Senior Patient Contact Agent

3 weeks ago

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

Job summary

As a Senior Administration Officer, you will enjoy working directly with patients to resolve their queries and recognise the importance of first-class communication skills to achieve patient satisfaction. 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 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.

Main duties of the job

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.

This job advert will close as soon as sufficient applications have been received.

Please be advised that interviews will take place on 13th and 14th June 2024.

About us

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.

Job description

Job responsibilities

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 entryOur opening hours are 8:00am6:00pm Monday to Friday and 8:30am-2:00pm Saturday. The successful candidate will be required to work Saturdays on a rota basis.

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 hospitals 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.

Person Specification

Qualification/Training

Essential

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Desirable

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Experience

Essential

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Desirable

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Knowledge

Essential

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Desirable

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Skills & Abilities

Essential

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Desirable

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