Appointments Officer / Clerk

NHS; Plymouth; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading healthcare provider is seeking a receptionist to join their team at SHiP in Plymouth. The role involves providing efficient administrative support, managing patient communications, and ensuring confidentiality in a sensitive environment. Ideal candidates will have experience in customer service and relevant qualifications, contributing to a people-focused organization dedicated to patient care.

Benefits

Opportunities for career development

Flexible working options

Qualifications

• Previous experience as a receptionist/telephonist.
• Experience with IT packages and clinic booking systems.

Responsibilities

• Serve as the first contact point for patients accessing SHiP.
• Book patient appointments and manage clinic schedules.
• Handle sensitive information and assist distressed patients.

Skills

Communication

Customer Service

IT Skills

Education

NVQ Level 2 in Business Admin or Customer Service

Job description

Provide a professional, efficient, and effective contact, administration, and booking service to patients and visitors engaging with SHiP (Sexual Health in Plymouth) and the Pregnancy Advisory Centre (PAC) in accordance with Trust policies and standards relating to confidentiality and customer care.

Act as a first point of contact for service users, ensuring efficient and sensitive communication with patients and healthcare professionals. Ensure confidential information is processed accurately, and data coding is in line with departmental procedures.

FTC for maternity cover, with the possibility of becoming permanent.

Preference will be given to internal Trust staff, as well as 'Priority' and 'At Risk' status including NHS At Risk staff throughout Devon who display recent relevant experience as dictated by the Person Specification.

Main duties of the job

• Communicate with staff and patients at all levels, explaining issues/policies and supporting vulnerable patients in difficult circumstances, maintaining professionalism and a non-judgemental approach.
• Book patient appointments in person and over the telephone, often for distressed, vulnerable, or learning difficulty patients.
• Carry out reception duties and prepare documentation for clinics.
• Manage IPM and SHiP IT systems, ensuring compliance with Trust policies.
• Respect patients' customs, values, and spiritual beliefs.

About us

We are a people-focused organization where every staff member matters. Patients are central to our work. Joining University Hospitals Plymouth NHS Trust offers opportunities for career development in a progressive environment. We are based in a vibrant, modern city with a rich history. Please note that all communication will be electronic; check your email regularly. For application support or reasonable adjustments, contact the recruitment team at 01752 432100. We support flexible working and encourage diverse applicants. Vacancies may close early; if you haven't heard within 4 weeks of closing, consider your application unsuccessful.

Job responsibilities

• Serve as the first contact point for patients accessing SHiP, in person or by phone.
• Assist distressed or vulnerable patients, providing appropriate guidance.
• Handle sensitive information and convey it appropriately.
• Use judgment and initiative to manage complex situations and patient anxieties.
• Efficiently use SHiP IT systems for data entry, amendments, and patient registration.
• Book appointments, send appointment letters, process online testing requests, and handle samples.
• Prepare testing kits and ensure clinic lists are up-to-date.
• Create patient alerts and ensure patients are booked in appropriate clinics promptly.
• Manage clinic schedules, rebook cancelled appointments, and record patient attendance.
• Adhere to the Trust's waiting list policies and assist in managing clinic utilization.
• Trace case notes accurately and return them to Health Records timely.
• Inform patients of test results via SMS and assist in training new staff.
• Maintain professional development and confidentiality at all times.
• Carry out other clerical duties as assigned by the line manager.

Communication & Working Relationships

Handle confidential inquiries, communicate sensitively with distressed patients, and demonstrate professionalism in all interactions.

Person Specification

Experience

• Previous experience as a receptionist/telephonist.
• Experience with IT packages and clinic booking systems.
• NVQ Level 2 in Business Admin or Customer Service or equivalent experience.

Disclosure and Barring Service Check

This post requires a DBS check due to the Rehabilitation of Offenders Act (Exceptions Order) 1975.