Appointment Centre Administrator (Fixed Term)

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

Job summary

Ashford and St Peter's Hospitals NHS Foundation Trust is recruiting for an Appointment Centre Administrator (Band 3) to support booking coordinators and team leaders in delivering timely patient appointments. You will liaise with patients, book, cancel and reschedule appointments and maintain confidentiality in a busy NHS environment.

The role requires previous administrative experience, ideally in healthcare, familiarity with Cerner PAS and eRS systems, and strong communication and

Qualifications

• English GCSE Grade C or equivalent.
• Evidence of continuous learning of new skills.
• IT literate with strong keyboard skills.

Responsibilities

• Liaise with patients to book, cancel and reschedule appointments within 18-week targets.
• Provide secretarial/admin cover from Monday to Friday.
• General office duties including post, filing, photocopying, scanning & answering the phones.
• Advising patients on outpatient waiting times.
• To be responsible for chasing GPs on patients missing referrals.
• To record referrals onto the Patient Administration System with accurate data.

Skills

Excellent communication

Phone skills

IT literate

Education

English GCSE or equivalent

Tools

Patient Administration System (PAS)

eRS

Job description

Main area Diagnostics, Therapies and Cancer Services Grade NHS AfC: Band 3 Contract 12 months (Fixed Term) Hours Full time - 37.5 hours per week Job ref 323-AC7442-ED-A

Employer Ashford and St. Peter's Hospitals NHS Foundation Trust Employer type NHS Site Ashford Hospital Town Ashford Salary £27,106 - £28,850 per annum inc. HCAS Salary period Yearly Closing 21/08/2026 08:00 Interview date 09/09/2026

NHS AfC: Band 3

Job overview

The Appointment Centre at Ashford and St Peter's Hospital NHS Foundation Trust aim to deliver a first-class patient experience from first referral through to clinical treatment.

Appointment Centre Administration is responsible for day-to-day administrative processes that support the Booking Coordinators and Team Leaders within the Appointment Centre. Candidates with previous administrative experience, particularly within healthcare settings or familiarity with hospital Cerner PAS and eRS systems, are desirable.

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.

The hours for this post are to be worked Monday to Friday, 08:00 to 17:00, on a rostered basis.

Please note this role does not meet the new UKVI requirements for sponsorship.

Main duties of the job

• Liaise with patients to book, cancel and reschedule appointments taking into consideration of 18-week targets. Will need to demonstrate excellent customer service skills, using an understanding and reassuring manner when dealing with patients and their relatives.
• To ensure any two-week rule patients who are cancelled or who do not attend (DNA) are offered new dates within the appropriate timeframes to avoid a cancer breach.
• As part of a team, provide secretarial/admin cover from Monday to Friday each week within the specialty.
• General office duties including post, filing, photocopying, scanning & answering the phones.
• Advising patients on outpatient waiting times.
• To be responsible for chasing GPs on patients missing referrals.
• To open post and e-mails and record all referrals onto the Patient Administration System, ensuring data accuracy with patient details, GP details and referral dates and highlighting any referrals which require urgent attention and investigating any discrepancies.
• To aid in the preparation of patient records for all teams’ specialities and adding to Evolve.
• To despatch necessary paperwork informing patients that their referral has been received.
• To access PAS and identify new appointments for patients and book suitable appointments within the government target wait times and to the consultant’s clinical request then despatch the necessary paperwork associated with that appointment.

Working for our organisation

Ashford and St. Peters Hospitals NHS Foundation Trust serves a population of more than 410,000 people living in North-West Surrey, parts of Hounslow and beyond.

Over 3,700 highly trained doctors, nurses, midwives, therapists, healthcare scientists and other support staff make up our workforce, providing a wide range of services across our two hospital sites, Ashford, Ashford, Surrey and St Peter's, Chertsey, Surrey.

We also run many specialist clinics in the community and local community hospitals and other healthcare facilities.

Our vision is to be one of the best healthcare Trusts in the country. There has never been a better time to join us in the NHS at Ashford & St Peters Hospitals NHS Foundation Trust with our strong commitment to staff health and wellbeing. We are committed to providing continuous professional development, staff benefits and flexibility to shape our workforce around our patient care.

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

• English GCSE Grade C 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

• IT literate with strong keyboard skills
• Experience using a Patient Administration System or ability to work with multiple applications.

Skills

• Excellent communication and people skills
• Excellent telephone skills

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.