:
Include, Respect, and Improve. We encourage you to embrace these values throughout the recruitment process and in your role with us.

The Contact Centre Advisor will answer contact centre enquiries using a variety of media methods (e.g. telephone and webchat) promptly and to agreed targets.

Provide help and guidance to patients (and / or their accompanying friends / relatives, Consultants, Nursing Staff and GP's) tailoring conversations to their needs ensuring they are at the heart of everything you do.

In accordance with the Trust Access Policy ensure patients are contacted via telephone or letter to confirm outpatient appointment dates, recording all transactions on the Lorenzo appointment system.

Respond to patient enquiries which may include cancelling and/or rescheduling appointments.

Undertake duties with tact and diplomacy, diffusing difficult situations and dealing with confrontation as necessary.

Accurately capture patient communications and actions within the PRM (Patient Relationship Management) to ensure a clear, auditable patient contact history.

At East and North Hertfordshire Teaching NHS Trust, we are proud of the range of general and specialist services we provide and our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible and innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.

We run the following hospitals:

• The Lister Hospital, Stevenage
• New Queen Elizabeth II (New QEII), Welwyn Garden City
• Hertford County, Hertford

We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation and our staff and patients are at the heart of delivering this ambitious agenda.

We are committed to a positive work life balance for our employees. This means that any employee is entitled to seek to work flexible working patterns and we are committed to listen and consider all requests. Such requests, of course, have to be made and considered formally, and will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.

Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role.

• Evidence of experience of office duties
• Experience in dealing with the public/reception type role
• Experience of Lorenzo appointment system
• Previous employment in a health-care setting

• Able to demonstrate good communications skills - verbal and written
• To work in an organised, methodical manner
• Be flexible and able to prioritise workload
• Evidence of working as an active and supportive team player

• Good understanding of how their current skills apply to this clerical role
• Knowledge of Trust's Access Policy
• Knowledge of the hospital, support departments and patient pathway

• Understanding of, and commitment to, equality, diversity and inclusion
• Role model our Trust values every day
• Able to work with people at all levels of an organisation

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.

East and North Hertfordshire Teaching NHS Trust