Centralised Booking Service Officer

Isle of Wight NHS Trust; Swindon; On-site; GBP 26,000 - 27,000; Full time

Benefits offered by this job

Onsite day nursery

Cycle-to-work scheme

Discounts at local businesses and gyms

Beach hut hire in Ryde

Job summary

Isle of Wight NHS Trust is seeking an administrative professional for Outpatients and elective admissions. You will be the first point of contact for referred patients, coordinating appointments with clinical teams to support smooth patient journeys.

The role requires excellent communication, attention to detail, and a friendly, professional approach to patients and visitors. Full-time, 37.5 hours per week, permanent contract; Band 3 salary £25,760–£27,476.

Qualifications

• Good standard of secondary education equivalent to 5 GCSEs.
• Relevant healthcare setting experience preferred.
• Ability to use Word, Email and Hospital IT systems.
• NVQ Level 2 in appropriate subject or relevant business administration experience.
• Be working towards or have gained NVQ Level 3 in appropriate subject.

Responsibilities

• Manage the full elective care pathway ensuring patients are scheduled in accordance with RTT standards and Trust policies.
• Book, amend, and confirm outpatient, diagnostic, and surgical appointments using NHS systems.
• Maintain accurate waiting lists, ensuring timely escalation of patients approaching breach dates.
• Liaise with Speciality Team Leader to ensure clinic and theatre capacity is used effectively.
• Process patient cancellations, removals, and pathway updates in accordance with elective access policies.
• Support the validation of waiting lists, checking data accuracy and ensuring correct patient tracking lists (PTLs).
• Provide a friendly, professional, and empathetic service to patients and visitors.
• Handle inbound and outbound calls, emails, and face-to-face enquiries in a calm and courteous manner.
• Communicate appointment details clearly, ensuring patients understand times, locations, and requirements.

Skills

Communication

Organisational skills

Attention to detail

Customer care

Education

5 GCSEs

NVQ Level 2

NVQ Level 3 (in progress)

Tools

Word

Email

Hospital IT systems

Job description

NHS Band 3: Salary £25,760 - £27,476 per annum.

Full time: 37.5 hours per week.

Contract:Permanent.

Come and join our amazing Isle of Wight Outpatient appointments and elective admissions team.

We are looking for new colleagues that thrive in a fast-paced environment, that requires exceptional communication and organisational skills, strong attention to detail and a genuine commitment to excellent customer care so we can provide a friendly, professional, and empathetic service toourpatients and visitors.

Previous Health care experience is desirable but not essential. You will be supported through an onboarding and local training and induction programme.

Working as part of an established team, this role provides the first point of contact for patients that are referred into the Hospital, requiring specialist access to our clinical teams in our Outpatient facilities and if required throughout their diagnostic and Theatre admission.

You will play a key role on behalf of the clinical services in managing patient pathways, ensuring patients receive a smooth, efficient, and positive experience throughout their whole journey in line with NHS waiting time standards

We would encourage potential applicants to join us for an informal conversation on Friday 14th November at our newly upgraded working environment, come and meet the team, learn more about us, our service and what we have achieved so far.

Interviews will be held on 20/11/2026

Main duties of the job

• Manage the full elective care pathway ensuring patients are scheduled in accordance with RTT( referral to treatment) standards and Trust policies.
• Book, amend, and confirm outpatient, diagnostic, and surgical appointments using NHS systems
• Maintain accurate waiting lists, ensuring timely escalation of patients approaching breach dates.
• Liaise with Speciality Team Leader to ensure clinic and theatre capacity is used effectively.
• Process patient cancellations, removals, and pathway updates in accordance with elective access policies.
• Support the validation of waiting lists, checking data accuracy and ensuring correct patient tracking lists (PTLs).
• Provide a friendly, professional, and empathetic service to patients and visitors.
• Handle inbound and outbound calls, emails, and face-to-face enquiries in a calm and courteous manner.
• Communicate appointment details clearly, ensuring patients understand times, locations, and requirements.

About us

Working for our Trust brings a variety of benefits, including an onsite day nursery, cycle-to-work scheme, discounts at local businesses and gyms, and the opportunity to hire Trust's beach hut in Ryde. We offer many flexible working opportunities, speak to us about how we might be able to accommodate a flexible working arrangement for you and if it works for the service, we will do our best to make it work for you.

The Isle of Wight is a unique and stunning gem located off the South Coast of England, a short ferry journey from Portsmouth and Southampton, with journey times taking from as little as 10 minutes. London can be reached in 90 minutes by rail from Southampton or Portsmouth. There is a regional airport at Southampton, with flights to many European destinations as well as UK mainland cities. The island offers an amazing coastline with beautiful countryside, year-round events, festivals and award-winning attractions.

Job responsibilities

Attached you will find the person specification document which provides more detail about the essential and desirable skills and experience needed for this role. We highly recommend you review this document and use it when completing your application as these criteria are used by hiring managers as guidance during shortlisting.

For an overview of the main duties of the role please see the 'Job Description and Main Responsibilities' section below. To understand the day-to-day responsibilities in more detail please read the full job description document attached.

We are passionate about providing excellent CARE, which is why our values are Compassion, Accountable, Respect and Everyone counts. Our mission is to make sure that our community is at the heart of everything we do and that we hold our values across all our services.

We are committed to endorsing inclusion, diversity and multiculturalism throughout out services and as such, our procedures and policies ensure that applicants are always treated fairly throughout the recruitment process.

Person Specification

Qualifications

• Good standard of secondary education equivalent to 5 GCSEs o Experience of working in a team
• Relevant experience preferably in a healthcare setting
• Ability to use Word, Email and Hospital IT systems
• NVQ Level 2 in appropriate subject or relevant business administration experience in a healthcare or client facing role
• Be working towards or have gained NVQ Level 3 in appropriate subject
• Evidence of learning portfolio

Physical Skills

• Handling case notes and deliveries
• Call handling and speaking with patients/customers
• Flexibility in line with service needs
• Self-motivated and able to use own initiative to continuously update working practices
• Reliable and punctual

Abilities

• Ability to relate and communicate effectively with staff at all levels, both clinical and non-clinical
• Ability to work to deadlines ensuring quality standards are met
• Ability to work independently and as part of a team
• Ability to constantly reevaluate workload and change priorities according to service demand

Communication Skills

• Must be able to use a variety of communication methods e.g. email, telephone, face to face tailoring style and approach relevant to the situation
• Must remain calm and professional under pressure
• Able to reflect on and address barriers to communication and provide feedback to others

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.

£25,760 to £27,476 a yearpro rata, per annum