Appointment Coordinator/Call Handler

Moorfields Eye Hospital NHS Foundation Trust; City of Westminster; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading ophthalmic health provider in the UK is seeking team members for its Booking Centre in Westminster. Responsibilities include managing patient referrals, booking appointments, and providing excellent customer service through effective communication. The ideal candidate will have experience in administration, strong data management skills, and the ability to thrive in a dynamic environment. Core benefits include competitive salary, NHS Pension Scheme membership, and career development opportunities. Join us to make a difference in eye health.

Benefits

Competitive salary

NHS Pension Scheme membership

24/7 independent counselling support

Career development opportunities

Excellent transport connections

Access to NHS and Blue Light discount schemes

Free Pilates classes

Full support and training

Qualifications

• Experience managing patient bookings and referrals.
• Proficiency in data management and reporting.
• Ability to work under pressure in a fast-paced environment.

Responsibilities

• Process incoming referrals and book patient appointments.
• Manage telephone enquiries and provide excellent customer service.
• Monitor waiting lists and address any booking issues as necessary.
• Contribute to outpatient meetings with reports on booking activities.

Skills

Customer service

Data analysis

Communication

Time management

Job description

Overview

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 across more than 30 sites in and around London, providing first‑class care and treatment in the community, closer to where people live and work.

Booking Centre

The Booking Centre, located at City Road, is the main new patient booking hub for City Road and several outreach sites. It comprises two large teams: the Bookings Team and the Contact Centre. Booking Team responsibilities include:

• Process all incoming referrals from registration through to scrutiny and scheduling an appointment.
• Manage the first appointment bookings for designated services, providing a professional, comprehensive and efficient service to the Trust's outpatient clinics at City Road and its satellite units.
• Manage all GP referrals through the e-Referral System.
• Promote a positive image of the Trust's outpatient services by delivering excellent customer service to patients, relatives/carers and external stakeholders, demonstrating a commitment to putting patient care first.
• Register all new referrals on the Patient Administration System within 24 hours of receipt and forward the referral letter to the relevant service via the document management system within the agreed time frame.
• Be responsible and accountable for all booking process for designated service or group of services, undertaking appointment booking in accordance with procedures.
• Monitor the waiting list to ensure all patients are booked according to the Access Policy.
• Escalate any potential breaches 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.
• 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 responsibilities include:

• Manage telephone enquiries from patients, carers and external agencies 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.
• Answer patient queries relating to new and follow‑up appointments, ensuring that queries are resolved at the time of the call where possible.
• Manage appointment cancellations and re‑bookings, ensuring that patients who call to cancel appointments are offered another appointment before their breach date.
• Liaise with the assistant service managers and outpatient teams to resolve any outstanding queries.
• Track and resolve queries that cannot be immediately resolved within the agreed timescale.
• Adhere to all agreed KPIs, working flexibly to achieve this where required.
• Monitor email inboxes and respond to queries within the agreed timescale.

Qualifications and Requirements

Due to the nature of this position, employment is subject to proof of eligibility to work in the UK, completion of a satisfactory DBS disclosure and two references. We do not offer visa sponsorship for roles unless clearly stated in our adverts, so please consider this before applying.

Company Background

Join Moorfields Eye Hospital NHS Foundation Trust. At Moorfields, people's sight matters—and so do the people who make it possible. For over 200 years, Moorfields has been at the forefront of ophthalmic care, research, and education. With more than 2,300 dedicated team members and over 700,000 patients seen annually across our City Road site and 22 networked sites, we are proud to be a global centre of excellence. Moorfields is also a vibrant community where kindness, equity and excellence shape every aspect of our work. Whether it’s pioneering research through our partnership with UCL Institute of Ophthalmology and Moorfields Biomedical Research Centre or training the next generation of global eye care leaders, we are united by one mission—delivering world‑class eye health sustainably and at scale. Construction is well underway on our groundbreaking new centre in Camden, a joint initiative between Moorfields Eye Hospital, UCL Institute of Ophthalmology and Moorfields Eye Charity. This modern, flexible facility will bring together eye care, research, and education under one roof—enabling transformative innovation and collaboration like never before.

Benefits

• 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.