Ward Clerk – CCA
The closing date is 02 June 2026
We are seeking a professional and proactive individual to join our existing Critical Care Ward Clerk team. This is an excellent opportunity where your interpersonal and organisational skills will make a real difference to patients, families and your colleagues every day.
One of the primary responsibilities of the role is being the first point of contact for families, both on the telephone and face to face; you will greet them with warmth and compassion, help them feel informed and provide a consistent, friendly and approachable service during their admission in Critical Care.
You will also support the clinical and admin teams managing patient data with a focus on attention to detail.
This role requires an individual who:
- is an excellent communicator and has strong interpersonal skills.
- is self‑motivated, with the ability to work collaboratively and independently.
- is flexible and organised with an eye for detail.
- has previous experience in a patient and family facing role within a healthcare setting.
- has excellent IT skills and a high level of numeracy and literacy.
This role involves following departmental standard operating procedures to provide high quality, efficient and complete administrative support service to enable efficient patient flow through the Critical Care area.
Shifts are worked across a 7‑day week rota basis. Hours fall between 08:30 and 20:30, with shift patterns varying according to service needs.
Main Duties
Key responsibilities include handling first‑line enquiries from patients, relatives, and staff via telephone, as well as providing a professional, sensitive, and welcoming in‑person reception service within the dedicated Critical Care visitors’ facility. All interactions must be conducted with discretion and in confidence to comply with the Trust’s Information Governance policies.
Assist with the coordination of patient activity through the Critical Care area by completing designated admission and discharge tasks via EPR system and in collaboration with PALS.
Work with the Critical Care in‑charge teams to ensure that an accurate bed state is maintained at all times.
Retrieve and track patient CAF notes efficiently via EPR system, organising prompt return to HRD on discharge in line with Trust policy.
Support Bedside Nursing team with recording and management of patient property and, when required, deliver items with value to the Cashiers Office for safekeeping and retrieve patient property from the wards.
Provide designated patient NOK with appropriately signed letters to apply for concessionary car parking tickets with clear escalation for any exceptional circumstances when required and maintain a spreadsheet of issue dates.
Discharge patients via ERP from the Critical Care area, ensuring accurate RTT (Referral to Treatment) code is applied.
Routinely collect Patient Experience data in advance of discharge to the ward as appropriate with patients or their relatives.
Qualifications
- High level numeracy and literacy.
- NVQ II in Administration or Customer Service or equivalent qualification or experience.
- European Computer Driving Licence (ECDL) or equivalent qualification or experience.
Experience
- Previous experience of working in an NHS setting including patient and relative facing contact.
- The ability to communicate sensitive information to colleagues and relatives.
- Maintain confidentiality and compliance with GDPR.
- Previous experience of using Microsoft Office Applications.
- Demonstrate attention to detail in written and electronic communication and information storage.
- The ability to work as part of a multi‑disciplinary team to ensure high quality and effective administrative support.
- Ability to organise, prioritise and adjust own workload in relation to the priorities of the department on a daily basis.
- The ability to suggest changes to own practice.
- Demonstrates personal duty of care in relation to the safe use of equipment and other resources.
- Utilise personal problem‑solving skills to assist patients, carers and staff.
- Ability to share knowledge and skills with other team members.
- NHS EPR systems.
Additional Criteria
- As well as being able to demonstrate examples of how they work in a way that is consistent with our values of compassion, excellence and collaboration the successful candidate will be able to clearly demonstrate a commitment to driving culture change through equality, diversity and inclusion.
Disclosure and Barring Service Check
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.
Equal Opportunity Statement
The Trust values difference and welcomes all applications irrespective of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion and belief, sex and sexual orientation. Anyone with a disability will be offered an interview if they meet the minimum post criteria.
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