Patient Experience Clerk - Outpatients | Great Western Hospitals NHS Foundation Trust

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

Job summary

The Great Western Hospitals NHS FT in Swindon invites applications for a Patient Experience Clerk to join our Outpatients team. You will develop and maintain a friendly, professional clinic administration service for patients and staff, ensuring clinics run to best practice with appropriate staffing and resources.

Working closely with the Outpatient Management team, you will improve service delivery, liaise with key stakeholders, and manage staff and processes to meet national targets and

Qualifications

• Experience in clinic administration and patient service is desirable.
• Ability to manage appointments and patient data accurately.

Responsibilities

• Operationally responsible for delivering day-to-day Outpatients administration, including appointment bookings and patient data processing.
• Monitor and report on clinic performance and waiting lists to support service delivery.
• Liaise with Outpatient Management and other departments to ensure processes meet service needs.
• Ensure patient demographics and records are accurate at attendance and in the patient administration system.
• Handle overseas patient payment forms and related admin tasks as required.
• Support staff in meeting national targets such as RTT and Elective Access policies.
• Direct outpatient staff to implement booking policies and ensure timely patient flow.
• Maintain a high standard of customer service and patient experience across all touchpoints.

Job description

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.

• 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
• 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.

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.

This advert closes on Wednesday 14 Oct 2026

Proud member of the Disability Confident employer scheme

Patient Experience Clerk - Outpatients | Great Western Hospitals NHS Foundation Trust

Company: The Great Western Hospitals NHS FT Salary: £25,760 - £27,476 per annum pro rata Hours: Full-time Location: Swindon, SN3 6BB Job type: Permanent Posting date: 7 Oct 2026 Closing date: 6 Nov 2026

Summary

PREVIOUS APPLICANTS NEED NOT APPLY

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.

• 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
• 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.

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.

• 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.

This advert closes on Wednesday 14 Oct 2026

Proud member of the Disability Confident employer scheme

About Disability Confident

Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.

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