Job summary
We are recruiting for an Outpatients Clerk who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.
If you're looking for a fast-paced, varied role and enjoy a customer-care type position, this will be an exciting job for you.
Our clerks are trained to support a patient's pathway through Outpatients, from referral to treatment, so in this role you can really make a difference.
You could work in our busy outpatient clinics, on the outpatient reception desk, and in our Outpatient Contact Centre, using various appointment computer systems to book, cancel and answer patient appointment enquiries on the telephone.
If you've got excellent communication and people-skills and enjoy working as part of a team, then this role will give you great job satisfaction. It is also a great stepping-stone to career progression within the NHS, with excellent promotion opportunities within the Trust.
At the heart of everything we do are our core values:Include,Respect, andImprove. We encourage you to embrace these values throughout the recruitment process and in your role with us.
Main duties of the job
The Outpatients Clerk will ensure that referrals are entered accurately onto the relevant systems to enable clinical triage.
The post holder will book appointments in adherence to the Trust Access Policy and service instructions including rescheduling of appointments and processing of hospital initiated cancellations as appropriate.
Assist with complex and/or sensitive outpatient queries from the patient and / or their accompanying friends / relatives, Consultants, Nursing Staff and GP's in a polite and courteous manner that are not able to be resolved by the contact centre.
Provision of an efficient administrative support service to all aspects of the Outpatients service and to liaise with medical, nursing and other specialty staff on administration enquiries as required.
Use Excel spreadsheets and the Trust's appointment system to review and/or book, cancel, reschedule appointments.
About us
At East and North Hertfordshire Teaching NHS Trust, we are proud of the range of general and specialist services we provide and our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible and innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.
We run the following hospitals:
The Lister Hospital, StevenageNew Queen Elizabeth II (New QEII), Welwyn Garden CityHertford County, HertfordMount Vernon Cancer Centre (MVCC), Northwood
We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation and our staff and patients are at the heart of delivering this ambitious agenda.
We are committed to a positive work life balance for our employees. This means that any employee is entitled to seek to work flexible working patterns and we are committed to listen and consider all requests. Such requests, of course, have to be made and considered formally, and will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.
Details
Date posted
11 February 2026
Pay scheme
Agenda for change
Band
Band 3
Salary
£24,937 to £26,598 a year per annum
Contract
Permanent
Working pattern
Full-time, Part-time
Reference number
Job locations
Lister Hospital
Coreys Mill Lane
Lister Stevenage
SG1 4AB
Job description
Job responsibilities
Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role.
Job description
Job responsibilities
Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role.
Person Specification
Experience
Essential
* Educated to GCSE level or equivalent, including English and Maths (A-C / 9-4)
* Demonstrable evidence of continuous personal development
Desirable
* NVQ Level 2 or 3 in Business Administration or Customer Service
* Training in NHS systems (e.g., Lorenzo, Patient Contact Centre)
Previous Experience
Essential
* Previous clerical/administrative experience in a busy office environment
* Experience in customer service roles, especially handling telephone queries
Desirable
* Previous NHS or healthcare administrative experience
* Experience of working with confidential and sensitive information
Skills & Knowledge
Essential
* Understanding of the importance of patient confidentiality and data protection
* Excellent interpersonal and communication skills (verbal and written)
* Ability to remain calm under pressure and diffuse challenging situations professionally
* Strong organisational skills and attention to detail
* Competent in the use of Microsoft Office, particularly Excel and Outlook
* Ability to prioritise workload and manage time effectively
* Ability to input and retrieve data from electronic systems accurately
Desirable
* Familiarity with outpatient appointment booking procedures
* Knowledge of NHS access targets and RTT (Referral to Treatment) pathways
* Ability to adapt communication for patients with additional needs or non-English speakers
* Ability to generate simple reports and spreadsheets
Other Requirements
Essential
* Understanding of, and commitment to, equality, diversity and inclusion
* Role model our Trust values every day
Person Specification
Experience
Essential
* Educated to GCSE level or equivalent, including English and Maths (A-C / 9-4)
* Demonstrable evidence of continuous personal development
Desirable
* NVQ Level 2 or 3 in Business Administration or Customer Service
* Training in NHS systems (e.g., Lorenzo, Patient Contact Centre)
Previous Experience
Essential
* Previous clerical/administrative experience in a busy office environment
* Experience in customer service roles, especially handling telephone queries
Desirable
* Previous NHS or healthcare administrative experience
* Experience of working with confidential and sensitive information
Skills & Knowledge
Essential
* Understanding of the importance of patient confidentiality and data protection
* Excellent interpersonal and communication skills (verbal and written)
* Ability to remain calm under pressure and diffuse challenging situations professionally
* Strong organisational skills and attention to detail
* Competent in the use of Microsoft Office, particularly Excel and Outlook
* Ability to prioritise workload and manage time effectively
* Ability to input and retrieve data from electronic systems accurately
Desirable
* Familiarity with outpatient appointment booking procedures
* Knowledge of NHS access targets and RTT (Referral to Treatment) pathways
* Ability to adapt communication for patients with additional needs or non-English speakers
* Ability to generate simple reports and spreadsheets
Other Requirements
Essential
* Understanding of, and commitment to, equality, diversity and inclusion
* Role model our Trust values every day
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.
Employer details
Employer name
East and North Hertfordshire Teaching NHS Trust
Address
Lister Hospital
Coreys Mill Lane
Lister Stevenage
SG1 4AB
Employer's website
https://www.enherts- (Opens in a new tab)
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Employer details
Employer name
East and North Hertfordshire Teaching NHS Trust
Address
Lister Hospital
Coreys Mill Lane
Lister Stevenage
SG1 4AB
Employer's website
https://www.enherts- (Opens in a new tab)
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