Outpatient Appointment Centre Administrator - B3

NHS; Guildford; On-site; GBP 25,000 - 27,000; Full time

Job summary

Join a leading healthcare organization as part of the Outpatient Appointment Centre team. This role focuses on providing excellent customer service, managing patient appointments and communications, and supporting Booking Coordinators. Ideal candidates should possess prior administration experience and strong communication skills, working within a supportive team environment to meet NHS targets.

Benefits

Comprehensive health and wellbeing program

Career development opportunities

Qualifications

• Previous administration experience is essential.
• Strong communication skills while maintaining patient confidentiality.

Responsibilities

• Responsible for appointment management and communications with patients.
• Handle incoming calls and assist patients at reception.
• Record patient information accurately.

Skills

Customer Service

Communication Skills

Multitasking

Tools

Cerner PAS

eRS

Job description

Job summary

As a leading healthcare organisation, we aim to deliver a first class patient experience from first referral through to clinical treatment.

Responsible for day-to-day administration processes supporting the Booking Coordinators and Supervisors within the Outpatient Appointment Centre. Previous administration experience is essential, and knowledge of hospital Cerner PAS and eRS systems would be desirable.

The department works in line with government targets around patient waiting times. You will be responsible for delivering excellent customer service to patients. You need to work in a calm, logical, and methodical manner, multitask effectively amidst interruptions, and possess strong communication skills while maintaining patient confidentiality.

The working hours are Monday to Friday, between 08:00 and 17:00, on a rostered basis.

Previous applicants need not apply.

Main duties of the job

The post holder will support the Outpatients Appointments Centre with booking, rescheduling, and managing outpatient appointments, and managing reception desks.

This role involves working across multiple systems (e.g., Email, E-Referrals, PAS, call reminders, mailing systems) to manage patient appointments according to local procedures and national policies.

Responsibilities include participating in the telephone rota, handling incoming calls, and assisting patients and visitors at reception with their enquiries.

• Recording patient demographic and referral information accurately.
• Providing polite, professional, and empathetic communication via phone and face-to-face interactions.
• Using initiative to resolve problems and answer queries through digital communication, telephone, or face-to-face.

About us

Royal Surrey is a compassionate and collaborative acute and community Trust. We value our 5000 colleagues and offer a comprehensive health and wellbeing program, along with career development opportunities. Our diverse team ensures you feel valued throughout your employment.

We provide joined-up care bridging hospital and community services, including regional cancer care. Our main hospital is in Guildford, with community sites at Milford, Haslemere, and Cranleigh, and adult community health services across Guildford and Waverley.

The CQC rated us as 'Outstanding'.

We are proud of our achievements and are investing over £45 million in our facilities and equipment. Now is an excellent time to join us.

Note: Adverts may close early; apply promptly.

Watch our video about Royal Surrey: https://www.youtube.com/watch?v=R96pMboIYdo

Job details

Date posted: 02 June 2025

Pay scheme: Agenda for change

Band: Band 3

Salary: £25,883 to £26,958 per annum including HCAS

Contract: Permanent

Working pattern: Full-time

Reference number: 384-AR-EMF18194

Location: Royal Surrey County Hospital, Egerton Road, Guildford, GU2 7XX

Job responsibilities

Please refer to the full Job Description & Person Specification.

• Support Booking Coordinators and Supervisors with appointment management in line with SBU guidance.
• Communicate appointment details with patients via written, verbal, or electronic means.
• Accurately record and manage referral information on Cerner and e-Referrals.
• Assist in maximizing outpatient clinic utilization and meeting departmental targets.
• Act as a point of contact for internal and external enquiries.
• Handle distressed patients with sensitivity, maintaining confidentiality.
• Highlight urgent referrals for prompt action, liaising with medical teams as needed.
• Maintain knowledge of referral processes, including eRS, in a changing environment.
• Operate as part of a team, monitored against performance targets and KPIs.
• Provide a welcoming front-of-house service, assisting visitors and patients.
• Prioritize and adapt workload daily, managing changeability and disruptions.
• Ensure patients are treated within NHS timescales and targets like RTT.
• Understand CCG contracts and medical terminology relevant to referrals.
• Provide cover during absences and develop cross-team relationships.
• Meet trust quality and contractual targets, with ongoing system training as needed.
• For further information, contact the Outpatient Assistant Service Manager at 01483 571122 ext. 4798.