Outpatient Booking Co-ordinator

The Methodist Church in Britain; Guildford; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Comprehensive health and wellbeing

Career development opportunities

Group Model partnership development

Job summary

Royal Surrey NHS Foundation Trust is seeking an Outpatient Booking Co-ordinator to support booking of new and follow-up appointments across many specialties. The role focuses on efficient scheduling, handling enquiries, and maintaining accurate records within the booking system.

You'll work in a weekday day-shift within a team of booking coordinators, supporting waiting-time targets and ensuring patient confidentiality and high-quality customer service.

Qualifications

• GCSE maths and English, or equivalent.
• NVQ Level 4 in business administration, or equivalent knowledge and experience.

Responsibilities

• Book new and follow-up outpatient appointments and clinics across specialties within guidelines.
• Make and reschedule patient appointments according to clinic capacity.
• Ensure full use of available outpatient clinic slots.
• Deal with enquiries from staff, referrers, patients and other health service organisations.
• Deliver customer service to patients with empathy and understanding.
• Liaise with outpatient reception teams, secretaries and other internal stakeholders.
• Raise concerns when patients cannot be booked in a timely manner.
• Manage and prioritise workload, including urgent queries.
• Maintain patient confidentiality.
• Keep accurate records on the booking database.

Skills

MS Office

Data Protection Act

Clear communication

Prioritise workload

Staff communication

Education

GCSE Maths and English

NVQ Level 4 in Business Administration

Tools

Cerner/PAS system

Job description

This Outpatient Booking Co-ordinator post sits in the outpatient appointments centre at Royal Surrey NHS Foundation Trust. The work centres on booking new and follow-up appointments and clinics across many specialties, and on handling queries from patients, staff and referrers. It is a weekday day-shift role within a larger team of booking coordinators, supporting waiting-time targets. Fit depends on GCSE maths and English, an NVQ Level 4 or equivalent, and prior administration and public-facing experience.

What the job involves

• Book new and follow-up outpatient appointments and clinics across specialties, within national and local booking guidelines
• Make and reschedule patient appointments according to available clinic capacity
• Ensure full use of available outpatient clinic slots
• Deal with enquiries from staff, referring practitioners, patients and other health service organisations
• Deliver customer service to patients with empathy and understanding
• Liaise with outpatient reception teams, secretaries and other internal stakeholders
• Raise concerns with key stakeholders when patients cannot be booked in a timely manner
• Manage and prioritise workload, including urgent queries
• Maintain patient confidentiality
• Keep accurate records on the booking database

Qualifications

• GCSE maths and English, or equivalent
• NVQ Level 4 in business administration, or equivalent knowledge and experience

Experience

• Previous administration experience
• Previous experience of dealing effectively with the general public
• Experience of working in a busy office environment

Skills & knowledge

• Working knowledge of MS Office software
• Familiarity with the Data Protection Act
• Clear, concise verbal and written communication skills
• Ability to prioritise workload and work under pressure
• Ability to communicate with staff at all levels

Nice to have

• Experience of working within an appointments booking service
• Knowledge and experience of the Cerner/PAS system
• Knowledge of hospital clinic procedures

What’s offered

• Comprehensive health and wellbeing programme
• Support for career development
• Development opportunities through the Group Model partnership with Ashford & St Peter's Hospitals NHS Foundation Trust