About this role
Job summary
We are recruiting for a Outpatients Front of House Clerk who shares our vision to be trusted to provide consistently outstanding care and exemplary service.
We are a seeking motivated individual to join our Outpatients Front of House team as an Outpatients Front of House Clerk. This role offers variety, challenge, and the opportunity to contribute directly to patient care by ensuring the smooth and efficient coordination of outpatient services.
You will provide a professional and welcoming front-of-house service for the Outpatients Department, acting as the first point of contact for patients and visitors. This role is pivotal in supporting the flow of clinics by checking patients in, booking follow-up appointments while patients are on-site, and ensuring accurate financial reconciliation and cashing-up of clinics.
You will play an integral role in maintaining high standards of patient care, confidentiality, and customer service, and in supporting the Trust's commitment to efficient and patient-centred service delivery.
This position involves a level of autonomy, decision-making within clearly defined procedures, and the ability to resolve routine problems without direct supervision. It is suitable for individuals with prior NHS administrative experience or relevant transferable skills
Our Values are Include, Respect and Improve. It is important that you understand and refer to our values during your recruitment process and beyond!
Main duties of the job
Deliver an efficient, front-facing reception and administrative service, acting as first point of contact for outpatient visitors.
Ensure administrative cover during clinic times, communicating with supervisor if there are any problems.
Check in patients on arrival and confirm or update personal details accurately in the Patient Administration System (PAS).
Provide information on clinic locations, waiting times, and general outpatient services.
Ensure smooth patient flow through the department by working closely with clinical teams to manage waiting areas.
Support the smooth running of clinics by working proactively with nursing and medical staff to manage patient flow and reduce delays.
About us
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 Mount Vernon Cancer Centre (MVCC), Northwood
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.
Job description Job responsibilities
In addition, you will receive a High Cost Area Supplement of 5% of your basic salary, subject to a minimum payment of £1,346 and a maximum payment of £2,270 per annum pro rata.
Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role.
Person Specification
Qualifications/Training Essential
Educated to GCSE level or equivalent, including English and Maths (A-C / 9-4) Demonstrable evidence of continuous personal development
Desirable
NVQ Level 2 or 3 in Business Administration or Customer Service Training in NHS systems (e.g., Lorenzo, Patient Contact Centre)
Previous Experience Essential
Previous clerical/administrative experience in a reception environment Experience in customer service roles, especially handling telephone queries
Desirable
Previous NHS or healthcare administrative experience Experience of working with confidential and sensitive information
Skills and Knowledge Essential
Understanding of the importance of patient confidentiality and data protection Awareness of equality, diversity and inclusion in a healthcare setting Excellent interpersonal and communication skills (verbal and written) Ability to remain calm under pressure and diffuse challenging situations professionally Strong organisational skills and attention to detail Competent in the use of Microsoft Office, particularly Excel and Outlook Ability to prioritise workload and manage time effectively Ability to input and retrieve data from electronic systems accurately Familiarity with outpatient appointment booking procedures
Desirable
Knowledge of NHS access targets and RTT (Referral to Treatment) pathways Ability to adapt communication for patients with additional needs or non-English speakers Ability to generate simple reports and spreadsheets
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.
Employer details Employer name East and North Hertfordshire Teaching NHS Trust
Address New QEII Hospital
Howlands
Welwyn Garden City
AL7 4HQ
United Kingdom
Employer's website https://www.enherts-tr.nhs.uk/ (Opens in a new tab)