Contact Agent
| Posting date: | 18 December 2025 |
|---|---|
| Salary: | £24,937.00 to £26,598.00 per year |
| Additional salary information: | £24937.00 - £26598.00 a year |
| Hours: | Full time |
| Closing date: | 28 December 2025 |
| Location: | Leamington Spa, CV32 7SF |
| Company: | NHS Jobs |
| Job type: | Contract |
| Job reference: | C9203-25-0657 |
Summary
Negotiate Patient referrals and tasks for all the Out of Hospital community teams, working against agreed protocols, procedures and pathways either via telephone or e-mail. Ensure all relevant patient information is recorded on the Trusts EMIS system and updated accordingly, including any tasks or information sent through to any of the services. To be the first point of contact for the Trust Out of Hospital community services patients, answering calls and e-mails in a professional and polite manner. Demonstrating effective listening, direct questioning and summarising skills. Work flexibly and provide cross cover for colleagues in the Department including working on a shift system which covers 08:00-20:00 7 days per week. Deal with day-to-day enquiries from patients, Relatives, GPs, Care Homes, Acute Staff and other staff within the Trust in a professional and calm manner. Complete referrals and tasks as per guidelines and procedures ensuring key information is followed and sent to the correct area and team Complete referrals and tasks as per guidelines and procedures ensuring key information is followed and sent to the correct area and team Strict adherence to answering calls and emails and responding with non-clinical advice, resulting in a referral or task as required, is completed in a timely manner Effectively use both EMIS and Netcall alongside developing skills and knowledge to contribute to the development of the iSPA Team. Complete referrals and tasks for any specialised equipment in a timely manner to ensure equipment is available for Patient at home. Ensure all Patients are dealt with in line with the iSPA and Community Services Policies. Ensure Urgent Patients on a 2 hour or Urgent visit are dealt with in a timely manner to either transfer to ICC or an Urgent referral is sent through to the Community Urgent Response Teams. Communication: Update Patients on their appointments along with any relevant information or changes required. To provide non clinical advice regarding procedures & processes to the patient as per their individual requirements. To seek further advice from the ICC Clinicians if required. Liaise with patients to ensure they receive relevant information regarding the booking process with telephone & E mail contacts. Liaise with OOH Community Teams on iSPA activity and workloads highlighting any concerns Service Improvement/ Team Development Be involved in the development & revision of protocols & processes as required. To participate in the training and induction of new starters and work experience Data Quality Ensure any data entries are accurate and good record keeping is always maintained. Monitor patient e-mails and chatbot requests in a timely manner, making sure all actions are completed within the set timeframes. Postholder to ensure they adhere to all information Governance requirements and managing confidential information.