Clerical Officer - St Pauls Call Centre | Liverpool University Hospitals NHS Foundation Trust

The Call Centre Clerical Officer provides administrative and clerical support to facilitate patient access to healthcare services. The post holder will undertake appointment booking, data entry and patient communication duties following established procedures while working under supervision as part of a multidisciplinary administrative team., · Register new patients and update existing demographic information accurately.

· Maintain confidentiality and comply with data protection regulations.

· Scan, upload and maintain electronic patient records.

Appointment Scheduling

· Book, cancel and reschedule patient appointments using electronic systems.

· Send appointment confirmations and reminders to patients.

Patient Communication

· Answer incoming telephone calls and respond to patient enquiries professionally.

· Provide clear information regarding appointments, referrals and service availability.

· Direct patients to appropriate departments or services.

Referral Management

· Process incoming referrals from GPs and Healthcare providers using electronic systems.

· Check referrals are complete and escalate queries accordingly.

· Liaise with clinical teams regarding urgent or complex appointments.

Customer Service

· Deliver a high standard of patient-centred service.

· Manage sensitive or distressed callers calmly and professionally.

· Resolve routine issues or escalate concerns when necessary.

Data Management & Compliance

· Ensure accurate data entry and record keeping.

· Follow organisational policies related to confidentiality, safeguarding and information governance.

Candidates must have previous experience, working in an administrative environment, preferably in the NHS, and be able to demonstrate good customer care skills. Candidates will also need to have excellent communication, planning and interpersonal skills, as the role involves working with different disciplines, and requires an organised and systematic approach to tasks.

Candidates must be computer literate.

If you would like the challenge of working in a very busy department, then we would like to hear from you.

Liverpool University Hospitals NHS Foundation Trust comprises Aintree University Hospital, Broadgreen Hospital & Royal Liverpool University Hospital. We are part of NHS University Hospitals of Liverpool Group, formed on 1 Nov 2024 from the coming together of LUHFT and Liverpool Women's NHS Foundation Trust. The Group was born from a shared aim to improve the care we provide our patients. UHLG is one of the largest employers in the region, with over 16,800 colleagues dedicated to caring for our communities - from birth and beyond. For the 630,000 people across Merseyside, we are their local NHS. We provide general and emergency hospital care, alongside highly specialised regional services for more than two million people in the North West. Aintree University Hospital is the single receiving site for adult major trauma patients in Cheshire and Merseyside and hosts a number of regional services including an award-winning stroke facility. Broadgreen Hospital is home to elective surgical, diagnostic and treatment services, together with specialist patient rehabilitation. Liverpool Women's Hospital specialises in the health of women and babies, delivering over 7,200 babies in the UK's largest single site maternity hospital each year. The Royal Liverpool University Hospitalis the largest hospital in the country to provide inpatients with 100% single bedrooms and focuses on complex planned care and specialist services.