Outpatients Front of House Clerk

East and North Hertfordshire NHS Trust; Stevenage; On-site; GBP 21,000 - 25,000; Full time

Job summary

A regional healthcare trust in the UK is seeking an Outpatients Front of House Clerk to provide outstanding service and support patient care. The role involves coordinating outpatient services, ensuring efficient patient flow, and acting as the first point of contact for patients and visitors. Candidates should possess strong interpersonal skills and prior administrative experience, ideally within the NHS setting. The trust values a commitment to equality, respect, and excellent customer service.

Qualifications

• Educated to GCSE level or equivalent, including English and Maths.
• Demonstrable evidence of continuous personal development.
• Previous clerical/administrative experience in a reception environment.
• Understanding of patient confidentiality and data protection.

Responsibilities

• Act as first point of contact for outpatient visitors.
• Ensure administrative cover during clinic times.
• Check in patients on arrival and confirm details.
• Work closely with clinical teams to manage waiting areas.

Skills

Excellent interpersonal communication

Organisational skills

Customer service experience

Data protection awareness

Microsoft Office competence

Education

GCSE level or equivalent

NVQ Level 2 or 3 in Business Administration

Job description

Job overview

We are recruiting for a Outpatients Front of House Clerk who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.

We are a seeking motivated individual to join our Outpatients Front of House team as an Outpatients Front of House Clerk. This role offers variety, challenge, and the opportunity to contribute directly to patient care by ensuring the smooth and efficient coordination of outpatient services.

You will provide a professional and welcoming front-of-house service for the Outpatients Department, acting as the first point of contact for patients and visitors. This role is pivotal in supporting the smooth flow of clinics by checking patients in, booking follow‑up appointments while patients are on‑site, and ensuring accurate financial reconciliation and cashing‑up of clinics.

You will play an integral role in maintaining high standards of patient care, confidentiality, and customer servicevou? and in supporting the Trust’s commitment to efficient and patient‑centred service delivery.

This position involves a level of autonomy, decision‑making within clearly defined procedures, and the ability to resolve routine problems without direct supervision. It is suitable for individuals with prior NHS administrative experience or relevant transferable skills.

At the heart of everything we do are our core values: Include, Respect, and Improve. We encourage you to embrace these values throughout the recruitment process and in your role with us.Main duties of the job Deliver an efficient, front‑facing reception and administrative service, acting as first point of contact for outpatient visitors.

Provide a courteous and efficient reception service to all patients, relatives and visitors.

Ensure administrative cover during clinic times, communicating with supervisor if there are any problems.

Check in patients on arrival and confirm or update personal details accurately in the Patient Administration System (PAS).

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Provide information on clinic locations, waiting times, and general outpatient services.

Ensure smooth patient flow through the department by working closely with clinical teams to manage waiting areas.

Support the smooth running of clinics by working proactively with nursing and medical staff to manage patient flow and reduce delays.

Working for our organisation

At East and North Hertfordshire Teaching NHS Trust, we are proud of the range of general and specialist services we provide and our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible and innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.

We run the following hospitals:

• The Lister Hospital, Stevenage
• New Queen Elizabeth II (New QEII), Welwyn Garden City
• Hertford County, Hertford
• Mount Vernon બચ? Cancer Centre (MVCC), Northwood

We have ambitious plans to become an outstanding, patient‑led Trust where dedicated staff provide high‑quality, compassionate care to our patients. We continue to undergo significant transformation and our staff and patients are at the heart of delivering this ambitious agenda.

We are committed to a positive work life balance for our employees. This means that any employee is entitled to seek to work flexible working patterns and we are committed to listen and consider all requests. Such ಅಪೇಕ್ಷಗಳು must be made and considered formally, and will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.

Detailed job description and main responsibilities

Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role.

Person specification

Qualifications/Training

Essential criteria

• Educated to GCSE level or equivalent, including English and Maths (A-C / 9-4)
• Demonstrable evidence of continuous personal development

Desirable criteria

• NVQ Level 2 or 3 in Business Administration or Customer Service
• Training in NHS systems (e.g., Lorenzo, Patient Contact Centre)

Previous Experience

Essential criteria

• Previous clerical/administrative experience in a reception environment
• Experience in customer service roles, especially handling telephone queries

Desirable criteria

• Previous NHS or healthcare administrative experience
• Experience of Haupt? working with confidential and sensitive information

Skills and Knowledge

Essential criteria

• Understanding of the importance of patient confidentiality and data protection
• Awareness of equality, diversity and inclusion in a healthcare setting
• Excellent interpersonal and communication skills (verbal and written)
• Ability to remain calm under pressure and diffuse challenging situations professionally
• Strong organisational skills and attention to detail
• Competent in the use of Microsoft Office, particularly Excel and Outlook
• Ability to prioritise workload and manage time effectively
• Ability to input and retrieve data from electronic systems accurately
• Familiarity with outpatient appointment booking procedures

Desirable criteria

• Knowledge of NHS access targets and RTT (Referral to Treatment) pathways
• Ability to adapt communication forCIÓN? patients with additional needs or non-English speakers
• Ability to generate simple reports and spreadsheets

Personal Attributes

Essential criteria

• Polite, patient‑focused, and empathetic
• Flexible and able to work as part of a team
• Reliable, punctual, and professional in attitude and appearance
• Proactive and willing to learn and adapt to change

Desirable criteria

• Commitment to pursuing a career in healthcare administration

Other Requirements

Essential criteria

• Understanding of, and commitment to, equality, diversity and inclusion
• Role model our Trust values every day
• Able to work with people at all levels of an organisation