Patient Contact Assessor

University Hospitals Coventry and Warwickshire NHS Trust; West Midlands; On-site; GBP 24,000 - 28,000; Full time

Job summary

University Hospitals Coventry and Warwickshire NHS Trust is seeking a Patient Contact Assessor as part of the Lung Cancer Screening programme. The role focuses on proactive telephone screening to assess risk, booking scans at local mobile clinics, and providing compassionate support to patients throughout their care journey.

You will work with Lung Cancer Screening nurses to prepare patients for appointments, with a focus on safety, confidentiality, and timely communication.

Qualifications

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

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.

Skills

Effective communication

Telephone screening

Empathy and patient care

Organisational skills

Education

GCSE English Language and Mathematics (A-C)

NVQ3 in Administration or Customer Service

Tools

Excel

PAS systems

MS Office

Job description

University Hospitals Coventry and Warwickshire NHS Trust

Patient Contact Assessor

The closing date is 20 November 2026

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:

o Monday - Friday: 0800 - 2000o Saturday: 0900 - 1300

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 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.

Job 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.

Qualifications

• oGCSE English Language and Mathematics. (Grades A-C)
• oNVQ3 in Administration or Customer Service or equivalent or working towards

Experience

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

Skills

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

Commitment to Trust Values and Behaviours

• oEvidence of demonstrating the Trust Values (Compassion, Openness, Pride, Partnership, Improve, Learn and Respect) and the associated Values in Action behaviours in the workplace. oFor 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)

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