Helpdesk Clerical Officer

Job summary

We are looking for an individual to join our busy BSPS Helpdesk Department, supporting the delivery of a high-quality, patient-focused service. This role is vital in ensuring the smooth operation of the helpdesk, which serves both patients and healthcare professionals.

As a Helpdesk Assistant, you will be the first point of contact for telephone and email enquiries. Your main responsibilities will include booking blood test appointments, relaying test results to clinicians, and responding to email requests for results. You will need to communicate clearly and sensitively, maintaining confidentiality at all times.

You will work closely with clinicians and other healthcare professionals, helping to ensure that patient care is supported by accurate and timely information. The ideal candidate will be organised, approachable, and able to manage a varied workload in a fast-paced environment.

Experience in a customer-facing or administrative role is desirable, and full training will be provided. A commitment to providing excellent service and the ability to remain calm under pressure are essential.

If you have a passion for supporting healthcare services, we would love to hear from you.

Main duties of the job

• Perform accurate and timely data entry using the Enterprise Laboratory Information Management System (LIMS) to support the daily operations of the BSPS Helpdesk.

• Handle incoming telephone calls in a professional and courteous manner, assisting patients and healthcare professionals with general enquiries.

• Book blood test appointments over the phone, ensuring all details are correctly recorded and appointments are scheduled in line with service availability.

• Respond to telephone helpline queries using a prepared script to ensure consistency and clarity of information provided.

• Assess the nature of enquiries and refer more complex or specialised questions to the appropriate department or team member where necessary.

• Maintain confidentiality and adhere to information governance protocols at all times when handling patient or clinical information.

• Support the Helpdesk team with general administrative tasks as required, contributing to the smooth and efficient running of the department.

• Uphold excellent customer service standards, showing empathy, patience, and professionalism in all interactions.

• Participate in team meetings, training sessions, and ongoing development activities to support continuous improvement and high-quality service delivery.

About us

Frimley Health NHS Foundation Trust is committed to being an inclusive and disability confident employer and has been awarded the Gold for the Armed Forces Employment Recognition Scheme. We provide first class development opportunities for all staff and have a wide range of professional, management and leadership, and clinical skills training available.

Here at Frimley Health NHS Foundation Trust, we know how important it is to have a healthy work life balance; this benefits not only individuals but the patients we care for too.

We encourage applications from people who wish to work on a flexible basis, recognising that flexibility may mean a range of different working patterns and hours, we do our utmost to work with our staff to meet their needs and the needs of our service and its users.

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Employer details

Employer name

Frimley Health NHS Foundation Trust

Address

Frimley Park Hospital

Portsmouth Road

Frimley

GU16 7UJ

Employer's website

https://www.fhft.nhs.uk/ (Opens in a new tab)

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Employer details

Employer name

Frimley Health NHS Foundation Trust

Address

Frimley Park Hospital

Portsmouth Road

Frimley

GU16 7UJ

Employer's website

https://www.fhft.nhs.uk/ (Opens in a new tab)

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