Overview
The post holder will be joining our Performance & Informatics (P&I) department, which is 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 works cross-functionally to support the Trust’s operational delivery of national and internal targets, ensuring the highest standards of patient care. 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, including the innovative development of the ‘Health Equity and the Right to Treatment’ (HEARTT) tool, which culminated in the Innovation and Improvement in Reducing Healthcare Inequalities Award at the Health Service Journal Awards in 2022.
As a Patient Contact Agent, you will work directly with patients and/or customers to resolve queries, recognising the importance of first-class communication to achieve customer satisfaction. The primary objectives are to provide:
* Excellent customer service
* Effective and timely resolution of queries
* To support the Trust in providing quality care to its patients
Responsibilities
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.
4. Obtain confidential information from patients or their relatives and record this on the hospital’s computerised system.
5. Cover the work of colleagues during periods of absence and peak workloads.
6. 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.
7. 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.
Additional information
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 award: Pathway To Excellence ® - University Hospitals Coventry & Warwickshire (uhcw.nhs.uk).
By joining our journey, you will be part of a passionate, talented team and will have access to 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.
For further details please see the attached job description. Closing Date: This advert closes when sufficient applications have been received. Sponsorship is not available for this post. This advert closes on Tuesday 17 Mar 2026.
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