Band 3- Booking and Request List Scheduler, Outpatients

West Hertfordshire Teaching Hospitals NHS Trust; St Albans; On-site; GBP 26,000 - 30,000; Full time

Job summary

West Hertfordshire Teaching Hospitals NHS Trust is seeking a Band 3 Booking and Request List Scheduler for Outpatients to provide efficient administrative support for the outpatient booking and triage process. The role involves coordinating ERS and Cerner workflows, maintaining confidentiality, and ensuring timely appointments across specialties.

Applicants should have strong IT skills, experience with patient administration systems, and the ability to work in a busy hospital environment.

Qualifications

• Good level of general education.
• ECDL Customer Service Training.
• Experience working in a busy environment.
• Experience working in an administrative role.
• Experience handling confidential information.

Responsibilities

• Provide a professional, efficient Outpatient booking service adhering to National & local timeframes.
• Develop and maintain professional relationships with the Outpatient Bookings and Call Centre and reception teams, E-Referrals Manager, Clinic Build team, and the Operational and General Managers for the individual specialties within the Trust.
• Ensure that Divisional and Trust level developments are disseminated to team members.
• Understanding of Booking policies and procedures including the Trust Access Policy and Outpatient SOP; ensure this understanding is shared by all team members.
• Maintain data accuracy on the PAS system, apply adjustments to patient pathways in line with policy, and respond to data quality checks.
• Contact patients to offer appointments and maintain patient confidentiality.
• Relay sensitive information to patients and carers regarding waiting times tactfully.
• Handle complaints and support the Outpatient Bookings and Request List Manager with formal complaints.
• Manage own workload with minimum supervision and provide cover as needed.

Skills

Communication skills

Organisational skills

IT skills

Meetings coordination

Education

Good general education

ECDL Customer Service Training

Tools

Cerner Millenium

Microsoft Office

PAS system

Job description

West Hertfordshire Teaching Hospitals NHS Trust

Band 3- Booking and Request List Scheduler, Outpatients

The closing date is 09 November 2026

This role is for 37.5 hours per week, 12 months fixed term contract.

The successful applicant will provide efficient and comprehensive operational management support to the Outpatient Booking and Request list scheduling team and Outpatient Reception teams.

To act as a scheduler for booking appointments on both Cerner and ERS, prioritising according to triage outcome.

Ensure that patients being contacted to arrange the booking of their 1st appointment are being dealt with in a professional and confidential manner.

Regularly validate ERS worklists for designated specialties by validating, booking and closing patient's episodes and pathways where appropriate To compile ERS worklists and Cerner request lists reports produced by the Supervisors into a service level report with the support of the Outpatient Booking and Request List Manager.

To regularly review Bookings SOPs for each specialty and ensure a standardised approach to the booking of first appointments across all specialities.

The successful applicant will need to have excellent communicational skills as they may need to relay sensitive information to patients who are particularly vulnerable.

Core hours: 8 am - 4 pm (half hour lunch break)

****** IMPORTANT INFORMATION - PLEASE READ ******

Please note - we are unable to obtain a Certificate of Sponsorship (Work Permit) for this role.

Main duties of the job

Regularly validate ERS worklists for designated specialties by validating, booking and closing patient's episodes and pathways where appropriate

To compile ERS worklists and Cerner request lists reports produced by the Supervisors into a service level report with the support of the Outpatient Booking and Request List Manager.

To regularly review Bookings SOPs for each specialty and ensure a standardised approach to the booking of first appointments across all specialities.

The successful applicant will need to have excellent communicational skills as they may need to relay sensitive information to patients who are particularly vulnerable.

They will also require excellent organisational skills with advanced IT skills to be able to pick up new IT systems quickly.

The ability to be able to attend multiple meetings and to meet deadlines and targets is essential. Previous line management experience is desirable.

They will also require excellent organisational skills with advanced IT skills to be able to pick up new IT systems quickly.

The ability to be able to attend multiple meetings and to meet deadlines and targets is essential. Previous line management experience is desirable.

About us

With a new hospital planned for Watford, work underway to update theatres at St Albans City Hospital and plans for a neighbourhood healthcare centre in Hemel Hempstead, this is an exciting time to join us.

We are building on the success of our award-winning virtual hospital and re-imagining models of care, working closely with partners and making the most of advances in digital healthcare.

Staff wellbeing and development are a priority, as is the role of innovation in improving clinical care, outcomes and patient experience.

Our vision is Excellent patient care, together and our values are to be empowered, compassionate, professional and inclusive. They capture an important balance across what we must all do as individuals and to support others.

We offer a variety of flexible working options as we recognise the importance of a good work life balance. www.westhertshospitals.nhs.uk/flexibleworking

If you have a disability or long-term health condition and require support or guidance please contact [e-mail]

If you are a Service Leaver, Veteran, Military Reserve, Cadet Force Adult Volunteer, or partner/spouse of those serving please tick "Member of the Armed Forces Community" on the application form.

Job responsibilities

The successful applicant will coordinate and manage an efficient and comprehensive administrative service including being responsible for:

• Providing a professional, efficient and effective Outpatient booking service adhering to National & local timeframes.
• Developing and maintaining professional working relationship with the Outpatient Bookings and Call Centre and reception teams, E-Referrals Manager, Clinic Build team, and the Operational and General Managers for the individual specialties within the Trust.
• Ensuring that Divisional and Trust level developments are disseminated to team members.
• Having a thorough understanding of all Booking policies and procedures including the Trust Access Policy and Outpatient SOP and ensuring this level of understanding is shared by all teams members.
• Ensuring that the data held on the PAS system is accurate, up to date and fit for purpose, applying adjustments to patient pathways where appropriate in line with policy, responding to an undertaking any outcomes of validation and data quality checks.
• Contacting patients to offer appointments, dealing with patients in a professional manner and ensuring patient confidentiality is maintained at all times.
• Relaying sensitive information to patients and carers in relation to waiting times for appointments, dealing with aggressive and antagonistic patients in a calm and tactful manner.
• Dealing with all patient concerns and informal complaints to the service. Supporting the Outpatient Bookings and Request List Manager with any formal complaints received.
• departments.
• Managing own workload with minimum supervision.
• Providing cover for colleagues on Annual leave or sick leave whilst maintaining own duties.
• Maintaining databases and filing systems in a timely and accurate manner, ensuring that other team members can locate information in your absence.
• Attending relevant meetings with other departments and completing weekly reports and monthly, ensuring the necessary statistics and information needed is up to date and available on time.
• Actively contribute to the development of new and more efficient ways of working within the department by reviewing processes that can be improved.

Person Specification

Education and qualifications:

• Good level of general education
• ECDL Customer Service Training

Knowledge:

• Competent in Microsoft Office programs
• Understanding of information governance issues and how to manage confidential patient information
• Knowledge of Patient Administration Systems, (e.g.) Cerner Millenium

Experience:

• Experience of working in a busy environment
• Experience working in an administrative role
• Experience of handling confidential information

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.

West Hertfordshire Teaching Hospitals NHS Trust