Patient Experience Clerk - Outpatients

NHS; Swindon; On-site; GBP 24,000 - 27,000; Full time

Job summary

A leading healthcare provider in the UK is seeking a Patient Experience Clerk to join the team. The role involves delivering exceptional service in outpatient clinic administration, ensuring efficient appointment booking, and maintaining patient records. Candidates should possess GCSEs in Maths and English, alongside strong administrative and customer service skills. This position offers a salary of £24,937 to £26,598 per annum, pro rata, with a commitment to professional development.

Qualifications

• Evidence of continuing professional development.
• Willingness to undertake NHS IT system training.

Responsibilities

• Manage outpatient appointments aligning with performance targets.
• Check and update patient demographics during clinic attendance.
• Maintain follow-up patient wait lists and validate information.

Skills

Excellent customer service skills

Administrative experience

Understanding of outpatient services

Education

GCSE 3 or above including Maths and English

Job description

Patient Experience Clerk - Outpatients

The closing date is 28 December 2025

Hours: 20 per week, 16.30 to 20.30 Mon to Fri

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.

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 asmile at all times
• Operationally responsible for day-to-day delivery and implementation of departmental proceduresliaising 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 takingcorrective action where appropriate to meet the required standards or improve quality

About us

Our STAR values - Service, Teamwork, Ambition and Respect - are a golden thread running through everything we do. These values serve as a guiding principle, driving us towards our vision of delivering great joined up services to our local community. Whether at home, in the community, or within the hospital, our goal is to empower individuals to lead independent and healthier lives.

Job responsibilities

• Use waiting lists, on hold reports and other patient tracking reports, to direct outpatient administrators to book outpatient appointments in line with the Trusts 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 TrustsElective 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 theagreed 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
• 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

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.

Great Western Hospitals NHS Foundation Trust

£24,937 to £26,598 per annum, pro rata