Outpatients Clerk

Here at East and North Hertfordshire Teaching NHS Trust

Our mission is: Providing high-quality, compassionate care for our communities

Our vision to 2030 is: To be trusted to provide consistently outstanding care and exemplary service

Our values - We want our staff to believe in, demonstrate and live our values in everything we do. Our values are:

• Include We value the diversity and experience of our community colleagues and partners, creating relationships and climates that provide an opportunity to share, collaborate and grow together.
• Respect We create a safe environment where we are curious of the lived experience of others, seek out best practice and are open to listening and hearing new ideas.
• Improve We are committed to consistently delivering excellent services and continuously looking to improve through a creative workforce that feels empowered to act in service of our shared purpose.

We are recruiting for a Outpatients Clerk who share s our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.

Are you looking for a dynamic and fast-paced role where you can make a meaningful impact? We are seeking motivated individuals to join our Outpatients Appointment Centre as Outpatients Clerks. This role offers variety, challenge, and the opportunity to contribute directly to patient care by ensuring the smooth and efficient coordination of outpatient services.

As an Outpatients Clerk you will play a vital role in facilitating the patient journey from referral to clinic appointment. You will be responsible for booking, cancelling and rescheduling appointments along with responding to appointment-related queries via telephone, email, letter using a range of specialised healthcare IT systems.

At the heart of everything we do are our core values:
Include, Respect, and Improve. We encourage you to embrace these values throughout the recruitment process and in your role with us.

• 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.

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, Stevenage
• New Queen Elizabeth II (New QEII), Welwyn Garden City
• Hertford County, Hertford

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.

Please see the attached Applicant information pack for further detailed information regarding this role.

• Educated to GCSE level or equivalent, including English and Maths (A-C / 9-4)
• Demonstrable evidence of continuous personal development
• NVQ Level 2 or 3 in Business Administration or Customer Service

• Previous clerical/administrative experience in a busy office environment
• Experience in customer service roles, especially handling telephone queries
• Previous NHS or healthcare administrative experience
• Experience of working with confidential and sensitive information

• 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…