Appointments Officer / Clerk

NHS; Plymouth; On-site; GBP 24,000 - 28,000; Part time

Job summary

Join a dedicated team at a leading NHS Trust, providing essential support in a patient-focused environment. As a key contact for patients, you'll manage appointments, handle sensitive communications, and ensure compliance with confidentiality standards. This part-time role offers the chance to make a difference in the community while developing your career in healthcare.

Qualifications

• Experience in handling sensitive patient interactions.
• Ability to manage complex situations and maintain confidentiality.

Responsibilities

• Act as the first point of contact for patients accessing SHIP.
• Book appointments and manage clinic schedules.
• Handle confidential inquiries and patient complaints.

Skills

Communication

Customer Care

Confidentiality

Tools

iPM

SHiP IT systems

Job description

Job summary

Provide a professional, efficient, and effective contact, administration, and booking service to patients and visitors engaging with SHiP (Sexual Health in Plymouth) and 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 aligns 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 can demonstrate recent relevant experience as dictated by the Person Specification.

Main duties of the job

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

About us

We are a people-focused organization where every staff member matters. Joining University Hospitals Plymouth NHS Trust means becoming part of a dedicated team committed to innovation, clinical excellence, and excellent customer care. We offer career development opportunities in a vibrant, modern city with a rich history.

Note: All communication will be electronic; check your email regularly. For application support, contact 01752 432100. We support flexible working requests and encourage diverse applicants. Vacancies may close early; if no contact within 4 weeks of closing, consider yourself not shortlisted.

Details

Date posted: 12 May 2025

Pay scheme: Agenda for Change

Band: Band 2

Salary: £24,169 per year (Pro Rata)

Contract: Fixed term

Duration: 12 months

Working pattern: Part-time

Reference number: 216-CB-W7162769

Location: SHIP Derriford, Derriford Hospital, Plymouth, PL6 8DH

Job responsibilities

Provide first contact for patients accessing SHIP, handling distressed or anxious patients sensitively. Use judgment and initiative to manage complex situations. Efficiently use IT systems for data input and management, including registration, booking, and sending appointment letters. Manage online testing requests, prepare testing kits, and ensure accurate clinic lists. Create patient alerts, support national targets like 48-hour access, and manage clinic schedules, including overbooking and cancellations. Record attendances, follow-ups, and discharge patients, adhering to waiting list policies. Trace case notes using iPM and communicate results, including negative results via SMS. Assist in training new staff and maintain confidentiality at all times.

Maintain professional development, uphold confidentiality per NHS and UHP policies, and perform other clerical duties as directed. Work at a VDU screen for at least 75% of the day.

Communication & Working Relationships

Handle confidential inquiries, manage patient complaints, and communicate sensitively with distressed patients. Demonstrate professionalism and tact in face-to-face and telephone interactions.