Clerical Officer - Outpatient Scheduling Team

Go back The Shrewsbury and Telford Hospital NHS Trust

The closing date is 16 January 2026

This is an exciting opportunity for an individual to play a key role in delivering a high-quality service at The Shrewsbury and Telford Hospital NHS Trust. The NHS is a well-respected and globally recognised employer. Patient access is the ideal place to work if you are looking for a career working within the Trust.

Possession of GCSE qualifications of grade 4 or above in English Language and Maths or equivalent, along with a good supporting education are all essential. Customer Serviceor Business Administration NVQ's aredesirable. However the Trust will offer the opportunity for the successful applicant to gain these qualifications within their job role.

Previous administrative experience including previous Booking or Appointment experience would be beneficial, but is not essential as full training will be provided. Working knowledge of using Microsoft Office applications, an understanding of data protection and maintaining strict confidentiality in the healthcare setting are all essential, together with excellent organisational and communication skills, flexibility, good time management and the ability to work as part of a team.

Based in a busy call centre environment, the department is responsible for managing the bookings of outpatient appointments and procedures.

The successful post holder will work closely with managers and staff at all levels to help develop and maintain a high quality Patient Access Service. The post holder will be working within the busy Booking and Scheduling Department based at The Royal Shrewsbury Hospital or William Farr House.

The successful applicant will be a strong team player, highly organised with the ability to manage their own workload as well as being flexible enough to support colleagues.

The Booking and Scheduling department manage Outpatient and Inpatient appointments across The Shrewsbury and Telford Hospital NHS Trust, taking approximately 1000 calls from patients per day. Successful candidates will have specific areas of responsibility, including waiting list management, clinic rescheduling as well as inquiries from all manner of colleagues and patients.

We are a large team of over 40 and provide a booking service for Outpatients across our main sites, The Royal Shrewsbury Hospital and The Princess Royal Hospital, Telford. The team is often the first point of contact our patients have with the Trust and providing high quality service is essential to ensure that they begin their pathway with us safely.

You will be working in a busy office environment and will be responsible for booking patients as well as taking and making outgoing calls. The team are supported by a number of Team Leaders.

As a team, we are passionate about helping our staff to achieve their career aspirations, and can offer a variety of learning and development opportunities to support your continued development.

For full duties and responsibilities please refer to the attached document entitled Job Description.

• Minimum of 3 GCSEs (or equivalent) at grade 4 (c)
• GCSE in English at grade 4 (C)
• GCSE in Maths at grade 4 (C)
• NVQ level 2 in Business Admin
• NVQ level 2 in Customer Service

• Experience of working within an Administrative setting
• Experience of dealing with patients/clients/customers
• Experience of Booking Appointments
• Experience of working within a Call centre
• Previous NHS Administrative Experience

• Evidence of Computer literacy with IT skills e.g. use of Microsoft programmes
• Evidence of Proven Customer service skills
• Understanding of NHS Rules and Guidelines (RTT, Access Policy, Cancer FDS Standards etc)
• Understanding of NHS systems (Careflow/PAS, e-Referrals)

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.

The Shrewsbury and Telford Hospital NHS Trust