Outpatient Booking Clerk | Wrightington, Wigan and Leigh Teaching Hospitals NHS Foundation Trust

Wrightington, Wigan & Leigh NHS Foundation Trust; Appley Bridge; On-site; GBP 22,000 - 26,000; Full time

Job summary

A healthcare provider in Appley Bridge is seeking an Outpatient Booking Clerk to manage patient appointments and provide administrative support. The ideal candidate should have excellent customer service skills, a high level of data entry accuracy, and the ability to work in a busy environment. Responsibilities include booking appointments, supporting clinical staff, and ensuring high-quality service delivery. The role requires flexibility to adapt to changing priorities.

Qualifications

• Experience in busy administrative setting with interruptions.
• Ability to work flexibly and adapt to changing conditions.
• Demonstrate high accuracy in data entry and customer service.

Responsibilities

• Book appointments for patients in accordance with rules.
• Provide efficient administrative support to clinical staff.
• Deal with enquiries from patients and liaise with medical staff.

Skills

Customer service skills

Interpersonal communication

Error-free data entry

Tools

IT systems

Job description

We are looking to recruit a full time members of staff for 34 hours per week within the Outpatient Booking Clerk at Wrightington Hospital.

You must have experience of working within a busy, pressurised customer focused administration / office environment with an ability to deal with frequent interruptions. You must also have experience of using IT systems in the workplace.

You must be able to demonstrate keyboard skills with high level of data entry accuracy, be a motivated, enthusiastic individual who possess excellent interpersonal and communication skills with an ability to work effectively on your own initiative and within a team.

It is necessary to be flexible and able to adapt quickly to change and altering work patterns. Will be covering various admin and clerical duties in line with service demands.

It is important that you detail in your supporting statement how you meet the essential/desirable requirements given on the person specification.

PREVIOUS APPLICANTS NEED NOT APPLY

The main duties of this role are to provide an efficient and flexible administrative service that supports the clinical staff in the delivery of an effective booking service. To maintain a patient centred approach in the delivery of the service that supports patients in exercising choice. It is important that you have first class customer service skills along with a professional telephone manner.

Choose Well – Choose WWL

Wrightington, Wigan and Leigh Teaching Hospitals, NHS Foundation Trust are the proud providers of acute hospital and community services to the people of the Wigan Borough and surrounding areas. At WWL, we value our staff believing that ‘happy staff, makes for happy patients’. We have a recognised track record in staff engagement, and living our values ‘the WWL Way’.

WWL are committed to placing the patient at the heart of everything we do, and in the provision of safe, effective care that acknowledges and ensures dignity. With this in mind we are seeking to recruit people who share our values and beliefs.

Key results from the job holder

• To book appointments for patients attending outpatient clinics, pre operative assessment and admission for elective surgery in accordance with booking rules
• Display a professional attitude at all times when dealing with the general public and colleagues alike whilst using effective communication skills to influence the out come in issues causing concern.
• To receive patients attending for elective admission or pre operative assessment, ensuring that all patient demographic details are updated both on PAS and in the casenotes.
• Assist members of the clinical staff with any queries concerning administrative processes.
• To support and assist team members across sites where there are staff shortages, whilst working as part of one multidisciplinary team
• Deal with enquiries from patients, GP’s and other disciplines of staff regarding bookings.
• Liaise with the consultant staff and medical secretaries regarding arranging urgent admissions and /or outpatient appointments
• Process referrals to consultants for assessment of priority in a timely manner and once the relevant appointment is booked and negotiated with the patient ensure that all the associated documentation is tracked and processed accordingly.
• Liaise with the clinical staff to ensure the delivery of a seamless service for patients attending either as an outpatient or inpatient
• Promote and develop good communication links with all disciplines of staff involved in the booking process both internal and external to the Trust.

PlanningandOrganisationalDuties

• Tolocateandprepare casenotesforpatientsattendingforelectiveadmissionandpre operative assessment and be responsible for the recording on PAS of all patient outcomes within agreed deadlines where appropriate
• ToapplyTrustandNational policiesandproceduresinorder toachieveinternal and external targets and deadline.
• Toberesponsibleforthequalityandaccuracyofall datainputofbothwrittenand electronic information that they are recording.
• Toresolvequeriesandredirectenquiriesbyutilisingtheknowledge and implementation ofthe'Booking Methodology'and 'WaitingTime' targets.
• Toundertakegeneralclericaltasksasappropriatee.g.filing,photocopying
• Responsible for the reporting of any incidents / accidents to the supervisor and participatingintheinvestigationbycompletingnecessarydocumentationandany relevant follow up processes.
• Produceandsendallpatientcorrespondenceandinformationrelatingtobookingin accordance with procedures and data quality standards in a timely and accurate manner in accordance with Trust and National targets and guidelines
• Deal withthecancellationofclinics/theatresessionsandrebookingofpatientsin accordance with instructions and guidelines
• MaintaintheaccuracyofIP/OPWaitingListsbyongoingvalidationensuring compliance with access times and target

CommunicationsandKeyWorkingRelationships

• Demonstrateeffectivecommunicationusingthespokenandwrittenwordtoinfluence the outcome.
• Demonstrateawarenessandsensitivityofpatientswith hearingdifficultiesandwhere patients language is not Englis
• Receiveandprocessall messagesinaccordancewithinstruction.
• UtilisetheTrust'sITresourcesappropriatelyinlinewiththepoliciesandprocedure.
• Maintainaccurate,timelyandlegiblewrittenandelectronicrecords

ResponsibilityforFinance

• Tobeawareoftheneedforcosteffectiveuseofresourceswhendeliveringtheservice

ResponsibilityforHumanResources

• AdheretoTrustPolicies,ProceduresandGuidelines
• EnsurecompliancewithMandatorytrainingrequirementsinaccordancewithTrustPolicy
• CompliancewithTrustPoliciesandProcedures

ResponsibilityforHealth & Safety

• SummonSecuritypersonnel tothedepartmentasandwhenrequiredusingowninitiative
• Tocomplywithall HealthandSafetyissuestakingaproactiverolebymanagingthe Health and safety of themselves and others at all times where practicably possible.
• Totakeindividual responsibilityformanagingriskswithinownworkingenvironment, complying with Trust regulations around reporting and managing risk reductionstrategies.
• Tobeinvolvedinmanagingrelatedriskassessmentsandeffectivelytakingcareto include others that may be affected by their actions.
• Tobepro-activeregardingpotentialHealthandSafetyissues.

ResponsibilityforTeaching

• Supportalearningenvironmenttoenableallmembersoftheteamtodevelop
• Recogniseandacceptresponsibilityforyourownpersonaldevelopment
• Supportdevelopmentsthatcontribute toindividualgoalsandtothose ofthe department

This advert closes on Sunday 9 Nov 2025