Job Summary
We are looking for a Patient Experience Clerk to join our team at the Great Western Hospital. The role involves developing and maintaining 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. The Clerk will work closely with the Outpatient Management team to continually improve service delivery by liaising with key stakeholders and managing staff and processes.
Note on Sponsorship: At the time of advertising, this role does not meet the minimum requirements set by UK Visas and Immigration to sponsor candidates. We are happy to accept applications from candidates who can prove their right to work in the UK or via alternative visa routes.
Key Responsibilities
* Operationally responsible for the delivery of day‑to‑day key performance indicators for the unit, in line with divisional and organisational goals and targets, including delivery of national targets such as 18‑weeks Referral to Treatment.
* Maintain a brilliant experience for all patients by modeling excellent customer service skills at every point of engagement and ensuring a warm, engaging interaction with a smile.
* Implement departmental procedures, liaising with other management groups and departments to ensure processes meet the needs of services, divisions and the organisation.
* Responsible for the standard and quality of Outpatient Administration, analysing performance data, taking corrective action to meet required standards and improve quality.
* Use waiting lists, on‑hold reports and other patient tracking reports to direct outpatient administrators to book appointments in line with the Trust's Elective Access, Booking and Choice Policy, monitoring booking performance against KPIs.
* 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, following policy and SOPs.
* Check all patient demographics at clinic attendance, update changes on the patient administration system and administer overseas patient payment forms.
* Manage follow‑up patient wait lists by validating the tool, completing required tests and submitting information to the automation team within the agreed timeframe.
Qualifications
* GCSE 3 or above including Maths and English.
* Evidence of continuing professional development.
* Evidence of Health & Safety training.
* Educated to NVQ Level 3.
* Willingness to undertake NHS‑specific IT system training, including Medway clinic template maintenance, case‑note tracking, and patient transport system.
Experience
Essential Experience:
* Significant administrative experience within a customer‑focused environment.
* Experience and understanding of outpatient services and performance indicators.
* Experience implementing NHS policies and guidelines relevant to outpatient services.
* Evidence of successful process design and implementation.
* Proven experience of developing administrative processes, analysing information, and report writing.
Desirable Experience
* Past experience working in an area specializing in healthcare appointment making.
Additional Information
Disclosure and Barring Service Check: This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a disclosure to be made to the Disclosure and Barring Service.
Certificate of Sponsorship: Applications from job seekers who require Skilled‑Worker sponsorship to work in the UK will be considered alongside all other applications.
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