Job summary
- Main area
- Admin and Clerical
- Grade
- NHS AfC: Band 3
- Contract
- Permanent
- Hours
- Full time
- Part time
- Flexible working
- Job ref
- 357-LN-729-26-B
- Employer
- United Lincolnshire Teaching Hospitals NHS Trust
- Employer type
- NHS
- Site
- Beech House
- Town
- Lincoln
- Salary
- £25,760 - £27,476 per annum
- Salary period
- Yearly
- Closing
- 03/11/2026 23:59
Employer heading
Patient Service Advisor- Band 3
NHS AfC: Band 3
We recognise that outstanding care can only be delivered through our people. We want to attract people who can help us deliver our vision. We want in return to help people achieve what they wish in their careers in the NHS at ULTH.
We are always keen to welcome highly skilled, committed and compassionate individuals to our hospitals – people who put patients at the heart of everything they do and are ready to help us achieve our vision.
Our Group values guide everything we do. They are:
· Compassionate - We care about people - Compassionate is the act of showing empathy, kindness, and respect to others, recognising their individual needs and circumstances. It involves listening, understanding, and supporting others in a way that makes them feel valued, safe, and cared for.
· Collaborative - We work together as a team - Collaborative is working inclusively and respectfully with others to achieve shared goals. It involves open communication, valuing diverse perspectives, and building trust to create a supportive and effective team environment.
· Innovative - We strive to improve - Innovative is the process of exploring new ideas, approaches, and technologies to improve care, services, and working practices. It involves creativity, curiosity, and a willingness to take risks in a safe and supportive environment.
If you believe in them too, then you are ready to join the ULTH team.
We’ve taken great pride in building working environments where staff always feel valued, cared for and part of a team. Without doubt this is a challenging yet very rewarding job that is at the centre of health and care in Lincolnshire - making a positive difference to our patients.
Our Trust is situated in the beautiful county of Lincolnshire and is one of the biggest acute hospital trusts in England, serving a population of more than 700,000 people. We provide acute and specialist services to people in Lincolnshire and neighbouring counties. We have an annual income of £710 million (22/23) and we employ nearly 8,600 people.
Our Group Board have recently agreed a new vision statement – “Caring and building a healthier future for all” – stating their ambition for our Trust and the wider group to be among the best.
We also have a five year Integrated Improvement Plan setting out how we will achieve our strategic objectives, for patients, services, people and partners, the last recognising that our future success depends on our ability to ensure the Lincolnshire healthcare system is successful in achieving its ambition to help people live healthier lives and provide care closer to where people live.
Our latest CQC report increased our ratings for being effective and well-led from ‘Requires Improvement’ to ‘Good’. Our rating for caring remained as ‘Good’.
This is in recognition of the huge amount of work that our amazing staff have done to improve the quality of care for our patients in recent years.
We are committed to helping our staff balance their work and home lives and ensure they feel supported, valued and appreciated.
So, what is in it for you?
- Flexible working: Depending on the needs of your role, we will consider requests for flexible and/or part-time working for whatever reason you should need it. We recognise flexible working will not look the same for everyone, because it depends on the nature of the role and the needs of the individual.
Types of flexibility could include:
- Part-time - less than 37.5 hours per week.
- Off-site/remote working - working from home or other sites for part or all the week.
- Compressed hours – usually full-time hours but over fewer days or shifts.
- Staggered hours – having different start and finish times.
- Set shift patterns – to allow for predictability
- NHS Pension: A generous and flexible pension scheme with contributions from us as your employer fully protected against inflation and guaranteed by the government
- Annual Leave: Starting at 27 days a year, rising to 33 days after 10 years plus eight bank holidays (for staff covered by Agenda for Change) For Medical Workforce positions (Consultant and Specialty Doctor), the full-time entitlement commences from 32 days per annum. For all other Medical Workforce positions, the full-time entitlement commences from 27 days per annum.
- Bank working: The chance to work extra hours at enhanced rates and we will pay you weekly too, ideal if your income needs a quick boost.
In addition, there is more.
- Family & Childcare: Including on-site nurseries at Lincoln County Hospital and Pilgrim Hospital Boston, maternity, paternity, adoption & shared parental leave following a set period of employment.
- Health & Wellbeing: including counselling, mental health first aid, physiotherapy, eye tests.
- Learning & Development including Lincolnshire Talent Academy, leadership training, medical education, clinical education, Lincolnshire clinical research
- Financial support and benefits including Cycle2Work, car lease scheme, home electronics. Free on-site parking and free tea and coffee and the ability to save and borrow through your salary.
- Rewards & Recognition including staff awards, long service awards, retirement awards, examples of excellence and staff lottery.
Enjoy a better quality of life in one of the UK’s most welcoming counties. Whether you’re taking the first exciting steps in your career, itching for a new challenge or searching for a better place to raise a family, Lincolnshire welcomes everyone. Discover a range of rewarding health and social care careers in a county that’s friendly, fascinating, affordable and brimming with everything you need to live a happy life.
Job overview
As a Patient Services Advisor, you will play a key role in ensuring patients receive timely, efficient, and compassionate support throughout their healthcare journey. The role focuses on coordinating patient care pathways, managing appointments and elective procedures, and acting as a central point of contact between patients, clinical teams, and healthcare services.
You will be responsible for supporting patients from referral through to treatment by scheduling and managing appointments, monitoring patient pathways, responding to enquiries, and ensuring all information is communicated accurately and promptly. Working within Patient Service Hub Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and Trust policies, you will help maintain high standards of patient experience while supporting performance targets such as Referral to Treatment (RTT) and Cancer Waiting Time (CWT) standards.
The role requires excellent communication, organisational, and administrative skills, with a strong focus on patient-centred care. You will use healthcare information systems to record and monitor patient activity, manage booking tasks, identify potential pathway risks, and escalate issues appropriately to supervisors. By working collaboratively with patients, clinicians, and wider healthcare teams, you will contribute to the effective delivery of safe, high-quality healthcare services.
Please note previous applicants need not apply.
Main duties of the job
·
- Coordinate patient pathways and elective care activities to ensure timely access to appointments and procedures.
- Schedule, monitor, and manage outpatient appointments, admissions, and treatments in accordance with SOPs and SLAs.
- Provide patients with accurate and timely information regarding appointments, procedures, and care pathways. Respond to patient enquiries and assist with appointment rescheduling or cancellations when required.
- Maintain effective communication between patients, Patient Service Hubs, clinical teams, and external healthcare providers.
- Record, update, and report patient and performance data using Trust information systems. Monitor booking worklists and action tasks within required timescales.
- Identify and escalate operational issues, RTT risks, and CWT risks to supervisors. Support service performance by meeting reporting deadlines and highlighting potential breaches or concerns.
- Ensure compliance with Trust policies, Elective Access Policy, Standard Trust Administration Guidelines (STAGS), and relevant healthcare regulations.
Working for our organisation
United Lincolnshire Hospitals NHS Trust has been granted teaching hospital status, after demonstrating evidence to significant teaching commitment. From now on it will be known as United Lincolnshire Teaching Hospitals NHS Trust.
Lincoln Hospital is a thriving university city and with the opening of the medical school, it provides all major specialties and a 24-hour major accident and emergency service.
Pilgrim Hospital is situated in beautiful countryside and serves the communities in the South Lincolnshire area. It provides all major specialties and a 24-hour major accident and emergency service.
Grantham and District Hospital serves the communities of Grantham and the local area. It provides ambulatory paediatric and accident and emergency services.
Lincolnshire Community Health Services NHS Trust (LCHS) and United Lincolnshire Hospitals NHS Trust (ULHT) have come together in a Group arrangement, with the goal of improving the care provided to patients across the county.
This will not constitute a formal merger of the two organisations, but will bring the Trusts together under a single Board and Executive Leadership Team, with the goal of improving the care that is provided to patients both in the community and in hospitals across Lincolnshire. Both Trusts will retain their separate statutory names and legal obligations.
The Group will be known as Lincolnshire Community and Hospitals NHS Group (LCHG).
Detailed job description and main responsibilities
Booking Patients
To support with booking patient appointments including Outpatients, Cancer/Diagnostic appointments, Elective theatre procedures.
To support with rescheduling patient appointments/procedures cancelled by the patient, when required, ensuring adherence to the Access Policy.
To support with rescheduling patient appointments/admissions cancelled by the hospital, when required, ensuring they have been approved by the Clinic Management & Performance Team (following agreed service level agreement (SLAs and SOPs).
To monitor appointment slot/theatre slot capacity (via empty slot reports) to ensure slots are filled if they become available.
To prioritise and manage own workload and ensure that patients are booked in chronological and clinical priority (or as specified in Elective Access Policy).
To liaise with the Cancer Centre team to ensure patients on a two week wait (2WW) pathway are appropriately managed post-appointment.
To fill short‑notice clinic slots and contact patients to offer alternative appointments where needed.
To book urgent appointments and procedures e.g within set timeframe / with other considerations when required.
Patient Contact
To contact patients, either via telephone, SMS or letter within agreed protocols, with information relevant to their appointment, procedure or any other related subject.
To answer any inbound queries via relevant channels and to transfer to a different team or Patient Service Supervisor as and when required.
To produce post-appointment clinical letters using clinician dictations and coordinating timely delivery to GPs/referrers/patients/patient deputies.
To signpost patients to correct services, where appropriate.
To perform non-clinical triage (e.g. if red-flag symptoms are disclosed by patient) and escalate for clinical triage or another appropriate route as defined in the Patient Services Hub SOPs.
To ensure any patient accessibility requirements (such as transport or translator needs) are recorded appropriately and any associated admin to facilitate these requirements is completed.
To communicate with patients, or their representatives, in a clear, compassionate manner.
Person specification
Qualifications
Essential criteria
- GCSE Grade C and above in Maths and English or equivalent
- Experience and training to NVQ Level 3 or equivalent
Desirable criteria
- Computer Literacy and Information Technology (CLAIT)
- Basic knowledge of Medical Terminology
Previous experience
Essential criteria
- Experience of customer care or experience of working in an office environment
- Experience of using Microsoft Office to include Excel and Outlook
Desirable criteria
- Knowledge or experience of NHS working
Specific Requirements
Essential criteria
- Ability to maintain confidentiality
- Ability to work effectively within a large team or individually
- Ability to work effectively under pressure and meet tight deadlines
- Ability and willingness to work flexibly.
- Ability to cope with sometimes distressing/emotional situations.
Evidence of Particular
Essential criteria
- Ability to evidence/demonstrate key values and behaviours in line with the Trust framework
- Ability to prioritise and organise own workload
- Ability to work on own initiative
- Excellent oral and interpersonal communication skills, written and verbally, with ability to demonstrate fluency, clarity and effectiveness at all levels
- Attention to detail and accuracy
Employer certification / accreditation badges
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Applicant requirements
This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.
Application numbers
Documents to download
Further details / informal visits contact
- Name
- Emma Cripps
- Job title
- PSH Personal Assistant
- Email address
- [email protected]
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