Patient Experience Clerk - Outpatients

Great Western Hospitals NHS Foundation Trust; Swindon; On-site; GBP 26,000 - 27,000; Full time

Job summary

Great Western Hospitals NHS Foundation Trust is seeking a Patient Experience Clerk for the Outpatients department in Swindon. The role involves developing and maintaining a friendly, professional clinic administration service for patients and staff, ensuring clinics run efficiently and with appropriate staffing levels.

You will work closely with the Outpatient Management team to improve service delivery, manage staffing and resources, and uphold best practices in patient engagement while

Qualifications

• Experience in a customer-focused administrative role.
• Understanding of outpatient services and performance indicators.
• Willingness to undertake NHS IT system training.
• Commitment to equality and patient experience.

Responsibilities

• Deliver day-to-day outpatient administration to meet RTT targets.
• Ensure high-quality patient experience with excellent service.
• Collaborate with management to optimise clinic processes.
• Directly support staff and clinics with efficient resource use.

Skills

Administrative experience

Outpatients experience

Customer service

IT literacy

Education

NVQ Level 3

GCSE Maths & English

Tools

Patient administration system

Medway system

Job description

Main area Outpatients Grade Band 3 Contract Permanent Hours Full time - 37.5 hours per week (Monday to Friday) Job ref 249-7906380-2

Employer Great Western Hospitals NHS Foundation Trust Employer type NHS Site Great Western Hospital NHS Foundation Trust Town Swindon Salary £25,760 - £27,476 per annum pro rata Salary period Yearly Closing 15/09/2026 23:59

Band 3

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.

Our 5,500 staff have 1.2m patient contacts a year, with 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. Those numbers only tell part of our story about what an exciting time it is to join Great Western Hospitals.

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

Job overview

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.

Main duties of the job

• 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 a warm and engaging interaction with 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

Working for our organisation

We are proud to be part of BSW Hospitals Group – a formal partnership between Great Western Hospitals NHS Foundation Trust, Royal United Hospitals Bath NHS Foundation Trust and Salisbury NHS Foundation Trust. With a combined workforce of over 17, 600 colleagues, and budget of 1.6 billion the Group is united by a common purpose to deliver the best possible care to over 1 million people. We are creating a heath and care system that works with the people we care for, reducing the differences people currently face in access, experience and outcomes, improving the experience of our colleagues and tackling shared challenges like sustainability and finances. Every improvement we make across our Group will be guided by what creates the greatest benefit for our colleagues, our patients, our communities and our partners.

Detailed job description and main responsibilities

• 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 and completing and submitting the information to the automation team within the
  agreed time frame.

Please see the attached job description for full information

Qualifications

• GCSE3 or above including Maths and English
• Evidence of continuing professional development
• Evidence of Health & Safety training
• Educated to NVQ Level 3
• Willingness to undertake NHS specific IT system training including Medway clinic template maintenance, case-note tracking, patient transport system

Experience

• Evidence of significant administrative experience within a customer focused environment.
• Experience and understanding of outpatient services and performance indicators
• Experience in implementing NHS policies and guidelines relevant to outpatient services
• Evidence of successful process design and implementation
• Proven experience of developing administrative processes, analysing information, and report writing
• Past experience of working in an area specialising in healthcare appointment making

Certificate of Sponsorship - Sponsorship can only be offered where the role meets the relevant eligibility criteria, including minimum salary requirements. Please note that not all roles within the organisation are eligible for sponsorship. Eligibility for this role includes:

• Current right to work in the UK, subject to verification

Meeting the Skilled Worker visa criteria, where applicable

From 4 April 2024, UK immigration policy changes increased the minimum salary levels required for Skilled Worker visas. Further information is available on the UK Visas and Immigration website.

Current employees should be aware that this position is advertised as a Great Western Hospitals position and appointment ends any TUPE protection.

Candidates are responsible for covering the cost of their own DBS check if required: £21.50 for a Standard DBS check, recoverable from the first pay, or £49.50 for an Enhanced DBS check, divided and recoverable over the initial two pay periods. Payment for DBS checks for bank posts must be settled prior to commencement. Apprentices are exempt from DBS payment.

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.

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.

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.