Senior Clerical Officer

Stockport; Stockport; On-site; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Between 27-33 days of annual leave

Salary sacrifice schemes for leasecars

Cycle to work scheme

Salary finance

Stockport Credit Union

Job summary

Stockport NHS Foundation Trust is inviting applications for an Outpatient Booking Administrator to join our busy team in Stockport. You will handle referrals, book appointments, maintain waiting lists and use Trust IT systems to ensure accurate patient data and smooth clinic flow.

We value patient-centered service, offer flexible working where possible, and provide a supportive environment with training and development opportunities within the NHS framework.

Qualifications

• Experience in NHS or health-administration is desirable.
• Ability to use multiple IT systems for patient data and appointments.
• Good communication with patients, GP practices and colleagues.

Responsibilities

• Register referrals and book appointments according to clinical need.
• Telephone patients to offer dates and record appointments in systems.
• Manage waiting lists and use national referral services.

Skills

Communication skills

Customer service

Organisation

Education

5 GCSEs or relevant office experience

Tools

Patient Centre

E-Referral Service

PAS

Job description

From the exceptional opportunities we offer, to the remarkable care we provide for our patients, we think there is something special about working here.

If you feel like you would like to be a part of our friendly team, please complete an application and start your journey to become a part of Team Stockport.

There are lots of good reasons to choose to come and work at Stockport NHS Foundation Trust. A dynamic integrated Trust with integrity and vision. Exactly the same qualities you’ll see in yourself. Stockport NHS Foundation Trust aims to be the organisation of choice for patients and an employer of choice for staff. In order to continually improve all aspects of our patient experience, we rely upon having a highly skilled, motivated, diverse, productive and patient focused workforce.

Stockport Foundation Trust is one of four ‘specialist’ hospital sites in Greater Manchester. Being a ‘specialist’ hospital will enhance our general surgery, anaesthetics, critical care and emergency medicine for the benefit of people in Stockport, High Peak, Cheshire and across Greater Manchester.

In your application for this post, please describe how your experience and skills align with 'Our values-based behaviours' ( see additional documentation) and provide examples.

Greater Manchester Continuous Service Commitment

Take part in managing, daily, all appointment administration undertaken within the Outpatient Booking Team

• Manage and monitor the outpatient waiting list
• Book appointments
• Ensure that all clinics are fully utilized
• Process patient referrals into the trust
• Answer incoming calls from all our customers in a professional and appropriate manner and assist with specific enquiries
• Make outgoing calls, negotiating appointment dates and times with patients
• Deal with and respond to complaints in a positive manner
• Access and update various IT systems i.e. the Trust Patient Administration System, the national Electronic Referral system, the Evolve scanning system and Somerset Database, Envoy and other IT systems
• Ensure accurate and quality data entry at all times
• 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 book appointments in accordance with clinical need and within local and national targets.
• Telephone patients to offer appointment dates and times, in accordance with consultant prioritisation, Trust standards and NHS targets, using Patient Centre and the national E-Referral Service systems to record appointments made

• Manage the Envoy reminder service responses.
• Offer appointments to suspected cancer and other urgent patients according to Trust standards and within NHS target times and recording the data on the Somerset database
• Manage and monitor all patients waiting for an appointment on the Outpatient Waiting List
• Upload all new referrals to the Evolve scanning system, and process their return
• Answer general telephone enquiries, taking responsibility for callers or forwarding calls to the relevant department
• Respond verbally to complaints in a polite and professional manner seeking to find a resolution on behalf of the caller. Those which cannot be resolved to be passed to a manager or other departments in the Trust for action
• Input, monitor and manage patient information on various IT systems

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

Working for our organisation

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

Detailed job description and main 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

Applicants are encouraged to read the documents attached to this vacancy before applying, including the job description and person specification and the information for applicants which includes useful information to assist you in completing your application.

From time to time we may need to close a vacancy early when in receipt of a sufficient number of applications. If you are interested in this post and wish to be considered, we strongly advise you to complete and submit your application as soon as possible. Please note that all correspondence will be via your NHS Jobs account. Unfortunately we are not able to acknowledge each application. If you do not hear from us within four weeks of the closing date, please consider that you have not been shortlisted on this occasion. Please also note that Stockport NHS Foundation Trust are unable to refund Interview expenses or re-location costs.

Stockport NHS Foundation Trust is committed to promoting and championing a culture of diversity, fairness and equality for all applicants and employees. Applications are welcomed from all backgrounds and we strive to reflect the community we serve in our diverse workforce. Our "two tick" kite mark guarantees a candidate with a disability, who fulfills the essential criteria, an interview at the Trust. We can make reasonable adjustments, and offer support and advice in a variety of ways on request.

At the Trust we always adhere to the UK Visas and Immigration rules pertaining to right to work; candidates who do not hold UK or Republic of Ireland (RoI) citizenship are required to obtain a Certificate of Sponsorship (CoS) to be eligible to apply for either a Health and Care visa or Skilled Worker visa which allows them to work in the UK, unless they have eligibility to work in the UK via another route.

To avoid disappointment, candidates wishing to apply for a role at the Trust who do not hold UK or Republic of Ireland citizenship and who would require a CoS from an employer, should carry out a self-assessment process to identify the likelihood of obtaining CoS by visiting Work in the UK.

Use of Artificial Intelligence (AI)

If you choose to use AI when writing a job application, it is essential to personalise the content, particularly the supporting statement. AI cannot fully understand the specific context or requirements of a role and may generate inaccurate or misleading information. Over ‑ reliance on AI can reduce an applicant’s chances of success, as it cannot effectively demonstrate how individual knowledge, experience, and skills meet the job criteria. Applicants should ensure their statements reflect a personal voice and avoid a generic or robotic tone. Please note that we monitor the use of AI in applications. Applicants who use AI are required to declare this as part of the application process.

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.

Application numbers

The vacancy may close early if it attracts a high number of applications. Please complete and submit your application in good time to avoid disappointment.