Job Summary
Hours: 20 per week, 16:30 to 20:30 Mon to Fri.
We are looking for a Patient Experience Clerk to join our team at Great Western Hospital. Your role will develop and maintain a friendly and professional clinic administration service for patients and staff, ensuring clinics are run according to best practice and efficient use of resources. You will work closely with the Outpatient Management team to continually improve service delivery, liaising with key stakeholders through effective staff and process management.
Key Responsibilities
* Day‑to‑day delivery of key performance indicators, supporting national targets such as 18‑week Referral to Treatment.
* Provide an outstanding patient experience, demonstrating excellent customer service and warm engagement at all touchpoints.
* Implement departmental procedures and liaise with other management groups to ensure processes meet service and organisational needs.
* Maintain the standard and quality of outpatient administration, analysing performance data and acting on findings to improve quality.
* Use waiting list and patient tracking reports to book appointments in line with Trust policies, monitoring booking performance against KPIs.
* Ensure RTT performance targets are met and patients are booked in the correct order, following Trust policies and SOPs.
* Validate patient demographics at clinic attendance, update the patient administration system and administer overseas patient payment forms.
* Manage follow‑up patient wait lists, validate tools, complete test your knowledge, and submit data to the automation team within agreed timeframes.
Qualifications & Essential Experience
* GCSEs (3 or above) including Maths and English.
* Evidence of continuing professional development.
* Health & Safety training.
* Willingness to undertake NHS IT system training (Medway clinic template maintenance, case note tracking, patient transport system).
* Significant administrative experience within a customer‑focused environment.
* Understanding of outpatient services and performance indicators.
* Experience implementing NHS policies and outpatient guidelines.
* Successful process design and implementation.
* Experience developing administrative processes, analysing information, and report writing.
Desirable Skills
* Experience in healthcare appointment making.
Legal & Commitment
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and will require a Disclosure and Barring Service check. Applications from job seekers requiring current Skilled Worker sponsorship are welcome and will be considered.
Employment Details
Reference number: 249-7508416-3
Date posted: 12 December 2025
Pay scheme: Agenda for change
Band: 3
Salary: £24,937 to £26,598 a year per annum pro rata
Contract: Permanent
Working pattern: Part‑time
Location: Great Western Hospital, Marlborough Road, Swindon, SN3 6BB
Employer
Great Western Hospitals NHS Foundation Trust
Great Western Hospital
Marlborough Road
Swindon
SN3 6BB
Website: https://www.gwh.nhs.uk/
#J-18808-Ljbffr