Therapy Clerical Officer
NHS AfC: Band 2
Main area Administration Grade NHS AfC: Band 2 Contract Permanent Hours
* Full time
* Part time
Labor hours: 37.5 hours per week (37.5 hours post and 14.5 hours post)
Job ref: 409-7474637
Employer: Mersey and West Lancashire Teaching Hospitals NHS Trust
Site: Ormskirk Hospital, Town: Ormskirk
Salary: £25,272 per annum pro rata
Salary period: Yearly
Closing: 10/04/2026 23:59
Interview date: 29/04/2026
After applying via NHS Jobs, your submitted application will be imported into our preferred Third‑party recruitment system. All subsequent information regarding your application will be generated from apps.trac.jobs. You will not be able to track the progress of your application or receive messages through the NHS Jobs website, and furthermore, as an employer, we will not be able to respond to any e‑mails sent to us via the NHS Jobs website. By applying for this post you are agreeing to "name of trust" transferring the information contained in this application to its preferred applicant management system. If you are appointed to a post information will also be transferred into the national NHS Electronic Staff Records system.
Job overview
The MWL Musculoskeletal Interface Service (Southport and Ormskirk sites) delivers triage, investigation, management, treatment, management of the RTT pathway and onward referral as appropriate to secondary care services including Neurology, Rheumatology, Orthopaedics, Neurosurgery, Pain etc. The admin service is an integral support function to the MSK Interface Service, this function is not part of the Trust wider access and bookings admin team.
Main duties of the job
To assist in the administration of a comprehensive Therapy outpatient Service to patients. Be capable of making decisions with situations arising from duties and responsibilities described below to ensure an effective, organised and comprehensive high quality patient centred service.
To provide a professional administrative support service to the Therapy. To carry out administrative tasks within the Department in accordance with the relevant MWL NHS Trust Policies and Procedures. To maintain accurate data inputting to support Trust Data Quality.
Working for our organisation
Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 10,500 dedicated and skilled staff across 21 sites. We strongly believe that the communities we serve should all have access to Five Star Patient Care.
Our services
* Acute Care – Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites.
* Primary Care – Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital.
* Community Services – Providing adult community services for St Helens and a wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation. We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre.
* Specialist Regional Services – We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales.
Achievements
* Rated Outstanding by CQC Inspection August 2018
* Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
* National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme
Detailed job description and main responsibilities
Join our dynamic Therapy Out‑Patient Administration team, where you'll play a vital role in delivering high‑quality outpatient and waiting list management services within the Therapy Out‑Patient Department.
Key Responsibilities
* Support the administration of multiple specialist patient lists in line with the Trust’s access policy and national targets.
* Use initiative and sound judgement to book patients appropriately, within the scope of non‑clinical practice.
* Accurately input patient details onto waiting lists, ensuring all relevant notes are recorded in accordance with Trust guidance.
* Assist in managing waiting lists efficiently, including handling cancellations, rescheduling, and liaising with clinicians and service managers.
* Operate effectively in a fast‑paced, sometimes challenging environment, dealing with complex and sensitive information daily.
* Act as a key communication link between patients and their outpatient appointments.
* Provide clear advice to patients regarding their appointments and waiting list status.
What We’re Looking For
* Ability to work collaboratively with operational teams and clinicians to support patient pathway management.
* Experience as a Patient Contact Advisor or similar role, handling incoming calls, booking appointments, managing email traffic, and processing referrals across various platforms and IT systems.
* Confidence in escalating capacity issues to the appropriate operational team when necessary.
* Competence in managing referral streams via shared outpatient email accounts during shift.
Person specification
Qualifications
* ECDL or equivalent
* NVQ 2 customer care or equivalent experience
Experience
* Computer literate – experience of using Microsoft packages having excellent computer skills
* Working within a multidisciplinary team
* Experience of working in a customer service environment
* Excellent communication skills to overcome barriers of understanding
* Working in a demanding environment
* Ability to organise self, working to deadlines and ensuring quality standards.
* Use of IT systems
* Knowledge of NHS standards and targets
* Communication with patients in a healthcare setting
Skills
* Excellent organisational skills
* Able to work under pressure & too strict deadlines
* Able to work effectively across departmental boundaries
* Demonstrate effective written, verbal and telephone communication skills with team/clients/relatives, using tact when required
* Demonstrate knowledge of dealing with public/conflict
* Demonstrate a caring manner with an understanding disposition
* High standard of accuracy
* Flexibility and able to adapt to change
* Ability to work as a flexible and effective team member
Other
* To frequently sit and concentrate in a restricted position for a substantial proportion of the working time due to continuous exposure to VDU equipment, inputting information via a keyboard and using a telephone headset. Whilst using multiple computer systems at the same time
* To multi‑task between activities with frequent interruptions and a need to leave one task immediately. Re‑prioritise your workload to resolve any unexpected issues.
* Ability to concentrate when taking patient details over the phone throughout the day
* Requirement to deal with distressed patients on a daily basis
* Working in an office environment, using a VDU continuously throughout the day
Thank you for considering an application to work for Mersey West Lancashire NHS Trust. MWL is an exciting and forward‑thinking NHS Trust who are one of the best places to work for in England.
Given sometimes we receive a high volume of applications to work for us, please be aware, that we may close a vacancy earlier than stated should a sufficient number of applications be received from which a shortlist can be confirmed. Therefore, you are advised to apply at your earliest convenience.
The Trust may contact you during the recruitment process for your feedback on your experience. We always aim for continuous improvement in our practice.
Equality, Diversity, and Inclusion
We actively cultivate a professional environment of fairness, equality, dignity, and respect for all individuals. We welcome individuals from all backgrounds and value the unique skills, perspective and experience you bring. We are grounded in the belief that diversity enhances our collective strength, fostering innovation and excellence within our workforce. We welcome all applications irrespective of people’s race, disability, gender, sexual orientation, religion/belief, age, gender identity, marriage and civil partnership, pregnancy/maternity and in particular those from under‑represented groups.
As a Disability Confident Leader, we commit to offering an interview to all disabled applicants who meet the minimum criteria for the job (the essential criteria) listed in the personal specification. If you wish to apply under this Guaranteed Interview Scheme, please indicate this on the online application form.
If you are having difficulty completing an online application, or require any disability reasonable adjustments, to the application process, please contact Recruitment@merseywestlancs.nhs.uk
We also commit to offering an interview to all armed forces veterans who meet the minimum criteria for the job (the essential criteria) listed in the personal specification. If you wish to apply under this Guaranteed Interview Scheme, please indicate this on the online application form.
The Trust operates anonymous shortlisting where no personal information about you, including your name or personal details are shared with the recruiting manager. No equality information is shared at any time during the recruitment process with the recruiting manager or other people involved in the decision‑making process.
The equality monitoring information you provide is used in the following situations: to review our recruitment practices; where a job is limited to a specific person to verify their eligibility to apply; and to offer disability reasonable adjustments to the recruitment process.
Certificate of Sponsorship
Following the recent update on UK immigration policy for those on a Health and Care Visa or Skilled Worker Visa, please click here to check your eligibility before applying for this post as we may be unable to provide sponsorship.
eVisa Update
For successful candidates on selected work and study visa routes, who have completed and paid for their applications will no longer receive a visa vignette in passport as evidence of their permission to enter the UK. Instead, you will be issued with an eVisa only, which is accessed by creating a UKVI account. Before travelling to the UK, we advise applicants to:
* Understand how to generate an eVisa share code
Disclosure and Barring Service Check
If this post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 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.
Please note if applicable, applicants will be required to pay for their DBS check. Costs are deducted from salary following appointment.
If you have not already done so, you are therefore encouraged to enrol for the DBS Update Service to which a small annual fee of £13 per year applies.
Flexible Working
We actively support flexible working patterns throughout MWL. Changes made to the NHS Terms and Conditions of Service Handbook mean that:
* All employees have the right to request flexible working from day one of employment.
* There is no limit on the number of requests they can make.
* Employees have the right to make requests, have them considered, regardless of the reason.
At Mersey and West Lancashire Teaching Hospitals NHS Trust, we will consider requests for flexible working. We would also encourage you to also discuss flexible working options at interview stage.
Working for Team MWL
Staff recognition is especially important to us; as well as performance reviews and appraisals, we recognise staff through Employee of the month. Along with supporting you to achieve your career goals we offer a generous pension scheme, unsocial hours payments (where applicable), 27 days annual leave on commencement (pro rata) and access to a range of NHS discounts. Our Staff Health and Wellbeing programme offer a variety of services.
The Trust is a non‑smoking across all our sites. Failure to follow this rule could lead to disciplinary action. For more information, see the Smoke Free NHS website.
You will be expected to undertake the Trusts' commitment to safeguarding and promoting the welfare of children, young people and vulnerable adults.
You must ensure that your application, including personal statements and behaviour examples, are truthful and factually accurate. Please note plagiarism can include presenting the ideas and experience of others, or generated by artificial intelligence, as your own.
The Trust will not accept applications which are found to be AI generated and will check all applications against AI detection software.
Additional Information
Before applying, we encourage you to review the Trusts Values and Behaviours which are We are KIND, We are OPEN, We are INCLUSIVE, which can be found here.
An applicant guide to help and support you with your application and what to expect during your recruitment journey can be accessed in the supporting documents.
Good luck with your application. We hope to welcome you to Team MWL very soon.
Employer certification / accreditation badges
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
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