Senior Patient Contact Agent

3 weeks ago

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

We have an exciting opportunity for two individuals to join the Patient Access team as Senior Patient Contact Agents.

As a Senior 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 whilst also supporting the Patient Contact Agents in training and development and auditing their work.

The primary objective is to provide;
- Excellent customer service
- Effective and timely resolution of queries received
- To support the Trust in providing quality care to its patient

The Patient Contact Centre provides an outpatient appointment booking and information service to patients and health care professionals across Coventry and Warwickshire.

The Patient Contact team is looking for enthusiastic and self-motivated people to join our team dealing with patient enquiries over the phone and supporting the Patient Contact Agents with training and regular audits of their work to ensure consistency in providing excellent customer service across the team.

You will be working within a lively inbound call centre acting as the first point of contact for patients, GP Practices and colleagues from across the trust that require assistance with their outpatient clinic appointment.

**Requirements**:

- Previous experience in a customer service role
- Excellent telephone manner
- Excellent customer care skills
- Attention to detail
- Good communications skills
- Ability to work both independently and as part of a team
- Good organisational skills
- Flexible in approach to work
- Excellent IT skills, with experience of word processing and excel data entry

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 (uhcw.nhs.uk)

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.

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

Act as first point of contact for the Patient Contact Agents support with their escalation and queries.

Complete Patient Contact Agent introduction, training and regular audits of their work to ensure consistency in providing excellent customer service across the team.

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 targets.

Record patients on the patient administration system according to data quality standards and the Patient Access Policy.

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

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

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

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