Access Team Booking Coordinator

The Robert Jones and Agnes Hunt Orthopaedic Hospital NHS Foundation Trust; West Midlands; On-site; GBP 24,000 - 27,000; Full time

Job summary

A leading orthopaedic hospital in the UK seeks an Outpatient Booking Co-ordinator. The role involves managing patient bookings and communications, ensuring compliance with operational standards, and supporting consultant teams. Candidates should demonstrate strong organizational skills, prior reception experience, and effective communication abilities, with a focus on patient care. This is a full-time, permanent position offering a salary of £24,937 to £26,598 pro rata.

Benefits

Professional development opportunities

State-of-the-art facilities

Qualifications

• Reception or formal office experience.
• Competent use of ICT.
• Strong attention to detail.

Responsibilities

• Manage outpatient bookings and patient communications.
• Maintain records in the Lorenzo system.
• Assist consultants with clinic management.

Skills

Prioritization

Communication

Interpersonal skills

Education

GCSE English C grade or above

GCSE Maths C grade or above

GCSE ICT C grade or above

Tools

Microsoft Office

Hospital computer systems

Job description

Job Summary

The Outpatient Booking Office provides a patient focused and responsive contact point for patients, ensuring appointments are booked within specified time limits. Outpatient Booking Co‑ordinators will manage their own delegated responsibility in operating a partial or full booking process, receiving paper and electronic referrals for Outpatient specialties. They will have a lead responsibility for clinic management for a group of Consultants/Specialties and will be expected to provide cross‑cover to other Specialties in the absence of colleagues.

Under current Home Office Immigration Rules, this role does not meet the UK Visas and Immigration criteria and the position is not therefore eligible for sponsorship. Applications from candidates that require skilled worker sponsorship will NOT be shortlisted.

Details

• Date posted: 10 October 2025
• Pay scheme: Agenda for change
• Band: Band 3
• Salary: £24,937 to £26,598 a year pro rata per annum
• Contract: Permanent
• Working pattern: Full-time
• Reference number: 224-PA20250903032
• Job locations: Robert Jones and Agnes Hunt Orthopaedic Hospital, Gobowen, Oswestry, SY10 7AG

About Us

The Robert Jones and Agnes Hunt Orthopaedic NHS Trust (RJAH) is one of the leading orthopaedic hospitals in the country, with some of the highest levels of staff and patient satisfaction, as well as a strong reputation for research and innovation. Joining RJAH is more than just a job – we want our people to have the best opportunities to thrive in their role. We have a range of fantastic staff benefits on offer to everyone who joins RJAH and you'll have access to outstanding professional development opportunities and state‑of‑the‑art facilities – including our recently opened £6 million Headley Court Veterans' Orthopaedic Centre (the first unit of its kind in the UK). RJAH has strong links with a range of universities including Staffordshire, Keele, Glyndwr, Chester and Birmingham. The hospital is located on a site outside Oswestry in Oswestry, just off the A5. The nearest train station is in Gobowen, approximately two miles from the hospital. It is based in North Shropshire, close to the border with North and Mid Wales, an attractive part of the country with a rich historic culture and excellent transport links. It offers outstanding opportunities for anyone who enjoys an outdoor lifestyle or is looking to raise a family.

Job Description

Job Responsibilities

• Assigned to specific Consultant Surgeons but support and cover periods of leave for colleagues, including other departments.
• Add patients to the outpatient waiting list from referral, ensuring all information is entered onto the Lorenzo system and, where necessary, request images. Recognise any red‑flag symptoms and escalated to consultants.
• Maintain a high knowledge of Lorenzo, the e‑referral service, Image Exchange System, Electronic Patient Record, Spinal Portal, Bookwise, Internal Patient Waiting Lists, Synapse.
• Communicate with patients to agree a date of appointment according to the relevant waiting times as designated by the appointment type and other factors, providing general advice around their appointment, the location of the Trust and sending out relevant paperwork. Ensure the appointment is made in due time to enable any further treatment to be received.
• Highlight any referrals that require urgent attention and deal with them promptly; this may involve discussions with medical/divisional teams to arrange booking.
• Monitor the Patient Tracking Lists (PTL) daily for the designated specialties by tracking, booking and closing patient episodes and pathways where appropriate, ensuring all new patients are booked according to current waiting‑time targets and the PTL is complete by the monthly/weekly deadline.
• Be responsible for authorised over‑booking where appropriate, ensuring priority of patients is considered through review of several databases and consideration of options such as diagnostics, new and old patients and patients in trouble; seek assistance from the Outpatient Team Leader or Administrative Service Manager when needed.
• Support patients in trouble by escalating concerns to Consultant colleagues and the safeguarding team as necessary.
• Ensure all relevant documentation is scanned onto the EPR and filed appropriately.
• Liaise with the Team Leader regularly to receive updates on waiting times and discuss and make recommendations to improve waiting‑list management.
• Provide a daily report on the status of the outpatient waiting list for consultants to whom you are assigned.
• Ensure patients receive all the relevant documentation pertaining to their appointment.
• Plan and liaise with consultants regarding appointments to enable prioritisation of work.
• Use knowledge of clinic capacity when arranging appointment dates.
• Adhere to the Access Policy, keeping abreast of changes as communicated by Senior Staff.
• Ensure Choose and Book appointments are booked correctly; where not, reschedule appropriately and inform the patient.
• Re‑arrange or cancel full clinics as directed by the operational team (with or without consultant consultation) where appropriate, ensuring full utilisation of remaining clinics.
• Re‑arrange or cancel clinic appointments as requested by the patient (with or without consultant consultation) where appropriate, ensuring full utilisation of remaining clinics.
• Provide detailed information for clinicians regarding their waiting lists.
• Provide a high level of customer care, exchanging information with patients and staff regarding outpatient processes and procedures and discussing individual needs and adjustments for patient appointments.
• Liaise with the Head of Patient Access and Administrative Services Managers to ensure all clinics are utilised and planned efficiently; notify Consultants of any factors they need to be aware of that may affect their clinic.
• Deal with queries from patients, secretaries, medical and nursing staff in a diplomatic and sympathetic manner, both on the phone and face to face.
• Ensure all clinic appointments are outcomed correctly from either the clinical outcome form or once the clinic dictation is typed.
• Communicate with the discharge team to ensure follow‑up appointments are booked at the requested time, balancing needs and requirements such as clinic capacity and Consultant availability.
• Escalate appropriate issues to Consultants, operational Management, Team Leader and/or Administrative Service Manager.
• Handle queries from anxious patients or relatives, gaining appropriate confirmation of patient permission, and provide difficult messages such as delays with empathy and appropriateness.
• Deal with outpatient team inboxes daily along with personal email, responding promptly and correctly.
• Participate in providing training within the Department, keeping individual training matrix up to date.
• Maintain Lorenzo details and update patient details.
• Liaise with the Outpatient resource team regarding changes, bookings, cancellations to ensure resources are appropriately reallocated.
• Liaise with other hospitals to ensure notes and X‑rays are forwarded for patients attending clinic.
• Participate in maintaining physical waiting‑list filing and general healthcare record filing system.
• Provide support to the Head of Patient Access, Administrative Services Manager and Team Leader.
• Perform general administration duties such as answering phone, cancellation email, post, date stamping, photocopying, scanning and any other technology introduced to support the Trust’s systems and processes.
• Contribute to the ongoing service improvement plans and policies for outpatients, being open to changes to current practices and offering input into meetings/workshops as required.
• Participate in mandatory training and induction programmes as well as staff appraisal and objective setting.
• Concentrate for long periods of time (up to 2 hours), undertaking outcomes and analysis of Patient Target List.
• Expect frequent interruptions from patients calling the department and colleagues requiring urgent support.
• Occasional exposure to verbal aggression whilst communicating unwelcomed news such as delays to appointments, which may be challenging.
• Ensure all communications and data storage are filed and stored inline with Trust policies and procedures and GDPR.

Qualifications / Training

• Understanding of Microsoft Office / Competent in use of ICT.
• GCSE English C grade or above.
• GCSE Maths C grade or above.
• GCSE ICT C grade or above.

Experience

• Reception / formal office experience.
• Microsoft Office computer software.

Desirable Experience

• Previous experience of Medical Records Department.

Skills and Competencies

Essential

• The ability to prioritise and organise workloads to meet business requirements and customer demands.
• Ability to write and legibly communicate with external customers and internal colleagues using plain English.
• Ability to listen effectively and provide clear, concise and accurate information.
• Ability to work confidently using own initiative.
• Excellent written and verbal communication skills.
• Numeracy proficiency.
• Strong interpersonal skills.
• Able to sort accurately into numerical and alphabetical order.
• Tact and discretion when dealing with sensitive and confidential information.

Desirable

• Able to use a variety of hospital computer systems, including PAS and SF4.

Knowledge

Essential

• Knowledge of Microsoft Office / Competent in use of ICT.
• Knowledge of outpatient booking systems.

Person Specification

• Knowledge of Microsoft Office / Competent in use of ICT.
• Knowledge of outpatient booking systems.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer Details

• Employer name: Robert Jones and Agnes Hunt Orthopaedic Hospital NHS Foundation Trust
• Address: Robert Jones and Agnes Hunt Orthopaedic Hospital, Gobowen, Oswestry, SY10 7AG
• Website: https://www.rjah.nhs.uk/