Appointment Centre Coordinator

Ashford and St. Peter's Hospitals NHS Foundation Trust; Greater London; On-site; GBP 30,000 - 33,000; Full time

Benefits offered by this job

NHS benefits and discounts

Job summary

Ashford and St. Peter's Hospitals NHS Foundation Trust is seeking an Appointment Centre Coordinator in London. The role focuses on booking, amending and cancelling outpatient appointments, while ensuring RTT standards and patient pathways are maintained.

You will support appointment centre staff, monitor clinic capacity and serve as a primary contact for patients, consultants and GP practices. NHS benefits and a pro-active approach to patient care are offered.

Qualifications

• Administrative medical knowledge gained by education or relevant experience.
• Educated to A Level or equivalent
• Experience using Microsoft Office applications and NHS information systems.

Responsibilities

• Book, amend and cancel outpatient appointments in line with RTT standards.
• Support and guide Appointment Centre Administrators with workload allocation.
• Monitor clinic capacity and utilise appointment slots effectively.
• Act as a key contact for patients, consultants, nurses, service managers and GP practices.
• Handle 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 related to booking performance and waiting lists.

Skills

Microsoft Office

Communication skills

Administrative experience

Patient handling

Education

A Level or equivalent

Tools

NHS information systems

EPR Millennium

Job description

Employer Ashford and St. Peter's Hospitals NHS Foundation Trust Employer type NHS Site Ashford Hospital Town London Road Salary £29,812 - £32,715 per annum inc. HCAS pro rata Salary period Yearly Closing 25/09/2026 23:59 Interview date 07/10/2026

NHS AfC: Band 4

Job overview

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.

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

Working for our organisation

Ashford and St. Peter's 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

• 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

Person specification

Qualifications

• Administrative medical specialty knowledge gained by education or relevant experience.
• Educated to A Level or equivalent

Experience

• Use of Microsoft Office applications
• Experience of establishing efficient office systems and processes
• Ability to deal with non-routine situations and information and take appropriate decisions.
• Administrative experience within the NHS
• Experienced knowledge of waiting list management & patient pathways
• Experience of using NHS information & data systems.
• EPR Millennium or Equivalent
• Understanding of medical terminology

Knowledge

• Ability to work independently or minimum supervision.
• Articulate, self-starter with the ability to work autonomously.
• Monitor potential breaches and elevate to Pathway Manager Develop
• Develop and implement standard operating procedures (SOPs)
• Experience of word/excel/power point knowledge of software programs
• NHS systems and procedures

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.