Patient Contact Agent

2 weeks ago

Coventry, Coventry, United Kingdom University Hospitals Coventry and Warwickshire NHS Trust Full time

As a Patient Contact Agent, you will enjoy working directly with patients and/or customers to resolve their queries and recognise the importance of first class communication skills to achieve customer satisfaction.


The primary objective is to provide:
Excellent customer service

Effective and timely resolution of queries

To support the Trust in providing quality care to its patients


The post holder will be joining our Performance & Informatics (P&I) department, who are well respected and the largest of our corporate services.

The P&I portfolio encompasses Business Intelligence & Informatics, Information Systems Development, Clinical Coding, Data Quality, Patient Access and Cancer Services.


P&I work cross functionally to support the Trusts operational delivery of both national and internal targets which ensures the highest standards of patient care are delivered.

A robust Performance Management Framework is embedded across UHCW that tracks and evaluates progress and supports both operational and clinical governance frameworks.


New opportunities at a national level are being developed by P&I in areas of health inequality, waiting list management and system working.

Most notably working innovatively to develop the 'Health Equity and the Right to Treatment' (HEARTT) tool which culminated in being awarded the 'Innovation and Improvement in Reducing Healthcare Inequalities Award' at the prestigious Health Service Journal Awards in 2022.

Previous applicants need not apply.

Deal with all telephone calls relating to the outpatient appointment system, ensuring all calls are dealt with in a polite, pleasant, and professional

Book new and follow-up appointments according to the Patient Access policy ensuring that all appointments are made using Direct and Partial booking systems and within waiting time

Record patients on the patient administration system according to data quality standards and the Patient Acces

Please be advised that interviews are likely to take place on Friday 8th March 2024.


University Hospitals Coventry and Warwickshire NHS Trust, rated as good by the Care Quality Commission, is one of the largest teaching Trusts in the UK.


We are extremely proud of our employees across our hospital sites, with high quality patient care at the heart of everything we do.


Boasting some of the most modern facilities in Western Europe, the Trust is renowned for being at the forefront of research and innovation as part of its blossoming reputation as a worldwide leader in healthcare.


We are proud to be recognised as a Pathway to Excellence designated organisation - please click the link for further details about this prestigious award.

Pathway To Excellence - University Hospitals Coventry & Warwickshire )


By joining our exciting journey, you will form part of a passionate, talented team and will be able to access a wide range of learning and development opportunities.

There has never been a better time to join our team.


The Trust is committed to building an organisation that makes full use of the talents, skills, experience, and different perspectives available in our diverse society.

We want everyone to feel they are respected, valued, can achieve their potential and receive the most appropriate and relevant care.

We will create an environment where the equality and human rights principles of fairness, respect, equality, dignity and autonomy are promoted and are part of the organisation's core values.

Obtain confidential information from patients or their relatives and record this on the hospital's computerised

To cover the work of colleagues during periods of absence and peak

Ensure that all Trust wide standards are maintained and monitored to improve the quality and total care to all who come in contact with services provided by University Hospitals Coventry & Warwickshire NHS

Comply with the principles of risk management including health and safety legislation, promoting high standards and acting immediately on hazards or unsafe practices in conjunction with other

For further details of the job role please see attached job description.

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