Clerical Officer - St Pauls Call Centre
The closing date is 11 May 2026
Candidates must have previous experience working in an administrative environment, preferably in the NHS, and be able to demonstrate good customer care skills. Excellent communication, planning and interpersonal skills are required, as the role involves working with different disciplines and requires an organised and systematic approach to tasks. Candidates must be computer literate. If you would like the challenge of working in a very busy department, we would like to hear from you.
The Call Centre Clerical Officer provides administrative and clerical support to facilitate patient access to healthcare services. The post holder will undertake appointment booking, data entry and patient communication duties following established procedures while working under supervision as part of a multidisciplinary administrative team.
About us
Liverpool University Hospitals NHS Foundation Trust comprises Aintree University Hospital, Broadgreen Hospital & Royal Liverpool University Hospital.
Job responsibilities
Patient Registration & Administration
Register new patients and update existing demographic information accurately.
Maintain confidentiality and comply with data protection regulations.
Scan, upload and maintain electronic patient records.
Appointment Scheduling
Book, cancel and reschedule patient appointments using electronic systems.
Send appointment confirmations and reminders to patients.
Patient Communication
Answer incoming telephone calls and respond to patient enquiries professionally.
Provide clear information regarding appointments, referrals and service availability.
Direct patients to appropriate departments or services.
Referral Management
Process incoming referrals from GPs and Healthcare providers using electronic systems.
Check referrals are complete and raise queries accordingly.
Liaise with clinical teams regarding urgent or complex appointments.
Customer Service
Deliver a high standard of patient-centred service.
Manage sensitive or distressed callers calmly and professionally.
Resolve routine issues or raise concerns when necessary.
Data Management & Compliance
Ensure accurate data entry and record keeping.
Follow organisational policies related to confidentiality, safeguarding and information governance.
Person Specification
Qualifications
Essential
* Good educational achievements – 5 GCSE or equivalent
* NVQ Level 2 Customer Care or equivalent
Desirable
* Certificate in Diabetic Retinopathy Screening (Administration) (for Posts in Diabetic Screening Service)
Experience
Essential
* Experience of office duties including telephone and reception
* Acute Healthcare experience including liaison with patients/health professionals or equivalent in an acute Healthcare provider setting
* Relevant training and experience in data input/data validation
Knowledge
Essential
* Microsoft Outlook
Desirable
* Microsoft Word, Excel, Access and Patient Administration Systems
Skills
Essential
* Keyboard skills
* Ability to use own initiative
* Excellent communication skills
* Organised and systematic approach to tasks, prioritising and planning workload effectively
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a submission to the Disclosure and Barring Service to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require Skilled Worker sponsorship are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
Employer details
Employer name
Liverpool University Hospitals NHS Foundation Trust
Address
Royal Liverpool Hospital
Mount Vernon Street
Liverpool
L7 8YE
Employer's website
https://www.liverpoolft.nhs.uk/
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