Service Advisor

As a Service Advisor, you'll be part of a supportive team helping patients access the care and information they need. You'll manage a variety of inbound and outbound calls, support patients throughout their healthcare journey and work closely with healthcare professionals and services to ensure patients receive the right care at the right time. Handle inbound and outbound calls, accurately capturing and updating information on clinical systems. Support patients and healthcare professionals with enquiries, guidance and service information. Conduct patient safety calls to patients awaiting clinician contact and escalate any concerns appropriately. Complete patient triage within your scope of training, following established protocols and procedures. Signpost callers to the most appropriate healthcare services using available resources and guidance. Liaise with healthcare providers and external services to share updates, confirm referrals and support patient care. Communicate with empathy and professionalism, including when supporting vulnerable or distressed callers. Support safeguarding responsibilities by recognising and escalating concerns in line with local procedures. Contribute to service quality, team performance and continuous improvement initiatives.

Handle inbound and outbound calls, accurately capturing and updating information on clinical systems.

Support patients and healthcare professionals with enquiries, guidance and service information.

Conduct patient safety calls to patients awaiting clinician contact and escalate any concerns appropriately.

Complete patient triage within your scope of training, following established protocols and procedures.

Signpost callers to the most appropriate healthcare services using available resources and guidance.

Liaise with healthcare providers and external services to share updates, confirm referrals and support patient care.

Communicate with empathy and professionalism, including when supporting vulnerable or distressed callers.

Support safeguarding responsibilities by recognising and escalating concerns in line with local procedures.

Contribute to service quality, team performance and continuous improvement initiatives.

Previous experience in a customer service, contact centre, healthcare or patient-facing role.

Excellent communication and listening skills, with the ability to build rapport and show empathy.

Strong attention to detail and the ability to accurately record and manage information.

Confidence using computer systems and working across multiple applications.

The ability to remain calm and professional when managing sensitive or challenging situations.

Strong organisational skills and the ability to prioritise effectively in a busy environment.

A team-focused approach and commitment to delivering outstanding service.

A willingness to complete all required training and develop into a future Health Advisor role.

At Practice Plus Group, we’re proud to be one of England’s leading independent NHS providers, revolutionising Integrated Urgent Care (IUC) with a fresh, innovative approach. We bring together NHS 111 call centres, clinical assessment services, and urgent care to ensure patients get the right care at the right time, in the right place. We treat everyone—patients and colleagues alike—how we’d want to be treated, and we are always striving to do things better, together. We embrace diversity and work as one big team to create a high-quality, caring experience for all. More about us

If you thrive in a compassionate, fast paced environment and are driven by making a meaningful difference, we’d love to hear from you!

For more information, please email Sarah on [email protected]

Please note, candidates are required to have full eligibility and unrestricted right to work in the UK. We are unable to offer sponsorship for this position. All offers of employment are contingent upon the receipt of satisfactory references and a DBS check

Practice Plus Group is committed to creating a diverse environment and we are proud to be an equal opportunity employer.