Patient Triage Advisor job at Dartford Full Time NEW

Background

TBC Healthcare is an award-winning provider of Tier 2 & 3 multidisciplinary specialist weight management services. The organisation has been providing the NHS with services for adults, children, young people, and their families living with obesity in London and the South of England since 2009. We set out to empower, motivate, and inspire people to manage their weight and make lifestyle changes that enable them to reach their full potential. We offer a fully comprehensive, clinically led service, incorporating dietetic, activity, and behaviour-change support. Our patients are at the heart of our service, and we offer flexible treatment to suit all needs.

Purpose of the Role

The Patient Triage Advisor plays a vital role in the smooth running of the weight management service by ensuring that patients are well prepared for their first dietitian appointment. Working remotely, the post-holder will conduct structured telephone pre-appointment calls with patients, gathering key clinical and personal information to support the dietetic team in delivering a high-quality, person-centred consultation from the outset.

This role sits within the wider Patient Care Team and contributes directly to an efficient and responsive patient pathway.

Key Responsibilities

Pre-Dietetic Calls

• Contact patients ahead of their first dietitian appointment by telephone or video call to conduct a structured pre-appointment information gathering call.
• Collect key clinical and lifestyle information, including current weight, height, relevant medical history, current medications, dietary habits and any relevant psychosocial factors, using a standardised data collection framework.
• Record all information accurately and in a timely manner within the patient management system (PPS)
• Ensure patients are aware of what to expect at their first dietitian appointment and answer routine queries, escalating clinical questions to the appropriate team member.
• Confirm appointment details with patients and ensure any access or communication needs are documented.

Patient Coordination & Administration

• Manage a daily caseload of pre-dietetic calls, prioritising effectively to meet service targets.
• Liaise with the wider clinical and administrative team to flag any concerns identified during the calls, including safeguarding or urgent clinical issues.
• Maintain accurate and up-to-date patient records in line with data protection legislation and organisational policy.
• Support the scheduling and coordination of first dietitian appointments where required.
• Participate in team meetings, supervision, and training as required.

Quality & Compliance

• Adhere to all TBC Healthcare policies and procedures, including information governance, confidentiality, and lone working policies applicable to remote working.
• Contribute to the continuous improvement of pre-dietetic processes by providing feedback to the Lead Services Manager.
• Complete mandatory training as required by the organisation.

Criteria

QUALIFICATIONS & TRAINING

Essential: Educated to GCSE level or equivalent, including English and Maths

Desirable: Relevant healthcare, administration, or customer service qualification

EXPERIENCE

Essential: Experience in a patient-facing, telephony, or administrative role

Desirable: Experience of working in an NHS or healthcare/social care setting

Desirable: Experience in managing a high-volume caseload or appointment system

Desirable: Experience of working with people living with obesity or long-term conditions

SKILLS & KNOWLEDGE

Essential: Excellent verbal communication skills, including active listening

Essential: Able to gather and accurately record sensitive information in a structured way

Essential: Confident using digital systems and patient management software

Essential: Able to work independently and manage own workload without direct supervision

Essential: Understanding of confidentiality and data protection principles

Desirable: Knowledge of weight management or dietetic pathways

PERSONAL ATTRIBUTES

Essential: Empathetic, non-judgemental, and patient-centred approach

Essential: Reliable and self-motivated with the ability to work remotely

Essential: Commitment to equality, diversity, and inclusion

What We Offer

• The opportunity to work in an exciting and innovative organisation, making a real difference to patients’ lives.
• Full remote working set-up from home, with a structured induction and ongoing team support.
• Training and development opportunities.
• 25 days annual leave plus bank holidays.
• Competitive salary.
• Access to an Employee Assistance Programme.
• A values-driven organisation committed to equality, diversity, and inclusion.

Pre-employment screening will be undertaken, including references and a DBS check conducted by TBC Healthcare.

TBC Healthcare is committed to safeguarding and promoting the welfare of patients and expects all staff to share this commitment.

Application question(s):

• Do you have a car to travel to Head Office in Dartford?
• Are you willing to work from Head office in Dartford when required?
• Do you have experience of Healthcare?
• Do you live within 30 minutes drive of Dartford, Kent?

Licence/Certification:

• Driving Licence (required)

Location:

• Dartford, Kent (required)

Willingness to travel:

• 25% (preferred)

Work Location: Remote