Outpatients Front of House Clerk

Go back East and North Hertfordshire Teaching NHS Trust

Outpatients Front of House Clerk

The closing date is 16 April 2026

We are recruiting for a Outpatients Front of House Clerk who shares our vision to be trusted to provide consistently outstanding care and exemplary service to our patients.

We are a seeking motivated individual to join our Outpatients Front of House team as an Outpatients Front of House Clerk. This role offers variety,challenge, and the opportunitytocontribute directlyto patient care by ensuring the smooth and efficient coordination of outpatient services.

This role is pivotal in supporting the smooth flow of clinics by checking patients in, booking follow-up appointments while patients are on-site, and ensuring accuratefinancial reconciliation and cashing-up of clinics.

You will play an integral role inmaintaininghigh standardsof patient care, confidentiality, and customer service, and in supporting the Trust's commitment to efficient and patient-centredservice delivery.

This position involves a level of autonomy, decision-making within clearly defined procedures, and theability to resolve routine problems without direct supervision. It is suitable for individuals with prior NHS administrative experience or relevant transferable skills.

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

Main duties of the job

Deliver an efficient, front-facing reception and administrative service, acting as first point of contact for outpatient visitors.

Provideacourteousandefficientreceptionservicetoallpatients, relativesandvisitors.

Ensureadministrativecoverduringclinictimes,communicatingwith supervisorifthereareanyproblems.

Provideinformationoncliniclocations,waitingtimes,andgeneraloutpatientservices.

Ensure smooth patient flow through the department by working closely with clinical teams to manage waiting areas.

Support the smooth running of clinics by working proactively with nursing and medical staff to manage patient flow and reduce delays.

About us

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

We run the following hospitals:

• 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 and our staff and patients are at the heart of delivering this ambitious agenda.

We are committed to a positive work life balance for our employees. This means that any employee is entitled to seek to work flexible working patterns and we are committed to listen and consider all requests. Such requests, of course, have to be made and considered formally, and 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 Job Description and Person Specification applicant pack for further detailed information regarding this role.

Person Specification 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

Previous Experience

• Previous clerical/administrative experience in a reception 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 and Knowledge

• Understanding of the importance of patient confidentiality and data protection
• Awareness of equality, diversity and inclusion in a healthcare setting
• Excellent interpersonal and communication skills (verbal and written)
• Ability to remain calm under pressure and diffuse challenging situations professionally
• Strong organisational skills and attention to detail
• 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 adapt communication for patients with additional needs or non-English speakers
• Ability to generate simple reports and spreadsheets

Personal Attributes

• Polite, patient-focused, and empathetic
• Flexible and able to work as part of a team
• Reliable, punctual, and professional in attitude and appearance
• Proactive and willing to learn and adapt to change
• Commitment to pursuing a career in healthcare administration

Other Requirements

• Understanding of, and commitment to, equality, diversity and inclusion
• Role model our Trust values every day
• Able to work with people at all levels of an organisation

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