Clerical Officer

The Dudley Group NHS Foundation Trust; Stourbridge; On-site; GBP 20,000 - 25,000; Full time

Job summary

A healthcare organization in Stourbridge seeks an organised and motivated Clerical Officer to provide essential administrative support within its Community Allied Health Professional team. The ideal candidate will manage patient queries, book appointments, and maintain accurate records, ensuring smooth service delivery. Candidates must have strong communication skills, prior experience in an administrative role, and a solid understanding of data protection. This position offers a chance to contribute to enhanced patient care within a supportive workplace culture.

Benefits

Flexible working options

Personal development opportunities

Qualifications

• Proven clerical/administrative experience within a customer care environment.
• Understanding of confidentiality and Data Protection Act.
• Commitment to learning and training.

Responsibilities

• Act as first point of contact for patient queries and bookings.
• Manage appointment scheduling and record keeping accurately.
• Provide comprehensive administrative support to clinicians.
• Handle patient complaints with professionalism.

Skills

Excellent communication skills

Customer service skills

Computer literacy

Organisational skills

Ability to work under pressure

Education

5 GCSEs A-C including Maths and English or equivalent

NVQ Business Administration/Customer Care NVQ2 or equivalent experience

Tools

Microsoft Word

Microsoft Excel

Job description

We are looking for an organised and motivated Clerical Officer to join our Community Allied Health Professional (AHP) Admin Team. This role is vital in providing essential administrative support to ensure the smooth and efficient running of our services.

To liaise with the clinicians, patients, and other Health Care services, to provide a comprehensive admin service to support clinicians in Community AHP Services, enabling them to focus on clinical duties and provide high quality patient care.

To answer the patient and staff phone lines, book and outcome clinic appointments, ensuing data is accurately recorded and up to date to enable effective monitoring of the services to ensure clinic utilisation and resources are maximised.

Main duties of the job

• Act as the first point of contact for the Community AHP Services, handling calls and queries from patients, carers, staff, and external professionals with empathy and professionalism.
• Provide comprehensive administrative support, including booking appointments, managing referrals, updating patient records on OASIS, and maintaining accurate databases.
• Assist with clerical tasks such as typing, photocopying, scanning, filing, and managing correspondence.
• Organise meetings, training sessions, and interpreter bookings; arrange patient transport when required.
• Support team leaders with sickness absence documentation, incident reporting (DATIX), and stock management.
• Handle patient complaints and enquiries, ensuring compliance with Trust policies and data protection standards.
• Liaise with procurement and finance teams for orders and invoices; monitor maintenance requests and equipment servicing.
• Contribute to team meetings, maintain high standards of conduct, and participate in mandatory training and annual appraisals.

About us

At the Dudley Group our patients and staff are at the heart of all that we do and that is to provide a world class service that aligns with our vision of "excellent health care, improved health for all". We are seeking to recruit staff who share our vision and values of making Dudley Group an incredible workplace.

As part of the NHS People Promise, your wellbeing is our priority, and we are committed to ensuring our employees achieve a healthy work-life balance supported by our flexible working options and by making reasonable adjustments where possible. We believe no-one should have to sacrifice family, friends, or their personal interests for work. We are a modern employer able to attract and retain high quality staff through our commitment to the NHS People Promise.

As an employer, we foster an inclusive environment where everyone feels valued, supported, and empowered to contribute their best. We want to ensure that our workforce is representative of the population we serve. More information - inclusive practice people promise.

Dudley Group offer many opportunities for our staff to develop and grow within their roles through our Learning & OD Team. These include topics such as communication, wellbeing, team development, cultural competency, and values.

Please click below to view our EDI page: Equality, Diversity, and Inclusion - The Dudley Group NHS Foundation Trust (dgft.nhs.uk)

Job responsibilities

Please refer to the attached Job Description for full details of the main duties and responsibilities that the post holder is required to undertake.

Person Specification

Qualifications & Education

• Good standard of education, 5 GCSEs A-C including Maths and English or equivalent
• NVQ Business Administration/Customer Care NVQ2 or equivalent experience

Knowledge & Training

• Proven clerical/administrative experience within a customer care environment
• Understanding of confidentiality and Data Protection Act
• Computer literate with the ability to work in variety of computer applications, including word and excel
• Commitment to learning and training
• Ability to work with confidential material and maintain confidentiality

Experience

• Excellent communication and customer service skills
• Flexible and adaptable to change
• Understanding of admin role and its application to patient care
• Previous experience working in the NHS/Healthcare environment

Communication & Relationship Skills

• Good team worker and ability to work alone
• Able to communicate effectively on the phone
• Friendly and approachable
• Professional approach to work and colleagues
• Good accurate written and oral skills
• Ability to mix with existing staff

Analytical & Judgement Skills

• Able to respond quickly in a rapid working environment
• Able to cope with different and competing demands

Planning & Organisational Skills

• Able to meet deadlines and manage time set priorities
• Highly motivated and organised
• Able to work as part of a team, using your own initiative, organising and prioritise own and other workloads to changing and often tight deadlines

Equality, Diversity, Inclusion and Trust Values

• Able to provide safe, caring, and effective services
• Values and behaviours that reflect the Trust values of Care, Respect and Responsibility
• Commitment to creating a diverse and inclusive workplace that is free from discrimination and where people feel they belong and their contribution is valued

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.

Stourbridge Health and Social Care Centre

Stourbridge Health and Social Care Centre