Patient Care Advisor

Please Note: The opening hours are 8am-8pm with a rotating shift pattern, 1 in 4 weekends is required (Sat & Sun 8am-1pm) which is given back in lieu.

Are you passionate about delivering outstanding customer service and supporting patients through their healthcare journey? Vista Health is looking for a Patient Care Advisor to join our dedicated team, helping patients and clients access diagnostic services quickly, efficiently, and with exceptional care.

As a Patient Care Advisor, you will play a vital role in managing the patient journey from referral through to appointment booking and reporting. You will work closely with patients, solicitors, medico-legal clients, clinicians, and internal stakeholders to ensure a seamless experience while meeting service standards and delivering excellent customer care.

This is a fast-paced and rewarding role where strong communication skills, attention to detail, and a patient-focused approach are essential.

Key Responsibilities

• Respond to telephone and email enquiries from patients, solicitors, and medico-legal clients.
• Convert referrals and enquiries into booked appointments.
• Provide accurate information regarding services, pricing, and appointment availability.
• Book appointments in line with service and utilisation best practice.
• Deliver a high standard of customer service across every interaction.
• Accurately maintain patient and client records across internal systems.
• Ensure all activities comply with GDPR and information governance requirements.
• Identify and understand patient needs, offering the most appropriate solutions and services.
• Manage challenging conversations professionally and empathetically.
• Work collaboratively with colleagues to ensure service level agreements (SLAs) are achieved.
• Support continuous improvement initiatives and contribute positively to team performance.

What We're Looking For

Essential Experience

• Previous experience in a customer service, patient-facing, or contact centre environment.
• Experience handling challenging situations and objection resolution.
• Strong administrative skills with excellent attention to detail.
• Good working knowledge of Microsoft Outlook and Word.
• Experience managing multiple tasks in a fast-paced environment.

Key Skills & Attributes

• Exceptional verbal and written communication skills.
• Empathetic, caring, and patient-focused approach.
• Professional and confident when dealing with sensitive or emotional situations.
• Strong organisational and time management skills.
• Reliable, resilient, and self-motivated.
• Ability to work effectively both independently and as part of a team.
• Positive attitude with a willingness to learn and continuously develop.
• High level of accuracy, including excellent spelling, grammar, and written communication.