Company: Liverpool Heart and Chest Hospital NHS Foundation Trust

Apply for the Outpatient and Telephone Hub Clerk

Location: Liverpool

Job Description:

Employer Liverpool Heart & Chest Hospital NHS Foundation Trust Employer type NHS Site Liverpool Heart & Chest Hospital NHS Foundation Trust Town Liverpool Salary £25,272 per annum Salary period Yearly Closing 05/10/2026 23:59

Outpatient and Telephone Hub Clerk

NHS AfC: Band 2

As the largest single site specialist heart and chest hospital in the UK, we, at Liverpool Heart and Chest Hospital, have a clear vision ‘to bethe best cardiothoracic integrated healthcare organisation’.

We provide specialist services in cardiothoracic surgery, cardiology, respiratory medicine including adult cystic fibrosis and diagnostic imaging, both in the hospital and out in the community.

We serve a catchment area of 2.8 million people, spanning Merseyside, Cheshire, North Wales and the Isle of Man, and increasingly we receive referrals from outside these areas for highly specialised services such as aortics.

Heart and lung disease continue to be amongst the biggest killers in the UK and the communities we serve are marked by increased prevalence of cardiovascular disease, higher levels of heart failure, hypertension, coronary artery disease and an ageing population.

Our reputation for strong performance is important in delivering the best care for our patients and high quality clinical services. This is underpinned by a culture of research and innovation, delivered in modern estate and facilitated by technology. New and upgraded clinical areas are designed with patients and families fully involved to deliver their needs.

As part of our long term plan, we aim to form strong clinical and organisational relationships where possible. There is clear evidence that partnerships improve patient care and enhance quality and we aim to collaborate with a range of other providers and professionals with the aimto extending access and improve quality.

Our vision is underpinned by five strategic goals:

Quality:to deliver the highest quality, safest and best experience for patients and their families by providing reliable care
Service and Innovation:to develop our service portfolio for patients by developing innovative models of care
Value:to maintain financial viability, enhance service delivery and develop new models of care to improve the health of our patients and safely reduce costs
Workforce:to be the best NHS Employer by 2019 by attracting and retaining the best staff to deliver excellent patient care
Stakeholders:to develop productive relationships with key stakeholders in order to enhance our profile and reputation.

Our Mission

“Excellent, Compassionate and Safe care for every patient, every day”

Job overview

We are seeking to recruit a motivated and organised individual to join our Outpatient/Tele Hub team as a Clerk. The successful candidate will provide administrative support to ensure the efficient operation of outpatient and telephone hub services, delivering a high standard of customer service to patients, clinicians, and colleagues. The post holder will work within the Trust’s Centralised Booking Centre, providing an essential support service in relation to Outpatient Services. The Centralised Booking Centre will provide a patient focused and responsive contact point for patients, ensuring all appointments are booked within the specified time limits.

All post holders are to be involved in and adaptable to future changes in the scope and location of their role.

To be receptive to and support changes to processes and systems as the Trust EPR and EDMS solutions develop and mature over time.

Main duties of the job

To provide an effective and efficient booking service
To be the first point of contact for patient calls
To contribute to an efficient and effective Outpatients team
Providing an OPD appointment service for existing patients of the Trust.
Dealing with patient queries and ensuring calls are routed to the appropriate person.
Patient Administration Supporting key function of clinic template management

Working for our organisation

As the largest single site specialist heart and chest hospital in the UK, we, at Liverpool Heart and Chest Hospital, have a clear vision ‘to be the best cardiothoracic integrated healthcare organisation’.

We provide specialist services in cardiothoracic surgery, cardiology, respiratory medicine both in the hospital and out in the community.

Our reputation for strong performance is important in delivering the best care for our patients and high quality clinical services. This is underpinned by a culture of research and innovation, delivered in modern estate and our encouragement of flexible working in a variety of forms.

Detailed job description and main responsibilities

Follow Trust and departmental processes and procedures to ensure a high quality, resource efficient and cost effective service is provided.
Ensure patient folders are created and prepped and made available for all outpatient activity including Cardiac Diagnostics and TB contact clinics. All folders must be available within the agreed time limits and are presented in a tidy and cohesive order in line with NHSLA.
To ensure all required data is accurately and appropriately recorded in the PAS system within agreed timeframes. Of particular importance is data relating to patient demographics, appointments, 18 week referral to treatment pathway.
Update of all outpatient appointment outcomes at the end of each clinic session i.e. ‘cache up’, ensuring all relevant actions have been completed for each patient.
To ensure that patients/callers needs are met with regard to booking systems, and/or general enquiries.
To sensitively explain to patients where their appointments have been cancelled or postponed and ensure a new appointment is negotiated, as required.
To deal sympathetically with distressed patients and families.
To deal with patient complaints concerning Outpatient appointment details/ cancellations referring angry/distressed patients on to a senior member of the Outpatients Team when necessary.
To notify the Team Leader Central Booking if there are any issues with clinic capacity for future appointments.
To work and rotate on various clinics in Outpatients, Cardiac Diagnostics and Contact Clinic to ensure adequate skill mix and cover within the team.
To prioritise, book and change appointments on both PAS and the Choose and Book System on a daily basis according to clinical urgency, clinic capacity and waiting time targets.
Ensure familiarity and compliance with the Trusts Access Policy.
Maintain statistics of each clinic session and provide to the Team Leader Central Booking Team.
Open post and re-direct as appropriate to other departments.
Liaise with GP practices or other NHS organisations to retrieve missing referrals or gain additional information around patient referrals when necessary.
To provide a high standard of customer care to patients and their careers through clear communications.
Ensure that patient reminder letters are generated from the PAS on a daily basis and posted to patients in a timely manner.
Assist clinical staff in retrieval of scanned images from the EDMS.
Ensure the Outpatient reception desk is appropriately staffed during busy times to support patient flow.
To ensure that any change of patient details are made on PAS promptly at the point of referral or appointment confirmation.
Demonstrate and explain outpatient administrative processes, practices and procedures to new and less experienced staff.
To answer the telephone and deal with queries and requests in a prompt, pleasant and helpful manner, referring on, as necessary to the appropriate member of the Team.
To provide cover to the Access Team, Medical Secretariat and Health Records Team for roles equivalent to own post or grade if required.
To minimize hazards in the working area and report any identifiable hazards to the
Line Manager. To adhere to all safe systems of work applicable to the work area.
Ensure all patient folders from each outpatient clinic are collated and prepped prior to sending to Health Records to be scanned in to the EDMS.
Liaise with Outpatient, Cardiac Diagnostic and Contact Clinic staff to ensure all aspects of service delivery are aligned with service requirements.
Scan documentation using the departmental scanning devices and index records accordingly to ensure documentation is classified and indexed to the correct patient record.
Undertake regular maintenance and cleansing of scanning devices to ensure devices are appropriately maintained and remain operational.
Maintain accurate and up to date records of work undertaken on a daily basis to ensure departmental KPIs and service level agreements can be monitored.
Participate and contribute to departmental meetings including objective setting and feedback discussions.
Ensure any requests for disclosure of information are directed to the Health Records Coordinator and Information Governance Officer.
Participate in departmental audits as and when required.
Maintain records (paper and electronic) in an accurate and timely manner.
Report any incidents direct to the departmental manager immediately and ensure the Trust incident reporting process is followed.
Ensure that lifting and handling guidelines are adhered to.
Comply with all Health and Safety requirements within the Trust.
Collect and deliver patient folders to and from Health Records Department following completion of Outpatient Clinic sessions.
Follow and comply with departmental procedure documentation. When new procedures are implemented or existing documentation updated, staff must familiarize themselves with the changes.
Work as part of a team to ensure that an efficient service is provided at all times.
Liaise effectively with all disciplines of staff to ensure efficient lines of communication are maintained at all times.
Check stationary requirements and inform Team Leader Central Booking Team if extra stock is required to maintain service delivery.
To undertake any other duties required by manager appropriate to the grade and relevant to the role.
Be flexible to the needs of the service to support effective delivery of service.
Be adaptable to and support future changes of the service.

Person specification

Qualifications

Knowledge and Experience

Conversant with administrative practice
Previous office experience
Working in a team
Maintaining confidentiality
Working under pressure or in a fast pace environment
Microsoft Excel
PAS

Skills and Abilities

Excellent communication and interpersonal skills
Ability to prioritise
Reliable and works to high standards
Adaptable to change
Sensitive and caring
Excellent organisational and time management skills
Excellent IT skills and competent in the use of Microsoft Office Word, Excel and Outlook
Previous experience of a healthcare setting
Problem Solving
Able to work on own initiative.

Values and Behaviours

Flexible
Positive approach to work

As part of you pre-employment checks we will be required to obtain satisfactory references. We require at least one written reference from your current or most recent employer. We are only able to accept references from a professional work email address.

Employers are expected to implement the Care Certificate for all applicable new starters from April 2015. The Care Certificate aims to equip health and social care support workers with the knowledge and skills which they need to provide safe, compassionate care. We expect all new starters in clinical, patient facing posts (bands 1-4) to complete all 15 standards of the Care Certificate, within their first 6 months with the Trust.

Flexible Working applications will be considered in line the Trusts flexible working policies.

The Trust is a no-smoking site.

Please note UKVI guidelines prohibits sponsorship for all Band 2 and 3 posts. Guidelines state that many other posts are also not eligible for sponsorship. Please use UKVI guidance on Skilled Worker Visas to determine whether you would be eligible for sponsorship if you were to gain a conditional offer for this role.

If you are a Skilled Worker/ Health and Care visa applicant and you are coming to work in an occupation defined by the relevant Standard Occupational Classification (SOC) code, you will be required to provide a criminal record certificate from any country you have lived in for 12 months or more in the last 10 years, this is also applicable for your adult dependants.

Employer certification / accreditation badges

This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.

Name Elizabeth Gillard Job title Patient Access Manager Email address Elizabeth.Gillard@LHCH.nhs.uk Telephone number 0151 254 3362 Additional information

Please contact via email if you wish to discuss this post:- elizabeth.gillard@lhch.nhs.uk.

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Posted: September 27th, 2026