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
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.
Please note that there are 2 x 37.5 hours per week positions and 1 x 30 hours per week position.
1. Dealwithalltelephonecallsrelatingto the outpatientappointmentsystem, ensuringallcalls are dealt within apolite, pleasant, and professionalmanner.
2. Book newandfollow-upappointmentsaccordingtothePatient Access policyensuringthat allappointmentsare made using DirectandPartial booking systemsandwithinwaiting timetargets.
3. Record patientsonthe patientadministrationsystem accordingtodata quality standardsandthe Patient AccessPolicy.
4. Obtain confidential information from patientsortheir relativesandrecordthisonthehospital’scomputerisedsystem.
Please note there is a proposed interview date of 17th and 18th December
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.
5. Tocovertheworkofcolleaguesduringperiodsofabsenceandpeakworkloads.
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 NHSTrust.
7. Comply withtheprinciplesofrisk management includinghealthandsafety legislation, promoting highstandardsand acting immediatelyonhazardsorunsafe practicesinconjunction with otherstaff.
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.
For further details please see the attached job description.
This advert closes on Monday 9 Dec 2024