Outpatient Clinic Receptionist/Call Centre Clerk

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

Job summary

A healthcare organization in Luton is looking for an Outpatient Clinic Receptionist/Call Centre Clerk to provide excellent customer service. The role requires excellent clerical and communication skills, along with experience in a call centre. Successful candidates will join a commitment to patient care and be part of a dedicated team, interacting with patients both in person and over the phone.

Benefits

Full training programme

Career progression opportunities

Qualifications

• Must have clerical experience.
• Call centre experience is essential.
• NHS experience is preferred.

Responsibilities

• Provide a professional reception service to patients.
• Manage booking and follow-up clinics efficiently.
• Handle calls related to outpatient appointments.

Skills

Clerical skills

Customer service skills

Communication skills

Confidentiality awareness

Computer literacy

Education

At least 3 GCSEs or similar qualification

Tools

iPM

Choose and Book

Windows packages

Job description

Bedfordshire Hospitals NHS Foundation Trust

Outpatient Clinic Receptionist / Call Centre Clerk

The closing date is 11 November 2025

We are looking for Call Centre/Receptionists to join our busy Outpatient Team.

The role on offer is:

Full time posts Mon-Fri 08:30 - 17:00 with a 1 hour break

We would like to hear from people who enjoy interacting with the public and are passionate about delivering customer service to a high standard in a busy environment both face to face in a clinic setting or over the telephone in the call‑centre.

To provide a courteous reception service to patients and clinicians in line with office procedures or manage all calls presented to the Outpatient Appointment line relating to outpatient appointments.

We offer a full training programme and potential further career progression.

Main duties of the job

To provide a prompt and professional call‑centre or clinic reception service to patients in line with office procedures, contributing to the overall efficient and effective running of the outpatient appointment function.

To manage the booking of designated follow‑up clinics and ensure that these are booked efficiently and that any booking issues are raised immediately with medical staff to ensure patient care is not compromised.

To manage all calls presented to the Outpatient Appointment line relating to outpatient appointments including Choose and Book dealing with all issues that arise and agreeing a suitable outcome ensuring both systems iPM and Choose and Book are updated to ensure quality data, ensuring that new patients are offered patient choice and seen within clinical priority guidelines and national waiting times standards.

About us

Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton. Both hospital sites offer key services such as A&E, Obstetrics‑led Maternity and Paediatrics. You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.

Our values

We not only recruit based on qualifications and experience - we recruit individuals who demonstrate the behaviours which underpin our Trusts core values. We achieve this by using values based recruitment. We are dedicated to making our recruitment practices as inclusive as possible for everyone, we are committed to promoting equality and diversity, and creating a culture that values differences.

Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. All new staff will be subject to a probationary period covering first 6 months in post. Travel between hospital sites may be required. Please review all documents attached to ensure you familiarize yourself with all requirements of the job.

Job responsibilities

Please read the full Job Description and Person Specification attached before applying for this role.

Person Specification

Qualifications/Training

• At least 3 GCSEs - or similar qualification or experience

Experience

• Must have clerical experience
• Call centre experience
• NHS experience, Choose and Book experience

Knowledge

• Understanding of the need of confidentiality awareness at all times
• Must be computer literate and familiar with Windows packages
• Have knowledge evidence of iPM and / or Choose and Book

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.

Bedfordshire Hospitals NHS Foundation Trust