• Job overview

    • To deliver an effective and competent level of clerical support and consistently deliver a “patient-focused” service which promotes good customer service and effective working relationships.
    • The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The job holder will carry out any other duties as may reasonably be required by their line manager. 
    • The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the Department and the Organisation.

    Main duties of the job

    •    Dealing with routine enquiries in a pleasant and helpful manner, communicating relevant information to stakeholders, referring to others as appropriate. (GPs, Patients, other NHS Organisations).

    •    Answer telephone calls, taking messages and passing on accurately to the relevant departments/person.

    •    Ensure that all complaints, comments and suggestions are escalated appropriately, in accordance with policy.

    •    Post holder must have a standard level of keyboard skills and able to use Microsoft Office programs.

    •    Have a flexible/adaptable approach to their work in order to meet various deadlines.

    •    Inputting into, monitoring and printing reports from computerised systems.

    •    Use effectively office systems including the national e-Referrals system and internal databases.

    •    To carry out other appropriate delegated duties as required.

    •    Follow Standard Operating Procedures for processes, and care pathways with continuous updating to reflect any changes.

    •    Print and dispatch letters to patients following Caldicott Principles and adhering to Information Governance guidelines.

    •    Continuous housekeeping measures with regards to patient data, emails, Microsoft Word documents and folders in the shared drive.

    •    Undertake daily triage processes if required, under supervision.  Updating all results when returned and ensuring whole process is completed in a timely and professional manner.

    Working for the NHS organisation

    NHS Devon Integrated Care System

    As an Integrated Care System (ICS), we recognise now more than ever that we can only provide the care that people really need by working together. Together for Devon therefore represents a partnership where health and care services work together with local communities to improve peoples health, wellbeing and care. It aims to transform health and care services so they are clinically, socially and financially sustainable.

    Knowledge, Training and Experience

    Essential criteria
    • Good general education to GCSE (grade A-C, Level 9 – 4 or equivalent) must include English Language and able to achieve Level 2 literacy
    • Data entry ensuring accuracy
    Desirable criteria
    • Awareness of a range of Health Services provisions
    • Knowledge of NHS issues
    • Understanding of Data Protection legislation

    Skills and Ability

    Essential criteria
    • Clear communicator with good telephone skills
    • Able to work on own initiative, organising and prioritising own workload to set deadlines
    • Team worker


    Essential criteria
    • An ability to maintain confidentiality and trust
    • Good time keeping