Call Agent

Job summary

To work within a lively inbound and outbound telephone contact centre, providing a professional patient referral and appointment booking service to patients, carers and health care professionals using electronic systems. Communicating related information and advice in accordance with Trust guideline, policies, and procedures.

Work in conjunction with colleagues, service users and stakeholders to provide an efficient clerical support service. To ensure positive promotion of University Hospitals Coventry and Warwickshire NHS Trust values and vision.

Please be advised sponsorship is not eligible for this post.

Closing Date: Please be advised that this job advert will close as soon as sufficient applications have been received. Please apply for this job as soon as you can, if interested.

Main duties of the job

1. Be responsible for dealing with inbound and outbound calls from patients, carers, and health care professionals in a proficient manner.
2. Dealing with routine enquiries, referrals and appointment booking taking appropriate action as necessary.
3. To ensure the confidentiality of all client/patient records is always maintained.
4. Act as first point of contact for complaints within the team, dealing with them accordingly, and in line with Trust policy, escalating as necessary.
5. To undertake other routine departmental tasks, including photocopying, shredding, data entry, archiving and establishing and maintaining filing systems.

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 (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.