Outpatients Clerk

East and North Hertfordshire Teaching NHS Trust

Outpatients Clerk

Closing date is 08 April 2026

We are recruiting for an Outpatient Clerk who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.

If you are looking for a fast-paced, varied role and enjoy a customer care type position, this will be an exciting job for you.

Our clerks are trained to support a patient's pathway through Outpatients, from referral to treatment, so in this role you can really make a difference.

You could work in our busy outpatient clinics, on the outpatient reception desk, and in our Outpatient Contact Centre, using various appointment computer systems to book, cancel and answer patient appointment enquiries on the telephone.

At the heart of everything we do are our core values: Include, Respect, and Improve. We encourage you to embrace these values throughout the recruitment process and in your role with us.

Main duties of the job

The postholder will liaise with patients and Trust colleagues, face to face, by telephone and by e mail, to ensure patients' appointments are booked, cancelled and monitored efficiently.

Regularly work at the reception at outpatient clinics and also answer the Trust's Appointment Line dealing with patients' appointment queries.

General office administration & duties, including opening & distributing post, emails, dealing with routine correspondence & highlighting correspondence of an urgent nature, photocopying, filing.

Deal with complex patient queries that could not be resolved at the triage stage via telephone, web chat and other channels.

Communicate clearly, sensitively, and professionally with patients, some of whom may be distressed or have additional needs, including those who do not speak English as a first language.

About us

At East and North Hertfordshire Teaching NHS Trust, we are proud of the range of general & specialist services we provide & our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible & innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.

• The Lister Hospital, Stevenage
• New Queen Elizabeth II (New QEII), Welwyn Garden City
• Hertford County, Hertford

We have ambitious plans to become an outstanding, patient led Trust where dedicated staff provide high quality, compassionate care to our patients. We continue to undergo significant transformation; our staff & patients are at the heart of delivering this ambitious agenda.

We are committed to a positive work life balance for our employees. Employees are entitled to seek to work flexible working patterns & we are committed to listen and consider all requests. Such requests, of course, have to be made & considered formally, & will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.

Job responsibilities

Please see the attached Applicant information pack for further detailed information regarding this role.

Person Specification Experience

• Previous clerical/administrative experience in a busy office environment
• Experience in customer service roles, especially handling telephone queries
• Previous NHS or healthcare administrative experience
• Experience of working with confidential and sensitive information

Skills

• Understanding of the importance of patient confidentiality and data protection
• Strong organisational skills and attention to detail
• Ability to remain calm under pressure and diffuse challenging situations professionally
• Competent in the use of Microsoft Office, particularly Excel and Outlook
• Ability to prioritise workload and manage time effectively
• Ability to input and retrieve data from electronic systems accurately
• Familiarity with outpatient appointment booking procedures
• Knowledge of NHS access targets and RTT (Referral to Treatment) pathways
• Ability to generate simple reports and spreadsheets

Qualifications/Training

• Educated to GCSE level or equivalent, including English and Maths (A-C / 9-4)
• Demonstrable evidence of continuous personal development
• NVQ Level 2 or 3 in Business Administration or Customer Service

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.

Employer name

East and North Hertfordshire Teaching NHS Trust

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