Job Description

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.
At the time of advertising, this role does not meet the minimum requirements set by UK Visas and Immigration to sponsor candidates to work in the UK. For this reason, we are unable to sponsor anyone for a skilled worker visa for this role. We are happy to accept applications from candidates who can prove their right to work in the UK or via alternative visa routes. Such applications will be considered alongside all other applications.
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."
Details
Date posted
27 November 2025
Pay scheme
Agenda for change
Band
Band 3
Salary
24,937 to 26,598 a year per annum pro rata
Contract
Permanent
Working pattern
Part-time
Reference number
249-7582586
Job locations
Great Western Hospital NHS Foundation Trust
Marlborough Road
Swindon
SN3 6BB
Job description
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 Job description
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
Person Specification
Qualifications
Essential

• GCSE3 or above including Maths and English
• Evidence of continuing professional development
• Evidence of Health & Safety training
• Educated to NVQ Level 3

Desirable

• ECDL qualification or other formal IT training / qualification

Experience
Essential

• 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

Desirable

• Past experience of working in an area specialising in healthcare appointment making

Person Specification
Qualifications
Essential

• GCSE3 or above including Maths and English
• Evidence of continuing professional development
• Evidence of Health & Safety training
• Educated to NVQ Level 3

Desirable

• ECDL qualification or other formal IT training / qualification

Experience
Essential

• 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

Desirable

• Past experience of working in an area specialising in healthcare appointment making

Skills Required