Appointments Clerk

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

Job summary

A major healthcare provider in Stoke-on-Trent is seeking to fill a role in their Call Centre within the Outpatient Department. This position requires a strong commitment to ensure a patient-focused and efficient journey from referral to appointment. The ideal candidate will excel in customer service and communication, utilizing various Trust systems to manage patient pathways effectively. This role emphasizes data quality management and client liaison, contributing to the Trust's dedication to compassionate care and operational excellence.

Qualifications

• Strong customer service skills required.
• Excellent communication skills for liaising with patients and service users.
• Ability to manage data quality effectively.

Responsibilities

• Ensure patient journey from referral to appointment is smooth and efficient.
• Utilize Trust systems to support patient pathways.
• Liaise with ambulance contracts to maintain communication and standards.

Skills

Customer service

Communication

Data quality management

Tools

Choose and Book

Patient Administration system

Savience

iportal

Filefast

Job description

About the Role

University Hospitals of North Midlands is currently unable to provide sponsorship for this role. 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 it is important to note that UHNM will be unable to offer sponsorship at the end of your graduate visa; you must also have at least six months until your graduate visa expires at the start of your employment for training and operational reasons.

An exciting opportunity has arisen to work within the Call Centre in the Outpatient Department. We are a Compassionate Trust who work together as a team, safety is paramount and we continually review and improve the service for our patients. To ensure that the patient journey from receipt of referral letter to appointment in clinic and any subsequent follow‑up appointment is patient focused, efficient and effective, you will incorporate the use of all the Trust’s systems including: Choose and Book, Patient Administration system, Savience, iportal, Filefast and any other systems to achieve a smooth pathway for the patient alongside accurate and safe Data Quality collection.

To liaise with ambulance contracts and service users to ensure that patients travel within contract standards and communication is maintained at all times.

Responsibilities

• Ensure the patient journey from referral to appointment is patient focused, efficient and effective.
• Use Trust systems (Choose and Book, Patient Administration, Savience, iportal, Filefast, etc.) to achieve a smooth patient pathway while ensuring accurate and safe Data Quality collection.
• Liaise with ambulance contracts and service users to ensure that patients travel within contract standards and maintain communication at all times.

Application Requirements

1. All correspondence will be sent to the email address you applied from. Please ensure you check your emails regularly.
2. References – please ensure you provide email addresses for all referees for the last three years of employment.
3. We are committed to equality of opportunity and welcome applications from everyone regardless of ethnicity, disability, gender, age, faith or sexual orientation. Appointment will be based on merit alone.
4. Flexible working will be considered in line with Trust policies.
5. New recruits are required to pay for their Disclosure and Barring Service check (and admin fee) prior to starting if the role requires a DBS check.
6. We work with "trac.jobs" to support our recruitment process. If you have any queries regarding this please read this privacy notice.
7. University Hospitals of North Midlands NHS Trust (UHNM) has been awarded the Gold Award for proudly supporting those who serve. We actively encourage applications from the Armed Forces community.
8. We will communicate with you regarding your job application via email. Please be aware that we cannot guarantee the security of any emails sent/received via non‑encrypted format.
9. If you would like support completing an application form, please contact the recruitment department on 01782 675533 where one of our trained assistants will be able to help.
10. At UHNM we are fortunate to receive a high volume of applications for many of our roles; on this occasion we would reserve the right to close any advert early, therefore please apply without delay!
11. If you obtained your qualifications overseas, you will be required to provide an official government translation through ECCTIS (formerly known as NARIC).
12. Please note, this is in addition to any professional registration requirements and is not a replacement for your qualifications.
13. If you are currently in the UK on a visa, you must have at least six months remaining on your visa at the time of your start date to ensure sufficient time for the operational and training process associated with the role. The requirement of at least six months remaining on your visa does not apply to a Skilled Worker Visa, as a new Skilled Worker Visa would be required for a new role.
14. UHNM supports the responsible use of Artificial Intelligence (AI) to assist in preparing your supporting statement. However, we reserve the right to reject applications where AI has been used in a misleading manner, for example, by implying experience or understanding that the applicant does not possess or where its use is excessive or unfair. If AI has been used to support your application, you must declare this within your submission.

About UHNM

University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites – Royal Stoke in Stoke‑on‑Trent and County Hospital in Stafford – we are proud to serve around three million people and are highly regarded for our facilities, teaching and research. We are the specialist centre for major trauma for the North Midlands and North Wales.

All of our employees make a valuable contribution regardless of role here at UHNM and we are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their true potential.

UHNM creates and encourages a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected. We ask all of our employees to make a commitment to the trust’s values, co‑created by staff, patients and carers.

At University Hospitals of North Midlands NHS Trust we know that investing in, supporting and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve.