Patient Experience Clerk - Outpatients | Great Western Hospitals NHS Foundation Trust in Swindon

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.

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.

Responsibilities

• Working closely with the Outpatient Management team, continually improving service delivery through staff and process management.
• Operating day‑to‑day key performance indicators for the unit, aligning with divisional and organisational goals, including national targets such as the 18‑weeks Referral to Treatment.
• Being the custodian of a brilliant experience for all patients, exemplifying excellent customer service and engaging warmly with a smile at all times.
• Implementing departmental procedures and liaising with other management groups and departments to ensure processes meet the needs of services, divisions, and the organisation.
• Maintaining the standard and quality of Outpatient Administration, analysing information relating to performance and quality, and taking corrective action where appropriate to meet required standards or improve quality.
• Using waiting lists, on‑hold reports and other patient‑tracking reports to direct administrators to book outpatient appointments per the Trust’s Elective Access, Booking and Choice Policy, monitoring booking performance against key performance indicators.
• Working with service leads to ensure Referral to Treatment performance targets are met and patients are booked in order of chronology or clinical necessity per policy and standard operating procedures.
• Checking all patient demographics at clinic attendance, updating changes in the patient administration system, and administering overseas patient payment forms.
• Managing the follow‑up patient wait list for services by validating the “Validation tool,” completing the test, and submitting information to the automation team within the agreed time frame.
• Ensuring day‑to‑day delivery of departmental procedures and collaborating with other management groups to meet service requirements.

Eligibility & Conditions

Proud member of the Disability Confident employer scheme.

This advert closes on Tuesday 16 Jun 2026.