Central Appointments Booking Administrator

County Durham & Darlington NHS Foundation Trust; Greencroft; Hybrid; GBP 24,000 - 27,000; Full time

Job summary

A regional health organization is seeking a proactive Appointments Administrator for the Central Appointments team in Greencroft. The successful candidate will be responsible for managing patient bookings and administrative tasks, ensuring an efficient and compassionate service. Ideal applicants will have experience in busy office environments, preferably within the NHS, and possess excellent organizational and customer service skills. This role involves hybrid working and a salary range of £24,937 to £26,598 annually pro-rata.

Qualifications

• Experience working in a busy office environment.
• NHS experience is preferred.
• Experience in a call centre setting.

Responsibilities

• Log outpatient referrals on the Patient Administration System.
• Invite and schedule appointments for patients.
• Ensure appointments are booked timely within the Trust’s specifications.
• Maintain data quality when updating patient information.
• Handle sensitive information while adhering to guidelines.

Skills

Organisational skills

Customer service skills

Interpersonal skills

Telephone communication

Flexibility

Education

2 A Levels or equivalent or NVQ Level 3 in Administration/Customer Care

Tools

Microsoft Office

Patient Administration System

Job description

County Durham & Darlington NHS Foundation Trust

Central Appointments Booking Administrator

The closing date is 28 January 2026

Interviews will take place on Thursday 5th Feb 2026

An exciting opportunity has arisen for an Appointments Administrator to join the Central Appointments team at The Greenhouse, Annfield Plain, County Durham working 37.5 hours per week.

We are looking for an enthusiastic, pro‑active person to assist in delivering an efficient, patient focused service within the Central Appointments Department. This role is within a call centre environment taking in excess of 500 calls per day.

You will assist in carrying out all administrative tasks within the department’s main office, including logging referral letters onto the Patient Administrative System, arranging outpatient appointments and managing responsibilities in relation to the e‑RS national booking system as well as answering telephone calls.

The post is for 37.5 hours per week Monday – Friday with some Hybrid working included.

Main duties of the job

You will be responsible for logging outpatient referrals onto the Patient Administration System, inviting patients to contact the department or telephoning patients to arrange an appointment, ensuring that all appointments are booked in accordance within Trust timescales and manage administrative tasks associated with appointments booked via the national e‑RS booking system. You will also book review appointments as requested.

The ability to work under pressure is essential both individually and as part of a team to ensure that deadlines are met. Good organisational and interpersonal skills are essential in order to be able to achieve this.

Excellent customer service skills are essential for this role.

Candidates must be interested in ensuring patient satisfaction, a good telephone manner and be flexible in hours of work. A high level of accuracy and an conscientious approach is essential along with the ability to work effectively within a team.

Job responsibilities

• Processing all new patients on the Patient Administration System where the patient has not attended clinic and requires a further appointment. Consideration needs to be given as to whether a safeguarding issue should be raised for paediatrics or vulnerable patients who have been unable to access their appointment. Prompt rebooking must take place for all paediatrics and elderly patients within trust guidelines.
• Responsible for data quality when updating patient demographics, next of kin, adding referrals, extracting and producing information (including information to patients) in the Trust across all of the Patient Administration Systems.
• Maintaining information across multiple complex computer systems, including Microsoft packages, shared drives, EPR, e‑referral System, and NHS Spine Portal. Providing support and guidance to GP surgeries, secretaries and consultants on booking queries.
• Deal with sensitive and confidential information in a calm and professional manner adhering to both internal and national guidelines.
• Book interpreters if necessary and ensure patients are aware of using the correct communication tools.
• Autonomously organise and prioritise your own workload according to the variable demands of the specialties and the department, adjusting the priorities throughout the day as further work is emailed in to the department or when processing more complex bookings.
• To have a flexible approach to the department’s demands and to assist where appropriate in the provision of cover for other colleagues and departments during emergencies, sickness and holidays.

Qualifications

• 2 x A Levels or equivalent or NVQ Level 3 in Administration/Customer Care or relevant experience

Special Requirements

• Good interpersonal skills
• Approachable and friendly
• Ability to maintain strict confidentiality
• Willing to undertake any training required for the post
• Self‑reliance
• Well presented

Experience

• Working in a busy office Environment
• NHS Experience
• Call Centre experience
• Booking appointments using a computer system

Special Skills & Knowledge

• Knowledge of the 18 week Referral to Treatment.
• Able to effectively organise and prioritise workload and meet departmental standards, timescales and deadlines.
• Excellent communication skills at all levels.
• A great telephone manner and ability to communicate effectively with patients via telephone, email and face to face.
• Ability to handle sensitive information, communicating in a sensitive and compassionate manner.
• Able to work effectively as a team and autonomously with minimal supervision.
• Excellent Organisational skills and ability to prioritise.
• Ability to work under pressure.
• Good working knowledge of Microsoft Office packages including Excel.
• Flexible in hours of work and responsibilities.
• Knowledge and experience of managing multiple systems – Patient Administration System/e-Referral Service.

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

County Durham & Darlington NHS Foundation Trust

£24,937 to £26,598 a year – AFC Band 3 per annum pro rata