Clerical Officer - Outpatient Scheduling Team | The Shrewsbury and Telford Hospital NHS Trust

This is an exciting opportunity for an individual to play a key role in delivering a high quality service at The Shrewsbury and Telford Hospital NHS Trust. The NHS is a well-respected and globally recognised employer. Patient access is the ideal place to work if you are looking for a career working within the Trust.

Possession of GCSE qualifications of grade 4 or above in English Language and Maths or equivalent, along with a good supporting education are all essential. Customer Service or Business Administration NVQs are desirable. However, the Trust will offer the opportunity for the successful applicant to gain these qualifications within their job role.

Previous administrative experience including previous Booking or Appointment experience would be beneficial, but is not essential as full training will be provided. Working knowledge of using Microsoft Office applications, an understanding of data protection and maintaining strict confidentiality in the healthcare setting are all essential, together with excellent organisational and communication skills, flexibility, good time management and the ability to work as part of a team.

Based in a busy call centre environment at Sentinel Park, Shrewsbury, the department is responsible for managing the bookings of outpatient appointments and procedures. The successful post holder will work closely with managers and staff at all levels to help develop and maintain a high quality Patient Access Service.

The successful applicant will be a strong team player, highly organised with the ability to manage their own workload as well as being flexible enough to support colleagues. The Booking and Scheduling department manage Outpatient and Inpatient appointments across The Shrewsbury and Telford Hospital NHS Trust, taking approximately 1000 calls from patients per day.

Successful candidates will have specific areas of responsibility, including waiting list management, clinic rescheduling as well as inquiries from all manner of colleagues and patients. We are a large team of over 40 and provide a booking service for Outpatients across our main sites, The Royal Shrewsbury Hospital and The Princess Royal Hospital, Telford.

The team is often the first point of contact our patients have with the Trust and providing high quality service is essential to ensure that they begin their pathway with us safely. We believe that compassionate care sits at the heart of everything we do. Every member of our team — clinical or non-clinical — plays a vital role in ensuring that patients, families, and colleagues are treated with dignity, empathy, and respect at all times.

We expect all staff to demonstrate compassion not only through their words, but through their actions: by listening attentively, communicating clearly and kindly, and recognising individual needs, feelings, and circumstances of those in our care. Effective communication is central to safe and high-quality healthcare. We value colleagues who take the time to understand others, explain information in a meaningful way, and respond to concerns with patience and understanding.

By joining our team, you are committing to uphold these values — ensuring that every patient feels heard, respected, and valued, and that compassion is embedded in every interaction, every day.

For full duties and responsibilities please refer to the attached document entitled Job Description.