Clerical Officer - Outpatient Appointment Services
This role forms part of the Outpatient Appointment Booking team, acting as the first point of contact for inbound patient telephone queries.
The Contact Centre provides a 12‑hour outpatient appointment service operating on shifts between 8 am – 5 pm and 12 pm – 8 pm. The successful candidate will also support the Central Booking and Reception teams across various workflows.
Main duties of the job
Duties will include, but are not limited to:
* Maintain good communication skills when dealing with colleagues, patients, relatives, carers and other health care professions.
* Constructively manage barriers to effective communication.
* Maintain confidentiality at all times, as required by legislation and Trust policy.
* Demonstrate own duties to new starters and agency staff.
* Work with the Outpatient Business Support Managers to develop procedures to support an efficient and effective outpatient appointment service.
* Provide flexible cover for colleagues as required to ensure the provision of an efficient Outpatient appointment booking service.
* Ensure any changes to patient demographic details are updated immediately on Trust systems.
* Maintain the integrity of data/information using agreed procedures.
* Maintain a high standard of patient care by adhering to Trust values at all times.
Person Specification
Qualifications and Education
* GCSE level, English and Maths
* English and Maths GCSE level or equivalent
* Knowledge of Microsoft Windows applications
Knowledge and Experience
* Experience of working in a changing environment
* Computer literate, experienced in data entry and use of e‑mail
* Understanding of Information Governance, Data Quality and its requirements
* Experience in the use of electronic PAS
* Experienced in Customer Care
* Confidentiality awareness
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a submission for Disclosure to the Disclosure and Barring Service (formerly CRB) to check for any previous criminal convictions.
Employer
Lancashire Teaching Hospitals NHS Foundation Trust
Closing date: 04 May 2026
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