Appointment Coordinator/Call Handler

Moorfields Eye Hospital NHS Foundation Trust; City Of London; On-site; GBP 30,000 - 33,000; Full time

Job summary

A leading healthcare provider in London is seeking an Appointment Coordinator/Call Handler to manage new outpatient appointments. You will provide a professional service to the Trust's clinics, handle GP referrals, and ensure excellent customer service to patients. The ideal candidate should have GCSE qualifications and experience in customer-facing roles. Benefits include competitive salary, NHS pension scheme, and continuous growth opportunities.

Benefits

Competitive salary

NHS Pension Scheme

Career-long learning opportunities

Free Pilates classes

Qualifications

• Experience of working in a busy customer-facing role.
• Familiarity with Data Protection principles.
• Proficient in MS Office applications.

Responsibilities

• Manage first appointment bookings efficiently.
• Handle GP referrals through the e-Referral System.
• Provide excellent customer service to patients and stakeholders.

Skills

Customer service

Data Protection knowledge

MS Office proficiency

Education

GCSEs including English and Maths

Evidence of continuing education

Job description

Appointment Coordinator/Call Handler

The closing date is 24 December 2025

Moorfields Eye Hospital NHS Foundation Trust is the leading provider of eye health services in the UK and a world-class centre of excellence for ophthalmic research and education. We have a reputation, developed over two centuries, for providing the highest quality of ophthalmic care. Our 2,300 staff are committed to sustaining and building on our pioneering legacy and ensuring we remain at the cutting edge of developments in ophthalmology.

Our main focus is the treatment and care of NHS patients with a wide range of eye problems, from common complaints to rare conditions that require treatment not available elsewhere in the UK. The volume and variety of conditions treated by our clinicians means that they have a unique range of skills and knowledge.

We treat people over 30 sites in and around London. This means that we can provide more first-class care and treatment in the community, closer to where people live and work.

Key to the delivery of this care is the processing and scheduling of new outpatient appointments. The Booking Centre is located at City Road and is the main new patient booking hub for City Road and a number of our outreach sites.

It comprises of two large teams; the Bookings Team and the Contact Centre. The team of booking administrators are responsible for processing all incoming referrals, from registration through to scrutiny, to scheduling an appointment.

Main duties of the job

To manage the first appointment bookings for designated services, providing a professional, comprehensive and efficient service to the Trust's outpatient clinics based at City Road and its associated satellite units.

To manage all GP referrals through the e-Referral System.

To promote a positive image of the Trust's outpatient services through the provision of excellent customer service to patients, relatives/carers and external stakeholders, demonstrating a commitment to putting patient care first.

About us

What's in it for You?

At Moorfields, we invest in you--your growth, your wellbeing, your future.You'll join a flexible, supportive organisation offering:

• Competitive salary (including high-cost area supplement)
• Membership of the NHS Pension Scheme
• 24/7 independent counselling support
• Career-long learning and development opportunities
• Excellent transport connections
• Access to NHS and Blue Light discount schemes
• Free Pilates classes
• Full support and training to develop your skills

And so much more! To see the full range of benefits we offer please view our Moorfields benefits leaflet.

Job responsibilities

Appointment Management: To ensure that all new referrals are registered on the Patient Administration System within 24 hours of receipt and the referral letter is forwarded to the relevant service via the document management system within the agreed time frame.

To be responsible and accountable for all booking process for designated service or group of services, undertaking booking of appointments in accordance with procedures.

To monitor the waiting list to ensure all patients are booked according to the Access Policy. To ensure that any potential breaches are escalated according to the Standard Operating Policy.

Liaise with clinical staff regarding the provision of additional lists for the booking of appointments of patients who need to be accommodated urgently.

To attend and contribute to weekly outpatient meetings, providing reports and analysis on waiting times and appointment booking. Monitor, analyse and co-ordinate the collection of data particularly in relation to activity linked with the waiting time standards and to support the performance report. Contact centre

Appointment management Manage telephone enquiries from patients, carers and external agencies in relation to appointments and general enquiries in a courteous, professional and efficient manner ensuring accurate records are maintained, both manual and electronic, and appropriate action is taken in a timely manner.

To answer patient queries relating to new and follow-up appointments, ensuring that queries are resolved at the time of the call where possible.

To manage appointment cancellations and re-bookings, ensuring that patients who call to cancel their appointments are offered another appointment before their breach date.

Liaising with the assistant service managers and outpatient teams to resolve any outstanding queries.

To ensure that queries not immediately resolved are tracked and resolved within the agreed timescale.

To adhere to all agreed KPIs, working flexibly to achieve this where required.

To monitor email inboxes and to respond to queries within the agreed timescale.

Person Specification

Education

• Educated to GCSE level (including English and Maths to GCSE A-C), or equivalent qualifications.
• Evidence of continuing education and development.

Experience

• Experience of working within Data Protection rules
• Experience of working in a busy and demanding customer facing role

Knowledge

• Proficient in the use of MS Office IT software packages (e.g. MS Excel, Word).

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 name

Moorfields Eye Hospital NHS Foundation Trust

£30,546 to £32,207 a yearper annum inclusive of HCAS