Patient Contact Assessor

UHCW; Rugby; On-site; GBP 26,000 - 27,000; Full time

Job summary

University Hospitals Coventry and Warwickshire NHS Trust in Rugby is seeking a Patient Contact Assessor to support the Lung Cancer Screening programme. You will conduct telephone risk assessments, schedule Low Dose CT scans, and provide empathetic patient support within a six-day service.

The role requires strong communication skills, experience in a fast-paced NHS environment, and a commitment to patient care across diverse backgrounds.

Qualifications

• GCSE English Language and Mathematics (A-C).
• NVQ3 in Administration or Customer Service or equivalent or working towards.

Responsibilities

• Conduct proactive telephone screening to assess lung cancer risk.
• Book appointments for eligible patients at local mobile scanning clinics.
• Provide compassionate and professional communication with patients.
• Assist patients with booking Low Dose CT scan appointments.
• Monitor patients who DNA their Lung Health Check appointments.
• Implement rebooking processes and identify barriers to attendance.
• Collaborate with multidisciplinary teams and escalate high-risk cases.

Skills

Communication skills

Customer service

Empathy

Telephone screening

Teamwork

Education

GCSE English Language

NVQ3 in Administration or Customer Service

Tools

Excel

PAS (Patient Administration System)

Healthcare information systems

Job description

Main area Lung Cancer Screening Grade NHS AfC: Band 3 Contract Fixed term: 18 months (Secondment will be considered for internal candidates – If you are successful after interview, you must obtain approval from your current line manager to accept the offer.) Hours Full time - 37.5 hours per week (The service operates six days a week, and this role requires working shifts: Monday – Friday: 0800-2000 Saturday: 0900 – 1300) Job ref 218-ACS-B3-8315883-A

Site Hospital of St Cross Town Rugby Salary £25,760 - £27,476 per annum Salary period Yearly Closing 20/11/2026 23:59

Job overview

The primary goal of the Lung Cancer Screening (LCS) Programme is to facilitate the early detection of lung cancer, saving lives. The National Screening Committee has reviewed evidence from pilot sites and approved the programme for national implementation from 2028/29.

The Lung Cancer Screening Patient Contact Assessor (PCA) plays a crucial role in delivering the programme to eligible individuals. This programme is open to individuals aged 55-74 with a history of smoking, who are registered with a participating GP practice. Through telephone screening, PCAs assess patient risk using an accredited risk score tool. Those identified as high-risk may be referred for a Low Dose CT scan to enable early cancer detection, improving treatment outcomes.

As a PCA, you will be responsible for reaching out to patients, conducting telephone assessments, and supporting high-risk cases through appropriate referrals. You will also be trained to provide Very Brief Advice (VBT) to smokers, encouraging them to quit, and assist with appointment scheduling for scans at local mobile clinics.

This is a dynamic role where you will work as part of a team, under the supervision of the Performance and Pathway Manager and Team Leader with a focus on patient care, service delivery, and promoting lung health.

Previous applicants need not apply.

Please be advised that sponsorship is not eligible for this post.

Main duties of the job

• Conduct proactive telephone screening to assess lung cancer risk, following national protocols.
• Book appointments for eligible patients at local mobile scanning clinics.
• Provide compassionate and professional communication, addressing patient concerns and offering support.
• Assist patients with booking appointments for Low Dose CT scans at local mobile clinics, managing appointments with attention to detail and strong organisational skills.
• Monitor and manage patients who Did Not Attend (DNA) their Lung Health Check appointments.
• Implement rebooking processes and identify barriers to patient attendance.
• Collaborate with Lung Cancer Screening Specialist Nurses, ensuring patients are well-prepared for their appointments, and escalating high-risk cases during consultations.

The role may require travel to CT scanner sites and other hospital locations to deliver equipment or support service needs. The post holder should have access to a vehicle for work purposes.

The service operates six days a week, and this role requires working shifts:

Working for our organisation

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.

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.

Detailed job description and main responsibilities

• Offer reassurance and support to patients, especially in complex situations, using empathetic communication techniques.
• Respond to telephone queries and monitor the Lung Cancer Screening generic email inbox.
• Maintain strict patient confidentiality and compliance with data protection regulations.
• Escalate clinical concerns to specialist nurses or other healthcare professionals for further assessment.
• Support patients from diverse backgrounds, utilising interpreter services where required.
• Accurately add encounters on EPR and referrals for patients requiring secondary care.
• Communicate effectively with patients who may have difficulty expressing themselves, using de-escalation techniques when necessary.
• Provide VBT (Very Brief Advice) to current smokers, offering encouragement and support to quit smoking.
• Work collaboratively with multidisciplinary teams, sharing knowledge while respecting role boundaries.

For further details of the role please see the attached job description.

Secondment will be considered for internal candidates – If you are successful after interview, you must obtain approval from your current line manager to accept the offer.

Person specification

Qualifications

• GCSE English Language and Mathematics. (Grades A-C)
• NVQ3 in Administration or Customer Service or equivalent or working towards

Experience

• Experience in a customer-facing role, demonstrating strong communication and interpersonal skills. Proven experience in a fast-paced administrative or assessment environment, managing multiple tasks efficiently. Experience working within multi-professional teams, collaborating effectively across different disciplines. Ability to communicate clearly and empathetically with patients on a regular basis, ensuring a positive patient experience. Proficiency in data management systems, including Excel spreadsheets, Patient Administration Systems (PAS), or other clinical systems. Experience in effectively managing patient workloads, prioritising tasks to ensure smooth service delivery. Commitment to ongoing professional development, demonstrating a proactive approach to learning and skill enhancement.
• Experience supporting individuals in distress, demonstrating empathy and effective communication. Previous experience working within a screening programme, understanding its processes and objectives. Awareness of current challenges and developments within the NHS, including policies and service improvements. Experience working in an NHS or care setting, applying knowledge of healthcare environments and patient care.

Skills

• Strong written and verbal communication skills, delivering clear and professional information.
• Able to perform effectively under pressure in fast-paced environments while meeting targets and deadlines.
• Effective team player with experience working collaboratively within multidisciplinary teams.
• Self-motivated, enthusiastic and committed to improving health outcomes.
• Excellent interpersonal skills, building positive relationships with patients and colleagues.
• High level of accuracy and attention to detail in administrative and clinical processes.
• Adaptable and flexible, responding positively to change and evolving service demands.
• Proficient in Microsoft Office applications and healthcare information systems.
• Strong understanding of patient-centred care and the importance of individual patient needs.
• Able to manage sensitive and emotionally challenging situations with professionalism and empathy.
• Confident in engaging, informing and motivating patients to support participation and informed decision-making.
• Able to work independently, including lone working, and as part of a wider team.

Commitment to Trust Values and Behaviours

• Evidence of demonstrating the Trust Values (Compassion, Openness, Pride, Partnership, Improve, Learn and Respect) and the associated Values in Action behaviours in the workplace.
• For posts with managerial responsibility only Evidence of promoting equality, diversity and inclusion, and ensuring fair and equitable practices throughout your work experience. Evidence of promoting a culture which helps individuals live behaviours aligned to our Trust Values (Compassion, Openness, Pride, Partnership, Improve, Learn and Respect)

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 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.

The Trust is committed to Equal Opportunities within the workplace. All vacancies will be considered for Job Share unless otherwise stated. All applicants who have a disability and who meet the minimum criteria for the job will be interviewed. Where a post has an overwhelming response, this Trust may use random selection in order to reduce numbers to interview, any disabled applicants will automatically be guaranteed an interview and will be exempt from this process.

In submitting an application form, you authorise University Hospital Coventry & Warwickshire NHS Trust to confirm from your previous or current NHS employer and other prior employers; previous NHS service details and personal data held about you, including Occupational Health data (inoculations and screening tests). This data will be transferred using NHS Electronic Staff Record and third-party systems via an automated process and only used for the purposes of obtaining and maintaining accurate employment records, should you be appointed to the post.

UHCW NHS Trust, by virtue of its Green Plan, is committed to ensuring that the way we provide services minimises the impact on the environment and the future health of the public e.g. zero waste to landfill, reducing our carbon footprint and increasing our recycling and reuse percentages.

If you are successful at interview you will receive a conditional offer of employment and we’ll ask you for information so that we can carry out pre-employment checks. You must successfully complete all pre-employment checks to progress to a final unconditional offer.

We must confirm the identity of our staff and their right to work in the United Kingdom. We will ask you to submit proof of your identity and right to work documents via a secure digital platform approved by the Home Office, named TrustID. Alternatively, you may be asked to attend our office with original documents.

Depending on you level of exposure with patients you may be required to undertake a Standard or Enhanced DBS. The cost of this check will be charged to you and will be deducted from your salary over the first 3 months of employment at the current rate.

All correspondence will be sent by email; please check your account regularly including your Junk/SPAM folders

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.