Outpatient Booking Clerk

Go back South Warwickshire University NHS Foundation Trust

The closing date is 12 January 2026

South Warwickshire University NHS Foundation Trust is currently looking for an enthusiastic and highly motivated Band 3 Outpatient Booking Clerk. We are looking for someone ideally with previous Orthopaedic/ Rheumatology booking experience. The ideal candidate will thrive in a fast paced busy environment and enjoy a challenge.

Applicants will need to be a good team worker as well as able to work independently. They will need to be flexible, and able to use their own initiative working proactively with colleagues to ensure waiting time targets are achieved. The post holder will be responsible for prioritising own workload and ensuring data quality and customer service are met to a high quality standard.

You will also need to be able to demonstrate your excellent IT skills and your ability to plan, prioritise, manage your time and problem solve effectively. In house training will be provided.

This is a 12 month fixed term/secondment opportunity.

To work as a flexible member of a team to carry out clerical duties within the Orthopaedic and Rheumatology Services giving support to patients, medical staff and the management process, maintaining an effective customer focused service.

Come and join a Trust rated Outstanding by the CQC. South Warwickshire NHS Foundation Trust have been rated as outstanding following our latest inspection by the CQC and we are recruiting new staff to come and help us improve even further.

We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the county. We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity.

Our values can be summed up in one sentence. We are 'Trusted to provide safe, effective and compassionate care'. Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work. It doesn't matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core.

Key Responsibilities

Negotiate patient appointments to attend for both Outpatients and day surgery/ in-patient procedures, working against agreed protocols either through face to face contact or via the telephone, including any changes to pre-planned dates.

Ensure all relevant patient information is recorded on the Trusts PAS system and updated accordingly, including early offers of operation date.

To be the point of contact in the Trust for booked admission enquiries from patients.

Work flexibly and provide cross cover for colleagues in the Department.

Deal with day to day enquiries from patients, Consultants and other staff within the Trust in a professional and calm manner.

Ensure patients on a 2 week wait pathway are treated within national cancer target requirements.

Communication

Ensure patients are sent appropriate communication regarding their appointments i.e. confirmation letter to patient, reschedule letter, along with any relevant information.

Liaise with patients to ensure they receive relevant information regarding the booking process with telephone & E mail contacts.

Participate on the call handle rota, managing calls in a professional manner and assisting patients with their queries.

Liaise with reception staff regarding clinics and follow up appointments.

Service Improvement/ Team Development

Be involved in the development & revision of protocols & processes as required.

To participate in the training and induction of new starters and work experience.

Data Quality

Ensure any data entries are accurate and good record keeping is maintained at all times.

Ensure waiting lists are regularly validated to ensure accurate.

Monitor patient pathways to ensure patients dont breach their 18 week pathways.

• NVQ level 2 Customer Service/ Administration or equivalent
• European Computer Driving Licence (ECDL) or RSA Stage II/III Typing
• NVQ 3 Customer Service/ Administration or equivalent knowledge

• Previous clerical experience

• Articulate and able to communicate clearly: verbally and written
• Good interpersonal skills - able to work as a team
• Able to use initiative and show practical skills and dexterity
• Competent to communicate with all grades of staff and public
• Knowledge and use of outlook, excel and word
• Ability and experience in managing own workload
• Demonstrates initiative and use of innovative and lateral thinking in problem solving
• Good analytical skills to ensure good knowledge and experience in balancing theatre lists/clinic mix
• Knowledge of Patient Administration System
• Good understanding of clinical procedures in order to manage waiting list
• Knowledge of Medical terminology