Outpatient Booking Coordinator

Royal Surrey NHS Foundation Trust; Guildford; On-site; GBP 30,000 - 41,000; Full time

Job summary

Royal Surrey NHS Foundation Trust is seeking a Booking Coordinator to manage outpatient appointments and clinics in line with local and national guidelines. You will liaise with reception teams, secretaries, and other internal stakeholders, ensuring excellent patient service with confidentiality and accuracy in records.

The role requires clear verbal and written communication, the ability to multi-task, and alignment with government targets on waiting times.

Qualifications

• GCSE passes in Maths and English (or equivalent).
• NVQ Level 4 in business administration or equivalent level of knowledge and experience.

Responsibilities

• Book new and follow-up appointments and clinics according to clinic capacity.
• Liaise with outpatient reception teams, secretaries and other internal stakeholders.
• Maintain patient confidentiality and data protection in all handling of records.
• Manage and prioritise workload and handle urgent queries under pressure.

Skills

Excellent communication

Customer service

Data protection awareness

MS Office

Education

GCSE Maths and English

NVQ Level 4 in Business Administration

Tools

MS Office

Cerner / PAS system

Job description

Main area Administration Grade AfC Band 4 Contract Fixed term: 12 months (Fixed contract ending 31/12/2027 to cover maternity leave) Hours Full time - 37.5 hours per week Job ref 384-JH-EMF21534-B4

Employer Royal Surrey NHS Foundation Trust Employer type NHS Site Royal Surrey NHS Foundation Trust Town Guildford Salary £29,812 - £40,996 (per annum) including High Cost Area Supplement (HCAS) Salary period Yearly Closing 24/11/2026 23:59

AfC Band 4

Job overview

As the Booking Coordinator, your responsibilities will include booking of new/follow up appointments and clinics for various specialties within local and national booking guidelines. You will be responsible for delivering an excellent customer service to patients whilst showing empathy and understanding to their situation. On a daily basis, you will be using your great communication skills by liaising with outpatient reception teams, secretaries and other internal stakeholders in the hospital.

You will be able to work in a calm, logical and methodical way and be able to multi-task on a variety of different urgent queries. You will be familiar with the data protection act and responsible for maintaining patient confidentiality. The department works in line with a number of the government targets around patient waiting time and would suit someone who is familiar with challenging but rewarding targets.

The successful candidate will have clear, concise verbal and written communication skills honed from previous experience to enable accurate records and confidence in dealing with multi-disciplinary teams, patients and carers via telephone and using the database. Please review the person specification, which is attached to make sure you match to this role. You will be working within a larger team of booking coordinators, and feel comfortable working towards a rewarding goal that will help patients, the hospital and reduce pressure on the NHS.

Main duties of the job

To assist the Royal Surrey NHS Foundation Trust in delivering a quality Outpatient Appointment service for patients, ensuring that the Trust is able to meet its service deliverables and national operational targets.

The hours for the position are Monday to Friday between 08:30 and 16:30.

Working for our organisation

Royal Surrey is a compassionate and collaborative acute and community Trust. Recognising that our 5,000 colleagues are our greatest strength, we offer a comprehensive health and wellbeing programme alongside a strong commitment to developing your career. Our diverse and welcoming Royal Surrey family ensures you feel valued from your initial interview and throughout your time with us.

We are clinically led and provide joined-up care by bridging hospital and community services, alongside delivering regional specialist cancer care. Our main acute hospital site is in Guildford, with community sites at Milford, Haslemere and Cranleigh, and services delivered in patients’ homes across Guildford and Waverley.

We work in partnership with Ashford & St Peter’s Hospitals NHS Foundation Trust through a collaborative Group Model, supporting joined-up services, workforce flexibility and development opportunities.

The Care Quality Commission (CQC) has rated us as Outstanding. We are proud of our achievements and continue to invest in our people and infrastructure.

To learn more about life at Royal Surrey, please watch our short video: https://www.youtube.com/watch?v=R96pMboIYdo

Detailed job description and main responsibilities

To perform role of an Outpatient Booking Coordinator, ensuring the smooth day-to-day operation of the appointments centre; making and rescheduling appointments for patients according to available clinic capacity, dealing efficiently with all enquiries from staff, referring practitioners, patients and other health service organisations. Ensuring full utilisation of all available outpatient clinic slots and liaising with key internal stakeholders to raise concerns when patients cannot be booked an appointment within a timely manner. The post holder should have the ability to manage and prioritise their workload whilst being able to work under pressure, and have the ability to communicate with staff at all levels.

Qualifications

• GCSE passes in Maths and English (or equivalent).
• NVQ Level 4 in business administration or equivalent level of knowledge and experience.

Knowledge

• Previous administration experience.
• Previous experience of dealing effectively with the general public
• Knowledge and experience of working with MS Office software.
• Experience of working in a busy office environment.
• Experience of working within an appointments booking service.
• Knowledge and experience of Cerner /PAS system.
• Knowledge of hospital clinic procedures.

Employer certification / accreditation badges

Name Royal Surrey NHS Foundation Trust Job title Michelle Evans-LaPorte Email address [e-mail] Additional information

For further information please contact the Outpatient Assistant Service Manager on 01483 571122 Ext. 3551