Outpatient Appointment Coordinator

The Methodist Church in Britain; Cardiff; On-site; GBP 21,000 - 29,000; Full time

Job summary

Velindre University NHS Trust is seeking an Outpatient Appointment Coordinator to join the Outpatient Service Appointment Booking Team. You will handle booking, processing and scheduling for new, follow-up and pre-treatment appointments, including related blood tests and sending information to patients.

The role involves significant telephone work, often with minimal supervision, and requires familiarity with NHS Wales patient administration systems and data protection standards.

Qualifications

• Educated to at least HNC, HND or diploma level.
• Good knowledge of outpatient pathways and activity classification gained through experience.
• Advanced keyboard skills.

Responsibilities

• Book, process and schedule new, follow-up and pre-treatment outpatient appointments.
• Schedule blood tests and other tests in line with clinical request.
• Agree appointment dates and times with patients by telephone.
• Send appointment letters, test request forms and information booklets promptly.
• Ensure bookings follow clinical instruction and are placed in the correct slots.
• Check patients receive correct details on where, when and how to attend.
• Handle telephone calls about appointments, complaints and concerns with empathy and confidentiality.
• Monitor outpatient activity to ensure it is managed accurately and timely.
• Manage own time and workload, adapting plans as priorities change.
• Work with clinical and administrative teams to support the patient pathway.

Skills

Prioritisation

Organisational skills

Verbal and written communication

Teamwork

Initiative

Flexibility

Education

HNC/HND or diploma

Tools

NHS Wales PAS

Job description

This Outpatient Appointment Coordinator sits in the Outpatient Service Appointment Booking Team at Velindre Cancer Centre, part of Velindre University NHS Trust. The work centres on booking, processing and scheduling new, follow-up and pre-treatment outpatient appointments, including linked blood tests, and sending patients the right letters and information. Much of the day is telephone contact, including handling concerns about rescheduled clinics, so the role suits someone comfortable working largely on their own initiative. Welsh is desirable, but English and Welsh speakers are equally welcome, and NHS Wales patient administration system experience is essential.

What the job involves

• Book, process and schedule new patient, follow-up and pre-treatment outpatient appointments
• Schedule blood tests and other tests in line with clinical request
• Agree appointment dates and times with patients by telephone
• Send appointment letters, test request forms and information booklets promptly
• Ensure bookings follow clinical instruction and are placed in the correct slots
• Check patients receive correct details on where, when and how to attend, including face to face or virtual
• Handle telephone calls about appointments, complaints and concerns with empathy and confidentiality
• Monitor outpatient activity so it is managed accurately and in a timely way
• Manage own time and workload, adapting plans as priorities change
• Work with clinical and administrative teams to support the patient pathway

Qualifications

• Educated to HNC, HND or diploma level
• Good knowledge of outpatient pathways and activity classification, gained through experience
• Advanced keyboard skills

Experience

• Experience of NHS Wales patient administration systems
• Experience of data protection and confidentiality
• Experience of working in a hospital environment or NHS organisation
• Proven interpersonal and communication skills
• Excellent telephone manner and customer care skills
• Previous outpatient appointment management experience

Skills & knowledge

• Ability to prioritise effectively
• Good organisational skills
• Excellent verbal and written communication
• Ability to work effectively as part of a team
• Ability to use initiative and work with minimal supervision
• Flexible approach to meet the needs of the service

Nice to have

• Knowledge of Welsh Patient Administration System
• Knowledge of Welsh Clinical Portal
• Knowledge of the NHS Welsh Data Dictionary
• Welsh language skills at levels 1 to 5