Clerical Officer - Outpatient Scheduling Team

Main duties of the job

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.

Qualifications

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 NVQ's are desirable. However the Trust will offer the opportunity for the successful applicant to gain these qualifications within their job role.

Skills

• Working knowledge of using Microsoft Office applications
• An understanding of data protection and maintaining strict confidentiality in the healthcare setting
• Excellent organisational and communication skills
• Flexibility
• Good time management
• The ability to work as part of a team

Benefits

Working for your organisation Our Poppy’s Promise Commitment
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.