Administration and Call Handler Clerk

University Hospitals of North Midlands NHS Trust; Stoke-on-Trent; On-site; GBP 20,000 - 25,000; Full time

Job summary

University Hospitals of North Midlands NHS Trust is seeking a Band 2 Administration and Call Handler Clerk at the Royal Stoke site. The role involves managing outpatient appointments, effective communication with patients, and ensuring operational efficiency within a supportive team environment. Ideal candidates will demonstrate strong organizational and interpersonal skills while contributing to a diverse and inclusive workplace.

Benefits

Wide-ranging development packages

Commitment to diversity and inclusion

Qualifications

• Previous experience in administrative roles preferred.
• Flexibility in approach to work required.
• Understanding of Trust policies and procedures.

Responsibilities

• Manage incoming calls and appointment queries.
• Ensure outpatient clinic utilization meets NHS targets.
• Communicate effectively with patients and healthcare professionals.

Skills

Communication skills

Self-motivation

Team building

Ability to work under pressure

Job description

Previous applicants need not apply

University Hospitals of North Midlands is currently unable to provide sponsorship for Band 2 and Band 3 roles. This is in accordance with UKVI guidelines and legislation, as these roles do not meet the skill nor salary threshold for sponsorship. If you hold a graduate visa, you are welcome to apply for this role; however, UHNM will be unable to offer sponsorship at the end of your graduate visa. You must also have at least six months remaining until your graduate visa expires at the start of your employment for training and operational reasons.

An exciting development opportunity has arisen for a Band 2 Administration and Call Handler Clerk based at our Royal Stoke site at the University Hospital of North Midlands NHS Trust. The successful candidate will work closely with the Clinic Administration team and Appointments Call Centre team to ensure outpatient clinics are fully utilized and patients are allocated outpatient appointments within NHS national targets.

A flexible approach is essential, along with self-motivation, the ability to work under pressure, prioritize tasks, and set objectives. Team building skills are also required, along with an awareness of Trust policies and procedures.

The role involves clerical duties, providing and receiving routine information requiring tact or persuasive skills, and communicating tactfully with patients and reception staff about appointments or other queries. The post involves handling enquiries with potential barriers to understanding and dealing with appointment queries, communicating factual routine information to patients, relatives (with consent), and external/internal bodies.

The work is diverse, including managing general internal calls, external patient calls, patient relative enquiries, and calls from healthcare professionals. The post holder will work closely with the Outpatient department to develop knowledge of specialties to improve patient experience and promote effective communication to meet Trust and Divisional objectives.

Daily communication with system administrators is required to update on slot issues, patient queries, and feedback on allocated work. Ensuring full utilization of available capacity, taking instructions from the Clinic administrator, and organizing workload and clinic appointments are key responsibilities.

University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country, serving around three million people across two sites: Royal Stoke in Stoke-on-Trent and County Hospital in Stafford. We are proud to be the specialist centre for major trauma for the North Midlands and North Wales.

All employees contribute valuably to UHNM. We offer wide-ranging development packages to help everyone fulfill their potential. We promote an inclusive culture, providing equal opportunities for career development, and are committed to diversity and inclusion, ensuring all staff feel valued and respected.

Investing in our staff directly impacts the quality of care we deliver. Our employees are as important as our patients and the community we serve.

For further details or informal visits, contact:

• Name: Courtney Simpson
• Job title: Team Leader
• Email: [e-mail]
• Telephone: [phone]