Appointment Centre Coordinator

Ashford and St. Peter's Hospitals NHS Foundation Trust; Ashford; On-site; GBP 25,000 - 32,000; Full time

Job summary

Ashford and St. Peters Hospitals NHS Foundation Trust is seeking an enthusiastic Appointment Centre Coordinator to join the Appointment Centre team.

You will ensure patients are booked into the right clinics at the right times, supporting safe, efficient, and high-quality care across outpatient services. Key duties include booking, amending, and cancelling appointments, guiding junior colleagues, monitoring clinic capacity, and generating KPI-driven reports to improve waiting lists and patient

Qualifications

• Educated to A Level or equivalent
• Experience essential in a relevant NHS or administrative role
• Administrative experience within the NHS
• Experience of waiting list management and patient pathways
• Experience of using NHS information and data systems
• Knowledge of NHS procedures and terminology
• Ability to work independently or with minimal supervision
• Proficient in Microsoft Office applications

Responsibilities

• Book, amend and cancel outpatient appointments in line with the Trust's Access Policy and RTT standards
• Support and guide Appointment Centre Administrators with workload allocation and problem-solving
• Monitor clinic capacity and utilise available appointment slots effectively
• Act as a key contact for patients, consultants, nurses, service managers and GP practices
• Deal with patient queries and complaints professionally and compassionately
• Ensure patient records are accurate and updated on hospital systems
• Escalate pathway delays and capacity issues to managers
• Produce reports and monitor KPIs relating to booking performance and waiting lists

Job description

We are looking for an enthusiastic Appointment Centre Coordinator to join our dedicated Appointment Centre team. In this key role, ensuring patients are booked into the right clinics at the right time while supporting the delivery of safe, efficient, and high-quality care. Note: This position may close early if we receive a high volume of applications. If you have applied for this position in the last six months, please do not reapply. Main duties of the job

• Book, amend and cancel outpatient appointments in accordance with the Trust's Access Policy and the 18-week Referral to Treatment (RTT) standards.
• Support and guide Appointment Centre Administrators, helping with workload allocation and problem-solving.
• Monitor clinic capacity and utilise available appointment slots effectively.
• Act as a key contact for patients, consultants, nurses, service managers and GP practices.
• Deal with patient queries and complaints professionally and compassionately.
• Ensure patient records are accurate and updated on hospital systems.
• Escalate pathway delays and capacity issues to managers.
• Produce reports and monitor Key Performance Indicators (KPIs) relating to booking performance and waiting lists, Book, amend and cancel outpatient appointments in accordance with the Trust's Access Policy and the 18-week Referral to Treatment (RTT) standards.
• Support and guide Appointment Centre Administrators, helping with workload allocation and problem-solving.
• Monitor clinic capacity and utilise available appointment slots effectively.
• Act as a key contact for patients, consultants, nurses, service managers and GP practices.
• Deal with patient queries and complaints professionally and compassionately.
• Ensure patient records are accurate and updated on hospital systems.
• Escalate pathway delays and capacity issues to managers.
• Produce reports and monitor Key Performance Indicators (KPIs) relating to booking performance and waiting lists
• Are you an organised, motivated, and customer-focused individual with excellent communication skills? Do you enjoy working in a fast-paced environment where your work makes a real difference to patient care? If so, we'd love to hear from you., oAdministrative medical specialty knowledge gained by education or relevant experience.
• oEducated to A Level or equivalent
• Desirable
• oIT Qualification
• Experience Essential
• oUse of Microsoft Office applications
• oExperience of establishing efficient office systems and processes
• oAbility to deal with non-routine situations and information and take appropriate decisions.
• Desirable
• oAdministrative experience within the NHS
• oExperienced knowledge of waiting list management & patient pathways
• oExperience of using NHS information & data systems. o
• EPR Millennium or Equivalent
• oUnderstanding of medical terminology
• Knowledge Essential
• oAbility to work independently or minimum supervision.
• oArticulate, self-starter with the ability to work autonomously.
• oMonitor potential breaches and accelerate to Pathway Manager oDevelop
• oDevelop and implement standard operating procedures (SOPs)
• oExperience of word/excel/power point knowledge of software programs
• Desirable
• oNHS systems and procedures
• oNHS waiting list targets
  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. Please note that adverts may close early, so early application is encouraged.