Patient Experience Clerk

The Great Western Hospitals NHS FT; Swindon; On-site; GBP 20,000 - 28,000; Full time

Job summary

A leading healthcare provider in Swindon is seeking a Patient Experience Clerk to join their team. You will provide high-quality administrative support, ensuring smooth operations in clinics and enhancing the patient experience through effective communication and management practices. The ideal candidate should have excellent customer service skills, with a keen understanding of operational management in a healthcare setting. This role offers opportunities for professional growth while upholding the service values of the organization.

Benefits

Flexible working arrangements

Support for professional development

Health and wellbeing initiatives

Qualifications

• Experience in clinic administration or similar role is preferred.
• Ability to manage and improve service delivery standards.
• Understanding of healthcare administration best practices.

Responsibilities

• Manage day-to-day key performance indicators for the unit.
• Deliver excellent service to all patients at each interaction.
• Ensure all outpatient administration processes are efficient and effective.

Skills

Excellent customer service skills

Operational management

Effective communication

Job description

Patient Experience Clerk

We are looking for a Patient Experience Clerk to join our team here at the Great Western Hospital. You will develop and maintain an effective, friendly and professional clinic administration service for patients and staff, ensuring clinics are administered according to best practice with appropriate staffing levels and efficient use of resources. Working closely with the Outpatient Management team, you will continually improve service delivery liaising with key stakeholders through effective staff and process management and control.

At the time of advertising, this role does not meet the minimum requirements set by UK Visas and Immigration to sponsor candidates to work in the UK. For this reason, we are unable to sponsor anyone for a skilled worker visa for this role. We are happy to accept applications from candidates who can prove their right to work in the UK or via alternative visa routes. Such applications will be considered alongside all other applications.

Responsibilities

• Operationally responsible for the delivery day to day key performance indicators for the unit, in line with divisional and organisational goals and targets, including delivery of national targets like 18‑weeks Referral to Treatment.
• Be the custodian of a brilliant experience for all our patients, role model through excellent customer service skills at all points of patient engagement with a warm and engaging interaction and a smile at all times.
• Operationally responsible for day‑to‑day delivery and implementation of departmental procedures, liaising with other management groups & departments to ensure processes meet the needs of services, divisions and the organisation.
• Responsible for the standard and quality of the Outpatient Administration, requesting, analysing and acting on information relating to general performance activity and quality, and taking corrective action where appropriate to meet the required standards or improve quality.
• Use waiting lists, on‑hold reports and other patient tracking reports to direct outpatient administrators to book outpatient appointments in line with the Trust's Elective Access, Booking and Choice Policy, monitoring booking performance against key performance indicators.
• Work with service leads to ensure Referral to Treatment (RTT) performance targets are met and patients are booked in order of chronology or clinical necessity and in accordance with the Trust's Elective Access, Booking and Choice of Day policy and departmental Standard Operating Procedures.
• Check all patient demographics at clinic attendance, updating changes on the patient administration system and administering overseas patient payment forms.
• Manage follow‑up patient wait list for service by validating the "Validation tool", completing a test‑your‑knowledge assessment and submitting the information to the automation team within the agreed time frame.

Our Values

Our STAR values - Service, Teamwork, Ambition and Respect - are a golden thread running through everything we do. These values serve as a guiding principle, driving us towards our vision of delivering great joined up services to our local community. Whether at home, in the community, or within the hospital, our goal is to empower individuals to lead independent and healthier lives.

Application Guidance

Thank you for expressing interest in this role. For further employer guidance, please review the attached supplementary applicant information. Applications for this role should be written by the applicant. If artificial intelligence (AI) programmes are used, then the application may be rejected due to this document being an important part of the assessment process. This does not prevent applicants seeking appropriate support with applications should they need to for the purposes of any declared disability.

Eligibility and Sponsorship

Applications from job seekers who require current Skilled Worker sponsorship to work in the UK are welcome and will be considered alongside all other applications, subject to eligibility of the role for a skilled worker visa and salary requirements. Not all roles in the Trust are eligible for sponsorship.

• Current right to work in the UK, subject to verification.
• Qualification of the eligibility sponsorship criteria.

From 4 April 2024, UK immigration policy changes have increased minimum salary levels for skilled workers. For further information visit the UK Visas and Immigration website.

Staff Support

We are committed to supporting our staff in achieving a healthy work‑life balance through flexible work arrangements. Upon joining the Trust, you have the right to request flexible working, with an unlimited number of requests allowed.

Upon acceptance of a job offer, your information will be transferred to the national NHS Electronic Staff Records System. All communication regarding your application will be conducted via email; please ensure to check your junk/spam folders as emails may occasionally be filtered there.

About Great Western Hospitals NHS Foundation Trust

Great Western Hospitals NHS Foundation Trust is a unique organisation, serving as the sole integrated provider in the Bath and North East Somerset, Swindon and Wiltshire system. Our scope extends beyond boundaries as we oversee adult community services in Swindon and provide acute care from the Great Western Hospital. We have 5,500 staff with 1.2 million patient contacts a year, 13,000 operations carried out in our theatres, around 4,000 babies born, and our emergency attendances are now well over 100,000 per year.

We are cultivating a culture that fosters our ambitions, prioritising equality, diversity, inclusion, wellbeing and leadership. We aim to create an environment where every member of our team can truly thrive.

The Trust is a Disability Confident Employer; all applicants who have a disability can opt to be considered under the guaranteed interview scheme, which means that, providing they meet the minimum essential criteria for the post, they will be offered an interview. We are also proudly accredited as a Veteran Aware organisation and have signed the Armed Forces Covenant.

Close Date

If we receive a high volume of applications, we may close adverts prior to the published closing date. Therefore, we advise you to complete and submit your application as soon as possible.