Patient Contact Agent

Job summary

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.

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 received.
• To support the Trust in providing quality care to its patients

Main duties of the job

1. Deal with all telephone calls relating to the outpatient appointment system, ensuring all calls are dealt with in a polite, pleasant, and professional manner.
2. 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.
3. Record patients on the patient administration system according to data quality standards and the Patient Access Policy

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.