Outpatient Booking Officer

NHS; Frimley; On-site; GBP 26,000 - 28,000; Full time

Job summary

A prominent NHS Trust in the United Kingdom is looking for an organized and adaptable individual to provide high-quality administrative support in a dynamic healthcare environment. The successful candidate will coordinate outpatient appointments, support IT systems implementation, and ensure compliance with NHS standards while maintaining confidentiality. This role requires exceptional customer service skills and offers a salary ranging from £26,240 to £27,928 annually, along with opportunities for professional development.

Qualifications

• Experience of working in a hospital or busy office environment.
• Customer care experience is essential.
• NHS experience is preferred.
• Call centre experience is beneficial.

Responsibilities

• Coordinate and book outpatient appointments.
• Support implementation of new IT systems.
• Handle patients' enquiries professionally and sensitively.

Skills

Good communication skills both verbal and in writing

Excellent customer service skills

Attention to detail and accuracy

Logical thinker

Education

GCSE English and Maths pass or equivalent

ECDL or equivalent

NVQ Level 3 Administration or equivalent

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.

Main duties of the job

• 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 us

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.

Here at Frimley Health NHS Foundation Trust, we know how important it is to have a healthy work life balance; this benefits not only individuals but the patients we care for too.

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 do our utmost to work with our staff to meet their needs and the needs of our service and its users.

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Job responsibilities

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

Person Specification

Qualifications

• GCSE English and Maths pass or equivalent
• ECDL or equivalent
• NVQ Level 3 Administration or equivalent practical knowledge

Experience

• Experience of working in a hospital or busy office environment
• Customer care experience
• NHS experience
• Call centre experience

Skills & Knowledge

• Good communication skills both verbal and in writing
• Demonstrate attention to detail and accuracy when completing tasks
• Excellent customer service skills and evidence of dealing with telephones and meeting targets
• Logical thinker, able to reason, analyse situations effectively and deal with a multitude of queries
• Ability to communicate appropriately and professionality to patients and staff at different levels
• Knowledge of clinical and surgical procedures
• Knowledge of medical terminology
• Knowledge of current NHS issues relating to the Referral To Treatment targets waiting lists and the Trust Access Policy.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

£26,240 to £27,928 a yearper annum incl HCAS