Job summary
- Main area
- Patient Contact Centre
- Grade
- NHS AfC: Band 3
- Contract
- 12 months (one year fixed term prior to kiosk implementation)
- Hours
- Full time - 37.5 hours per week
- Job ref
- 361-7764563
- Employer
- East and North Hertfordshire Teaching NHS Trust
- Employer type
- NHS
- Site
- Lister Hospital
- Town
- Stevenage
- Salary
- £25,760 - £27,476 per annum
- Salary period
- Yearly
- Closing
- 16/04/2026 23:59
Employer heading
Outpatients Front of House Clerk
NHS AfC: Band 3
Here at East and North Hertfordshire Teaching NHS Trust
Our mission is:
Providing high-quality, compassionate care for our communities
Our vision to 2030 is:
To be trusted to provide consistently outstanding care and exemplary service
Our values - We want our staff to believe in, demonstrate and live our values in everything we do. Our values are:
Include
We value the diversity and experience of our community colleagues and partners, creating relationships and climates that provide an opportunity to share, collaborate and grow together.
Respect
We create a safe environment where we are curious of the lived experience of others, seek out best practice and are open to listening and hearing new ideas.
Improve
We are committed to consistently delivering excellent services and continuously looking to improve through a creative workforce that feels empowered to act in service of our shared purpose.
Job overview
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 opportunity to contribute directly to 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 accurate financial reconciliation and cashing-up of clinics.
You will play an integral role in maintaining high standards of patient care, confidentiality, and customer service, and in supporting the Trust’s commitment to efficient and patient-centred service delivery.
This position involves a level of autonomy, decision-making within clearly defined procedures, and the ability 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, and Improve. 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.
Provide a courteous and efficient reception service to all patients, relatives and visitors.
Ensure administrative cover during clinic times, communicating with supervisor if there are any problems.
Check in patients on arrival and confirm or update personal details accurately in the Patient Administration System (PAS).
Provide information on clinic locations, waiting times, and general outpatient services.
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.
Working for our organisation
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
- Mount Vernon Cancer Centre (MVCC), Northwood
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.
Detailed job description and main responsibilities
Please see the attached Job Description and Person Specification applicant pack for further detailed information regarding this role.
Person specification
Qualifications/Training
Essential criteria
- Educated to GCSE level or equivalent, including English and Maths (A-C / 9-4)
- Demonstrable evidence of continuous personal development
Desirable criteria
- NVQ Level 2 or 3 in Business Administration or Customer Service
- Training in NHS systems (e.g., Lorenzo, Patient Contact Centre)
Previous Experience
Essential criteria
- Previous clerical/administrative experience in a reception environment
- Experience in customer service roles, especially handling telephone queries
Desirable criteria
- Previous NHS or healthcare administrative experience
- Experience of working with confidential and sensitive information
Skills and Knowledge
Essential criteria
- 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
Desirable criteria
- 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
Essential criteria
- 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
Desirable criteria
- Commitment to pursuing a career in healthcare administration
Other Requirements
Essential criteria
- 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
Employer certification / accreditation badges
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
- Michelle Finn
- Job title
- Head of Outpatients (Front of House)
- Email address
- [email protected]
- Telephone number
- 07825724502
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