Patient Experience Clerk - Outpatients
The closing date is 21 October 2025
We are looking for a Patient Experience Clerk to join our team here at the Great Western Hospital.
You will develop and maintain an effective, friendly and professional clinic administration service for patients and staff, ensuring clinics are administered according to best practice with appropriate staffing levels and efficient use of resources. Working closely with the Outpatient Management team, you will continually improve service delivery liaising with key stakeholders through effective staff and process management and control.
Main duties of the job
* Operationally responsible for the delivery day to day key performance indicators for the unit, in line with divisional and organisational goals and targets, including delivery of national targets like 18‑weeks Referral to Treatment.
* Be the custodian of a brilliant experience for all our patients, Role Model through excellent customer service skills at all points of patient engagement a warm and engaging interaction with asmile at all times
* Operationally responsible for day‑to‑day delivery and implementation of departmental procedures liaising with other management groups & departments to ensure processes meet the needs of services, divisions and the organisation.
* Responsible for the standard and quality of the Outpatient Administration, requesting, analysing and acting on information relating to general performance activity and quality, and taking corrective action where appropriate to meet the required standards or improve quality
About us
"Our STAR values - Service, Teamwork, Ambition and Respect - are a golden thread running through everything we do. These values serve as a guiding principle, driving us towards our vision of delivering great joined up services to our local community. Whether at home, in the community, or within the hospital, our goal is to empower individuals to lead independent and healthier lives."
Job responsibilities
* Use waiting lists, on hold reports and other patient tracking reports, to direct outpatient administrators to book outpatient appointments in line with the Trusts Elective Access, Booking and Choice Policy, monitoring booking performance against key performance indicators.
* Work with service leads to ensure Referral to Treatment (RTT) performance targets are met and patients are booked in order of chronology or clinical necessity and in accordance with the Trusts Elective Access, Booking and Choice of Day policy and departmental Standard Operating Procedures.
* Check all patient demographics at clinic attendance, updating changes on the patient administration system and administering overseas patient payment forms.
* Manage follow up patient wait list for service by validating the Validation tool completing a test your knowledge and completing and submitting the information to the automation team within the agreed time frame.
Qualifications
* GCSE3 or above including Maths and English
* Evidence of continuing professional development
* Evidence of Health & Safety training
* ECDL qualification or other formal IT training / qualification
Experience
* Evidence of significant administrative experience within a customer focused environment.
* Experience and understanding of outpatient services and performance indicators
* Experience in implementing NHS policies and guidelines relevant to outpatient services
* Past experience of working in an area specialising in healthcare appointment making
Knowledge and skills
* Able to prioritise workload of self and others, and work without direct supervision
* Able to act on own initiative and deal with nonroutine and sensitive issues.
* Experience of resolving issues proactively using analytical skills, interpersonal skills, communication, influence and persuasion
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.
£24,937 to £26,598 a year per annum pro rata
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