Patient Contact Agent - Band 2

Main area
Booking Centre
37.5 hours per week
Job ref
University Hospitals Coventry and Warwickshire
£15,404 - £18,157 per annum
26/07/2018 23:59

University Hospitals Coventry and Warwickshire is located in the West Midlands and is home to one of the largest teaching hospitals in England. Our mission to Care, Achieve and Innovate is demonstrated in our reputation for innovation, teaching and research and high quality patient care. University Hospital in Coventry is one of the most modern healthcare facilities in Western Europe with £200 million of new medical and research equipment and a hospital that is at the forefront of digital imaging and technology.

We provide general acute hospital services to approximately 500,000 people from Coventry and Rugby and specialist hospital services to over one million people from Coventry, Warwickshire and beyond. The Trust has a revenue budget of approximately £473 million, we employ 5,639 staff, manage 1,380 beds and 32 operating theatres.

The Trust is made up of the following hospitals:
University Hospital Coventry 
Hospital of St Cross – Rugby 

University Hospitals Coventry and Warwickshire NHS Trust

Core Services Division – Booking Centre

Booking Centre Vacancy

We currently have a vacancy for a full time Call Agent within our Patient Contact Team in the Booking Centre at the University Hospitals Coventry and Warwickshire NHS Trust, based at University Hospital, Coventry.

The Booking Centre provides an outpatient appointment booking and information service to patients and health care professionals across Coventry and Warwickshire.

The Patient Contact team is looking for enthusiastic and self-motivated people to join our team dealing with patient enquiries over the phone. You will be working within a lively inbound call centre acting as the first point of contact for patients, GP Practices and colleagues from across the trust that require assistance with their outpatient clinic appointment.


• Previous experience in a customer service role
• Excellent telephone manner
• Excellent customer care skills
• Attention to detail
• Good communications skills
• Ability to work both independently and as part of a team
• Good organisational skills
• Flexible in approach to work
• Excellent IT skills, with experience of word processing and excel data entry

Our opening hours are 8:00am–6:00pm Monday to Friday and 8:30am-2:00pm Saturday.

The successful candidate will be required to work Saturday's on a rota basis.

Closing Date:
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.

Recruiting to Values

To ensure that we provide world-class patient care, UHCW recruits people that can demonstrate the Trust’s Values and Behaviours in their everyday life. Therefore, if you are invited to interview, you will be undertaking a Values Based Interview/Assessment, which explores not only what you do but how and why you do it.

Before applying, we encourage you to review the Trust’s Values and Behaviours Framework and Values Based Recruitment Factsheet which can be accessed on the right side of this page under the job description.

The Supporting Information Section in your application should therefore reflect your understanding of the Trust’s Values and associated Behaviours. You will be expected to provide us with examples from work experience and/or personal life which demonstrate these values through your behaviour.

No smoking policyPositive about disabled peopleImproving working livesAge positive

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Documents to download

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Apply online now

Further details / informal visits contact

For an informal discussion about this role please contact Michelle Allan on 02476968544.

If you have problems applying, contact