University Hospitals Coventry and Warwickshire NHS Trust
Patient Contact Agent
The closing date is 17 March 2026
The post holder will be joining our Performance & Informatics (P&I) department, which is 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 Trust’s operational delivery of both national and internal targets, ensuring 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, the innovative development of the ‘Health Equity and the Right to Treatment’ (HEARTT) tool 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 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:
* Effective and timely resolution of queries received.
* 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.
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 respected, valued, able to achieve their potential and to 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 responsibilities
* Obtain confidential information from patients or their relatives and record this on the hospital's computerized system.
* 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 please see the attached job description.
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.
Person Specification
Qualifications
* See supporting documents
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Experience
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Knowledge
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Skills
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Commitment to Trust Values and Behaviours
* See supporting documents
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer name
University Hospitals Coventry and Warwickshire NHS Trust
Address
University Hospitals Coventry and Warwickshire
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