Senior Clerical Officer

Stockport NHS Foundation Trust; Stockport; On-site; GBP 26,000 - 27,000; Full time

Benefits offered by this job

Between 27-33 days of annual leave and

Salary sacrifice schemes for lease car

Cycle to work scheme

Salary finance

Stockport Credit Union

Job summary

Stockport NHS Foundation Trust is seeking a Senior Clerical Officer (Permanent, 37.5 hours) to manage outpatient appointment administration, referrals, and data entry across multiple IT systems. You will handle calls, arrange appointments, and respond to enquiries in a professional manner.

The role supports outpatient services, with a focus on accurate data, effective appointment management, and meeting local and national targets. Flexible working and supportive team environment are highlighted.

Qualifications

• General knowledge of office/administration procedures.
• Experience of using large databases to process information.
• Experience of telephone duties.
• Working knowledge of call centre or out-patient booking procedures.
• Knowledge of NHS environment.
• Customer Service Training.

Responsibilities

• Register referrals and book appointments in line with clinical need and targets.
• Telephone patients to offer appointment dates and times.
• Manage Envoy reminder service responses and offer urgent appointments per NHS targets.
• Input and maintain patient information on IT systems.
• Discharge old and expired episodes on PAS and liaise with referrers.

Skills

Office administration

Database management

Telephone duties

Call centre knowledge

NHS environment

Customer service training

Education

5 GCSEs or relevant office experience

Job description

Senior Clerical Officer: Permanent (37.5 hours)

Take part in managing, daily, all appointment administration undertaken within the OutpatientBooking Teamo Manage and monitor the outpatient waiting listo Book appointmentso Ensure that all clinics are fully utilizedo Process patient referrals into the trusto Answer incoming calls from all our customers in a professional and appropriate manner and assistwith specific enquirieso Make outgoing calls, negotiating appointment dates and times with patientso Deal with and respond to complaints in a positive mannero Access and update various IT systems i.e. the Trust Patient Administration System, the nationalElectronic Referral system, the Evolve scanning system and Somerset Database, Envoy andother IT systemso Ensure accurate and quality data entry at all timeso Any other duties commensurate with the role

Important Notice on Visa Sponsorship Eligibility

Please note that whilst the trust does offer sponsorship this role is unfortunately not eligible for visa sponsorship under the UK Health and Care Worker/Skilled visa route. This is due to the position not meeting the minimum salary threshold of £41,700 per annum and/or the required skill level set by UK Visas and Immigration.

We appreciate your interest in this opportunity and encourage applications from candidates who already have theright to work in the UK.

Main duties of the job

Register referrals from all sources on the patient administrative system (Patient Centre) and bookappointments in accordance with clinical need and within local and national targets. Telephone patients to offer appointment dates and times, in accordance with consultantprioritisation, Trust standards and NHS targets, using Patient Centre and the national E-ReferralService systems to record appointments made

Manage the Envoy reminder service responses.Offer appointments to suspected cancer and other urgent patients according to Trust standardsand within NHS target times and recording the data on the Somerset databaseManage and monitor all patients waiting for an appointment on the Outpatient Waiting ListUpload all new referrals to the Evolve scanning system, and process their returnAnswer general telephone enquiries, taking responsibility for callers or forwarding calls to therelevant departmentRespond verbally to complaints in a polite and professional manner seeking to find a resolutionon behalf of the caller. Those which cannot be resolved to be passed to a manager or otherdepartments in the Trust for actionInput, monitor and manage patient information on various IT systems

Discharge old and expired episodes on PAS, completing and updating the patient's pathwayLiaise with referrers/ GP practices regarding incorrect patient information or referrals Liaise with multidisciplinary internal teams regarding clinic utilisation

About us

We hold a unique position in the Stockport community as the provider of healthcare and we are one of its largest employers.

We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.

We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from you.

If you require support with your application please contact a member of the recruitment team, who can discuss alternative application methods.

We recognise that flexible working is important. We take requests for flexible working seriously, consider any request we receive and try to work with you, so we can explore if your request may fit with the needs of the service.

Benefits we offer to you:

• Between 27-33 days of annual leave plus bank holidays
• Salary sacrifice schemes for lease cars, home electronics and more, to make your salary go further
• Cycle to work scheme
• Salary finance - for loans, savings, budget planning and tips on managing debt
• Stockport Credit Union- for local financial advice

Job responsibilities

The job description gives an overview of the main tasks and responsibilities of the role, and the person specifications focuses on the qualifications, skills, experience and knowledge required. These documents are attached on the page and can be downloaded.The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed

Person Specification

Education & Qualifications

• 5 GCSE's or relevant office experience

Knnowledge & Experience

• General knowledge of office/administration procedures
• Experience of using large databases to process information
• Experience of telephone duties
• Working knowledge of call centre or out-patient booking procedures
• Knowledge of NHS environment
• Customer Service Training

Skills & Abilities

• Enthusiastic, confident approach to change, calm and reliable under pressure
• Work independently and as part of a team
• Ability to plan and prioritise workload and multi task
• Methodical, systematic approach to work and keen eye for detail
• Excellent verbal and written communication skills
• Proactive
• Flexible attitude and approach to work

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.

£25,760 to £27,476 a yearpro rata per annum