Job vacancy: Outpatients Administration Clerk, George Eliot Hospital NHS Trust, Nuneaton

Job summary

Main area: Outpatients
Grade: NHS AfC: Band 2
Contract: Permanent: 2x 0.6 WTE posts
Hours: 22.5 hours per week (2x part time posts)
Job ref: 230-36767640-CSS-OAC-A-A

Employer: George Eliot Hospital NHS Trust
Employer type: NHS
Site: George Eliot Hospital
Town: Nuneaton
Salary: £22,383 per annum pro rata
Salary period: Yearly
Closing: 12/01/2025 23:59

Outpatients Administration Clerk

NHS AfC: Band 2

George Eliot Hospital NHS Trust opened in 1948 and provides a range of elective, non-elective, surgical, medical, women’s, children’s, diagnostic and therapeutic services to a population of more than 350,000 people.

The hub of the Trust is located on the outskirts of Nuneaton and its services cover a large footprint, including north Warwickshire, south west Leicestershire, and north Coventry. We also provide primary and community services across Coventry, Warwickshire and Leicestershire.

Our vision is��"to EXCEL at patient care". If you think you've got what it takes, help us realise this and join��#TeamEliot.

Don’t meet every single requirement? Studies have shown that women and people of colour aren’t as likely to apply unless they meet every qualification of non specialist roles.

We’re dedicated to building a diverse, inclusive workplace, so if you’re excited about this role and meet our values, but your experience doesn’t align perfectly with everything in the Job Description or Person Specification– apply anyway or email the Recruiting Manager to discuss the role further��

We are proud to support the Armed Forces community. We are a Veteran Aware and Reservist Friendly organisation and welcome applications from Veterans, Reservists, Cadet Instructors, and family members of serving personnel.��

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Detailed job description and main responsibilities

Deal with all telephone calls relating to the outpatient appointment and booking system, ensuring all calls are dealt with in a polite, pleasant and professional manner.
Book all new, follow-up and elective appointments according to the Patient Access policy ensuring that all appointments are made using direct booking systems and within waiting time targets.
Record patients on the Lorenzo system according to data quality standards and the Patient Access Policy.
To act as a first point of contact for dealing with enquiries and take action as necessary liaising and effectively communicating at all levels using written, oral and electronic methods.
To ensure, wherever possible, that all documentation is up-to-date, in an orderly fashion and available whenever decisions are being made, reporting exceptional circumstances where necessary.
To continually contribute to patient and business improvement Agendas. This will require undertaking any project work as directed including obtaining information using current systems and share ideas for potential service improvement.
To assist with the implementation and maintain an efficient office management system/procedures to enable the Department to optimise their standards of service.
Support team members. This will require undertaking appropriate staff training and development as required, providing cross-cover on a reciprocal basis in the absence of colleagues and providing day to day supervision where required.
Registration of internal referrals.
Management of e-referrals on the Electronic Referral Service (eRs)
Booking of all patient appointments in line with Trust and National targets.
Contacting patients for short notice appointments aiding clinic utilisation.
Managing the external Outpatient letter system.
Managing the NHS mailbox for IPTs.
Referral verification (chasing missing referrals).
Contacting patients to inform them of short notice clinic cancellations / reschedules.
Greet patient’s check and update personnel details if necessary on Lorenzo and attend into relevant clinic.
Direct patients to appropriate areas.
To outcome all patients’ attendances, ensuring that all patients have either been re-appointed, discharged, suspended, DNA’s or added to the waiting list in accordance with agreed procedure.
To cancel, re-appoint and reschedule patient’s appointments at patient or Consultant request.
Absorb information from many different points of contact including patients, nursing and clinical staff, secretaries, outside locations, GP surgeries and other hospitals by written, verbal and email. communication. Act on the information and distribute accurately.
To prepare all necessary documentation and/or paperwork for clinics
To telephone patients at short notice to fill empty clinic slots.
To correct any operator errors within Lorenzo following protocol.
Works flexibly on a rota basis to cover Outpatient reception and Orthotics areas as required.
To ensure that Consultants are aware of any patients who DNA’d clinic appointment and undertake action as required.
To open and sort Outpatients post daily and to take appropriate action.
To provide cover in any other team or department within the Directorate if required.

For a full comprehensive list of main responsibilities and duties, please kindly refer to job description and personal specification attached.

Person specification

Experience

Essential criteria

1 year's general office experience
Able to work under pressure to meet required deadlines
The ability to deal with more than one situation at a time

Desirable criteria

previous experience in a healthcare setting and reception skills

Qualifications

Essential criteria

Good Keyboard Skills

Desirable criteria

RSA II typewriting

Skills

Essential criteria

Good Communication Skills
Enthusiastic and Motivated
Ability to have positive working relationships
Good Organisational skills

Personal Qualities

Essential criteria

To be able to sit and concentrate using a PC for frequent periods
To be able to deal with irate patients and staff
To deal with distressing situations and distressed patients
To be calm under pressure
To deal with competing demands for attention
To work under own initiative making decisions

Please note:

George Eliot Hospital NHS Trust utilises a third party recruitment system (TRAC). When applying via NHS ��ýAPP, your submitted application will be imported into TRAC where all subsequent information regarding your application will be generated. You will not be able to track the progress of your application or receive messages via the NHS ��ýAPP website. Furthermore, as an employer, we will not be able to respond to any emails/messages sent to us via the NHS ��ýAPP website.

By applying for this post you are consenting to George Eliot Hospital NHS Trust transferring the information contained in this application to its preferred applicant management system, TRAC.

The Job application data you provide will be used to assess your application for employment at GEH, to verify your information and conduct reference checks, and to communicate with you. If you accept employment with GEH, the information collected will become part of your employment record and will be used for employment purposes.

All information provided will be used for recruitment purposes only and processed in a lawful, fair and transparent manner.

Other:

The Trust is committed to safeguarding and promoting the welfare of individuals and expects all staff and volunteers to share this commitment. As part of our safe recruitment practice, if appropriate for the role, it is a mandatory requirement for all newly appointed staff to complete a Disclosure and Barring Service application.

In response to NICE guidance and to support the reduction of health harm from tobacco, the Trust has a smoke-free site policy which applies to anyone on Trust sites. Staff who smoke will be supported to quit or not smoke whilst on Trust sites.

George Eliot Hospital NHS Trust is committed to creating and sustaining a positive and inclusive working environment for all our employees as they are at the heart of our patients journey. Our aim is to ensure that employees are equally valued, respected, empowered and included within an organisation that is representative of all members of the community. We define diversity as valuing everyone as an individual – taking pride in that we value employees, job applicants, students, volunteers, patients and visitors as people. This is reflected within our excel behaviours with a vision to create a workplace that represents a culture of kindness, joy and inclusion.

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Applicant requirements

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.

Documents to download

Further details / informal visits contact

Name: Alice Dodd
Job title: Patient Administration Manager
Email address: [email protected]
Telephone number: 02476153882

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Job summary

Employer heading

Outpatients Administration Clerk

NHS AfC: Band 2

Job overview

Main duties of the job

To provide a specialised, comprehensive and confidential administration service, working primarily in the Patient Call Center in accordance with Departmental, Trust and National standards, policies and procedures. To act as a source of advice and guidance regarding the service.

Working for our organisation

Detailed job description and main responsibilities

Person specification

Experience

Essential criteria

Desirable criteria

Qualifications

Essential criteria

Desirable criteria

Skills

Essential criteria

Personal Qualities

Essential criteria

Employer certification / accreditation badges

Applicant requirements

Documents to download

Further details / informal visits contact

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