Outpatient Booking Officer

Frimley Health NHS Foundation Trust; Frimley; On-site; GBP 20,000 - 30,000; Full time

Job summary

A regional healthcare provider is looking for an organised and adaptable administrative professional to coordinate and book outpatient appointments across multiple sites. The successful candidate will ensure timely responses to inquiries and compliance with performance standards, while providing exceptional customer service. This role requires strong communication and problem-solving skills, with a commitment to maintaining patient confidentiality. Working closely with various departments, the position promises a dynamic experience in a healthcare environment.

Benefits

Inclusive working environment

Professional development opportunities

Flexible working patterns

Qualifications

• Exceptional customer service skills with a commitment to patient confidentiality.
• Ability to handle enquiries professionally and sensitively.
• Experience in a busy healthcare or administrative environment preferred.

Responsibilities

• Coordinate and book outpatient appointments across Trust's sites.
• Monitor booking processes and data accuracy to meet performance targets.
• Support the implementation of new IT and patient administration systems.
• Ensure compliance with Trust policies and NHS standards.

Skills

Organised

Adaptable

Customer service

Communication skills

Problem‑solving

Job description

We have an excellent opportunity for someone who is organised, adaptable, and committed to delivering high‑quality administrative support within a busy and dynamic healthcare environment.

The post holder will play a key role in coordinating and booking outpatient appointments across the Trust's sites, ensuring a smooth and efficient service for patients and clinical teams.

This role involves working closely with multiple departments to implement and maintain both new and existing appointment systems, contributing to ongoing service improvements and operational efficiency.

A crucial aspect of the position is supporting the Trust in meeting key performance targets related to outpatient services. The post holder will be expected to monitor booking processes and data accuracy, helping to identify areas for development and ensure compliance with Trust policies and NHS standards.

Exceptional customer service is essential. The successful candidate will be the first point of contact for patients, carers, and staff, requiring excellent communication, empathy, and problem‑solving skills. They must be able to handle enquiries professionally and sensitively, providing clear and helpful information while maintaining patient confidentiality at all times.

PREVIOUS APPLICANTS NEED NOT APPLY.

Responsibilities

• To ensure all phone calls are dealt with in a professional and timely manner adhering to the local targets set by the department and Trust.
• To ensure all patients and visitors are treated with dignity, respect and empathy at all times.
• To deal with patients in a polite and respectful manner complying with their requests where possible.
• To support the Trust in delivering NHS targets.
• To respond in a timely fashion to all administrative duties within the team.
• To support the implementation of all new IT and patient administration systems.
• Assist and be pro‑active in all modernisation projects that concern the team and improve patient pathways.
• To be multi‑skilled in your working role and able to assist in all areas of the department as and when required.
• To ensure strict confidentiality is maintained at all times in respect of correspondence received in the department and in accordance with Trust policy.
• To ensure demographics and daytime contact numbers are obtained and checked on each individual call and updated on the patient administration system in accordance with Information Quality Assurance.

About Frimley Health NHS Foundation Trust

Frimley Health NHS Foundation Trust is committed to being an inclusive and disability confident employer and has been awarded the Gold for the Armed Forces Employment Recognition Scheme. We provide first‑class development opportunities for all staff and have a wide range of professional, management and leadership, and clinical skills training available.

We encourage applications from people who wish to work on a flexible basis, recognising that flexibility may mean a range of different working patterns and hours. We have a strong commitment to work‑life balance, benefitting individuals and patients alike.

Additional Information

Frimley Health NHS Foundation Trust (FHFT) serves a population of over 900,000 people across Berkshire, Hampshire, Surrey and South Buckinghamshire, and remains committed to improving the health and wellbeing of our communities. Our FHFT 2030 organisational strategy sets an ambition to be the best place to receive care and the best place to work in the NHS. The Trust values—Committed to Excellence, Working Together, Facing the Future, and being a modern, compassionate, Healthcare Organisation—drive our culture.

We continue to invest heavily in services and facilities, including a new hospital at Frimley Park, major expansion of diagnostics and inpatient capacity, and the transformation of services across our sites. Sustainability and the NHS Net Zero ambition guide our planning for future development, embedding environmental responsibility and digital innovation such as the implementation of an electronic patient record (Epic) in 2024.

References

For further information regarding the detailed job description and main responsibilities, please refer to the attached job description and person specification documents.