Patient Contact Agent

Job overview

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

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

Please be advised that 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.

Detailed job description and main responsibilities

• 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.
• 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 Trust.
• 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 of the role please see the attached job description.