St Paul's Eye Unit – Call Centre Clerical Officer
Candidates must have previous experience in an administrative environment, preferably within the NHS, and be able to demonstrate good customer care skills. Candidates should have excellent communication, planning and interpersonal skills, and be organised and systematic in their approach to tasks.
Candidates must be computer literate. If you would like the challenge of working in a very busy department, then 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.
Responsibilities
* Register new patients and update existing demographic information accurately.
* Maintain confidentiality and comply with data protection regulations.
* Scan, upload and maintain electronic patient records.
* Book, cancel and reschedule patient appointments using electronic systems.
* Send appointment confirmations and reminders to patients.
* 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.
* Process incoming referrals from GPs and healthcare providers using electronic systems.
* Check referrals are complete and escalate queries accordingly.
* Liaise with clinical teams regarding urgent or complex appointments.
* Deliver a high standard of patient‑centred service.
* Manage sensitive or distressed callers calmly and professionally.
* Resolve routine issues or, when necessary, escalate concerns.
* Ensure accurate data entry and record‑keeping.
* Follow organisational policies related to confidentiality, safeguarding and information governance.
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