Clerical Officer/Receptionist

We are looking for a highly organised and customer-focused Clerical Officer/Receptionist to join our Outpatient Services team. In this role, you will provide efficient administrative support to ensure patients receive a high-quality service throughout their outpatient journey. You will be responsible for processing referrals, booking and managing appointments, maintaining accurate patient records, preparing clinic documentation, and providing a professional reception and telephone service.

Responsibilities

• Process referral letters received from General Practitioners and other healthcare professionals in line with Trust Policies.
• Make appointments in a polite and helpful manner, following Trust Policies and local guidelines for clinic formats using the relevant Administration System.
• Ensure patients have appointments booked with the appropriate clinic in priority according to their clinical needs and in chronological order.
• Arrange any special requirements for patients including transport and interpreting services where appropriate and in a timely and efficient manner.
• Record information on the relevant Trust’s administration system including PAS, in an accurate and timely manner in accordance with local Trust policies.
• Ensure all patient correspondence, including test results, are dealt with promptly.
• Retrieve relevant patient information from the appropriate administration system.
• Respond effectively to telephone communications in a polite and helpful manner, observing the need for discretion and courtesy. Take responsibility for returning follow‑up calls as necessary.
• Obtain a set of casenotes for every patient attending specified clinics. If the original casenotes cannot be found, obtain a temporary set with permission from the Supervisor and after a complete search has taken place.
• Prepare casenotes to ensure they are tidy and contain complete information including a referral letter, up to date results, patient labels and blank continuation sheets.
• Where patients have had a test or an X‑ray prior to their clinic appointment, trace and obtain the results and make them available at clinic.
• Ensure all casenotes are tracked to the appropriate location using the Case Note Tracking functionality on PAS and handwritten logs where necessary.
• Provide a professional, efficient and friendly reception service for patients and relatives attending clinics.
• Ensure patient information is accurately recorded on PAS, including attendance, cancellations and ‘Do Not Attend’ status.
• Ensure all follow‑up clinic appointments are either booked on PAS or added to the appropriate outpatient waiting list.
• Collect additional information as requested with the aim of monitoring the quality of the service provided in accordance with The Trust’s Performance Management Framework.
• Obtain information on each patient attendance and, in a timely manner, accurately record it on the Patient Administration System in line with Trust Policy.
• Respond to the receipt of test requests and follow‑up where appropriate.
• Provide suitable cover for other clerical staff in cases of absences, as delegated by the Assistant Patient Services Coordinator.
• Assist the member of staff responsible for stationery stock in ensuring an appropriate level is maintained.
• Refer to line manager any changes or cancellations to patient plans and clinics in line with the Outpatient Management Policy.

Qualifications & Skills

• Excellent communication and organisational skills.
• Strong attention to detail and the ability to prioritise a varied workload in a fast‑paced environment.
• Experience in an administrative or customer service role is essential.
• Previous NHS or healthcare administration experience, including the use of Patient Administration Systems (PAS), would be advantageous.
• Committed to delivering excellent patient care through efficient administration.

We value diversity

We warmly invite applications from people from a variety of backgrounds and sectors, and we are especially keen to hear from individuals from a minority ethnic background. We are dedicated to creating a diverse and inclusive environment where everyone feels valued, supported, and has a true sense of belonging.

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