Appointment Centre Administrator

Ashford and St. Peter's Hospitals NHS Foundation Trust; Greater London; On-site; GBP 27,000 - 29,000; Full time

Job summary

Ashford and St. Peters Hospitals NHS Foundation Trust is seeking a motivated Team Player for our Appointment Centre to deliver a first-class patient experience from referral through to treatment.

You will handle enquiries with excellent communication, maintain patient confidentiality and use Cerner PAS and eRS to manage appointments efficiently. This NHS Band 3 role offers training opportunities, generous leave, and a collaborative team environment within a fast-paced setting that supports

Qualifications

• GCSE level (or equivalent) educated.
• Continuous learning of new skills.

Responsibilities

• Deal with enquiries from patients, relatives, wards and external agencies while ensuring patient confidentiality.
• Provide information and take appropriate action, using new systems to promote an efficient service.
• Work as part of a team, assist with training of new staff and support colleagues.
• Demonstrate independent judgement to resolve problems or refer to the appropriate person.
• Meet deadlines and support the department with other duties as required.

Skills

Excellent communication

Calm demeanor

Team player

Patient confidentiality

Education

GCSE level

Tools

Cerner PAS

eRS

Job description

Employer Ashford and St. Peter's Hospitals NHS Foundation Trust Employer type NHS Site Ashford Hospital Town London Road Salary £27,106 - £28,850 per annum inc. HCAS pro rata Salary period Yearly Closing 25/09/2026 23:59 Interview date 07/10/2026

NHS AfC: Band 3

Job overview

We are looking for a motivated Team Player to join our busy Appointment Centre and play a vital role in delivering a first-class patient experience from referral through to clinical treatment.

As part of our Appointment Centre, you will be responsible for providing exceptional customer service to patients, ensuring appointments and referrals are managed efficiently and in line with national NHS waiting-time targets.

This is a fast-paced role where you will need to remain calm, logical and methodical, even when managing multiple tasks, frequent interruptions and competing priorities. Excellent communication skills and a strong commitment to maintaining patient confidentiality are essential. previous administrative experience, particularly within healthcare settings or familiarity with hospital Cerner PAS and eRS systems, are desirable.

This role is an excellent opportunity for someone looking to build and develop a career within the NHS. You'll have access to training and development opportunities designed to support your professional growth and help you progress within your career.

As an NHS employee, you'll benefit from a range of excellent terms and conditions, including:

• Generous annual leave entitlement
• Training and career development opportunities
• A supportive team environment

If you're organised, approachable and committed to delivering an outstanding patient experience, we'd love to hear from you.

Main duties of the job

The department works in line with several government targets on patient waiting times. You will be responsible for delivering excellent customer service to patients. You will need to be able to work in a calm, logical and methodical way, whilst multitasking despite frequent interruptions, and you must possess practical communication skills whilst always maintaining patient confidentiality.

Working for our organisation

Ashford and St. Peters Hospitals NHS Foundation Trust is the largest provider of acute hospital services to Surrey residents, serving a population of 410,00 people and employing approximately 4,800 staff.

Our vision is to provide an outstanding experience and best outcomes for patients and the team. We are committed to providing continuous professional development and flexibility to deliver our workforce plan.

We are part of a collaborative Group with the Royal Surrey NHS Foundation Trust. As part of this partnership, colleagues may occasionally work across both organisations to support shared services, development opportunities and patient care.

St Peter’s Hospital delivers complex medical and surgical care, maternity and emergency services. Day and orthopaedic surgery, ophthalmology and outpatient services are delivered at Ashford Hospital. Additional services are delivered at Woking Community Hospital.

Our Values provide us with the behaviours we respect and can commit to. By living our values through our everyday interactions, we can build a stronger, more resilient, and forward- thinking organisation, guiding us to achieve success and make a positive impact on how we deliver our services.

We can offer you the full range of NHS benefits and discounts.

Detailed job description and main responsibilities

• To use new working systems within the Clinical Office to promote an efficient service, i.e., Evolve, ERS, Envoy, PAS & the storage of appropriate information electronically on shared drives.
• Responsible for dealing with enquiries from patients, (written and via telephone/email) relatives, wards, GPs and various external agencies, providing information and taking appropriate action as required whilst ensuring patient confidentiality at all times.
• Demonstrate an understanding and reassuring manner when dealing with patients and their relatives.
• Working as part of a team; assisting with the training of new and temporary staff providing support and advice as appropriate
• Exercise independent judgement and initiative when problems arise, taking the necessary actions to resolve the problems or referring to the appropriate person.
• o-operate fully in the introduction of new technology and new methods of working as appropriate to the work of the administrative team.
• Have the ability and commitment to work as a team member and be able to adhere to strict deadlines.
• To support the department and organisation by carrying out any other duties that reasonably fit within the broad scope of a job of this grade and type of work.
• Establish good levels of communication and liaison with other secretaries, medical staff and other departments and hospitals.
• Undertake all mandatory training as required by the Trust, inc RTT suite training. To take an active part in Progress & Development Reviews and to maintain and update Personal Development Folder in accordance with Agenda for Change.
• Participate in Trust training courses as appropriate to ensure skills and knowledge are maintained.
• To provide cover and support for all colleagues as requested, taking on responsibility for the quality of their work.

Person specification

Qualifications

• Educated to GCSE level (or equivalent)
• Evidence of continuous learning of new skills

Experience

• Previous work experience with the public
• Experience of working in a hospital or equivalent

Knowledge

• Able to work within Trust vision, values and strategic objectives.
• IT literate with strong keyboard skills
• Experience using a Patient Administration System or ability to work with multiple applications

Certificate of Sponsorship
In line with UKVI guidance, we are unable to provide a Certificate of Sponsorship for Band 2 and Band 3 roles.

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.