Outpatient Appointment Administrator

Tal; Taunton; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Flexible working options

NHS pension

Annual leave

Blue Light Card

Job summary

Somerset NHS Foundation Trust in Taunton is seeking an Outpatient Appointments Administrator to coordinate and monitor patient appointments, manage referrals and maintain accurate data across hospital systems.

This full-time role requires excellent customer service, IT literacy (Word, Outlook, Excel), and the ability to work as part of a team while safeguarding confidentiality and Trust policies. You'll support cross-site work across County Hall and Musgrove Park Hospital.

Qualifications

• GCSEs in English Language and Maths or functional skills.
• Experience dealing with patients/customers.
• Ability to prioritise workloads and manage time.

Responsibilities

• Book, amend and monitor outpatient appointments in line with speciality booking rules.
• Manage and track patient referrals using e-Referral systems and worklists.
• Provide high-standard customer service via phone, email and face-to-face.
• Handle enquiries and queries efficiently, escalating where appropriate.
• Maintain data entry and data quality across hospital systems.

Skills

Customer service

Communication

Time management

IT literacy

Education

GCSEs in English and Maths

Tools

Word

Outlook

Excel

Job description

The Outpatient Appointments Administrator supports the Outpatient Appointments team by coordinating and managing patient appointments within a call centre and administrative environment. The role involves booking and monitoring outpatient appointments, managing patient referrals in line with key performance targets, and ensuring accurate data entry across hospital systems.

The post holder provides high-quality customer service to patients, clinicians, and colleagues, handling enquiries professionally and efficiently. They are responsible for prioritising workloads, maintaining data quality and confidentiality, and supporting the smooth running of administrative processes to facilitate timely patient care. The role also requires adherence to Trust policies, values, and standards, while contributing to a collaborative team environment.

This post holder may be required to work flexibility across both County Hall and Musgrove Park Hospital.

Book, amend and monitor outpatient appointments in line with speciality booking rules

Manage and track patient referrals using e-Referral systems and worklists

Provide a high standard of customer service when dealing with patients and staff via phone, email and face-to-face

Handle enquiries, messages and queries efficiently, escalating where appropriate

Maintain accurate data entry and ensure data quality across hospital systems

Support the rebooking of cancelled clinics under supervision

Ensure patient information is processed and available in a timely manner to support care

Follow Trust policies, particularly around confidentiality and data protection

Maintain organised administrative systems, including scanning, filing and handling confidential waste

Work collaboratively within a team, providing cross-cover and supporting colleagues as needed

Assist with training and induction of new staff where appropriate

About us

At Somerset NHS Foundation Trust, we're committed to supporting our employees with a range of benefits designed to enhance your professional and personal life. We offer:

• Flexible working options to help you balance work and life
• NHS pension scheme for long-term financial security
• Generous annual leave allowance to recharge and relax
• A strong focus on career development to help you grow and achieve your potential

Additionally, you'll gain access to our Blue Light Card, unlocking exclusive discounts on shopping, dining, and leisure activities, as well as NHS-specific perks to support you both inside and outside of work.

We are proud to foster a diverse, skilled, and inclusive workforce, and we encourage applications from all backgrounds.

Why Somerset? Somerset offers the perfect blend of idyllic countryside, outstanding areas of natural beauty, and breathtaking coastlines, with vibrant cities like Bristol, Bath, and Exeter just a short drive away - and only two hours to London.

The region is home to excellent educational facilities, and with affordable housing compared to other parts of the country, it's a great place to build both your career and your future.

Somerset truly has it all - the peaceful countryside and cosmopolitan city life, with something for everyone to enjoy.

Please see attached Job Description & Person Specification for further details of duties and responsibilities.

Person specification

Qualifications

As a minimum GSCEs in English Language and Maths or functional skills

Experience

Experience of dealing with patients/customers

Evidence of prioritising workloads/good time management

Proven experience of working well as part of a team

Experience of working in a healthcare setting/previous experience of NHS administration processes

Minimum 1 year office experience within last 5 years

Experience of high volume contacts with patients/customers using the telephone

Additional Criteria

IT literate; including recent experience of using Microsoft packages such as Word, Outlook and Excel

Must be able to communicate in English Language, both written and verbally appropriate

Excellent communication skills, able to communicate effectively at all levels

Ability to maintain good quality professional relationships even when dealing with contentious matters

Knowledge of medical terminology

Working knowledge of in-house hospital systems

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.

Band

Band 2

Contract

Permanent

Working pattern

Full-Time

Job locations

County Hall
The Crescent
Taunton
Somerset
TA1 4DY