Patient Contact Agent

6 months ago

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

As a Patient Contact Agent, you will enjoy working directly with patients 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 Ophthalmology department, who are well respected and one of the largest Speciality's in the Surgery Group. Ophthalmology over arches multiple sub-speciality services such as Oculoplastic, Medical Retina, Corneal, VR, Paediatric Ophthalmology, Optometry and Orthoptics, compromising of a large Clinical Team. As a patient contact agent, you will be a key member of the large admin team.

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 the correct booking systems and within waiting time

To act as a point of contact to ensure all enquiries are effectively managed and successfully resolved within a prompt timescale, ensuring all relevant personnel are informed as necessary and an appropriate record is maintained.

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

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.

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

Ordering stationary for the admin team.

Arranging support services for patients when attending appointments, for example interpreters and transport.

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 staff

For further details please see the attached job description.

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