Outpatient Booking Officer

OUH; Oxford; Hybrid; GBP 28,000 - 31,000; Full time

Job summary

Oxford University Hospitals NHS Foundation Trust is seeking an Outpatient Booking Officer to coordinate outpatient services. You will manage patient tracking lists, book and validate appointments on EPR, and monitor RTT and cancer pathways to prevent delays.

The role focuses on maintaining accurate patient records, supporting clinicians, and maximising elective capacity while delivering a high-quality patient experience at the John Radcliffe site in Oxford.

Qualifications

• Education to A level or equivalent (NVQ3) or equivalent training/experience.
• NVQ4 IT qualifications e.g. ECDL (obtained or working towards)

Responsibilities

• Ensure accurate and comprehensive patient records and clinical details added onto EPR in a timely manner.
• Book appointments on EPR and ensure referrals are triaged within 48 hours.
• Manage patient tracking lists (PTL) and attend weekly PTL meetings.
• Coordinate and respond to clinic cancellations, optimise elective capacity.
• Provide information and advice to patients about appointments and enquiries.

Skills

Diary maintenance

Communication skills

Medical terminology understanding

Waiting list management

Computing skills

Data accuracy and record keeping

Education

A level or NVQ3 equivalent

NVQ4 IT qualifications (e.g. ECDL)

Tools

MS Windows

Office software (Word, Excel, PowerPoint)

Job description

Main area Ear, Nose and Throat Grade Band 4 Contract Permanent Hours Full time - 37.5 hours per week (Mon-Fri) Job ref 321-NOTSS-7936936-B4-B

Site John Radcliffe Hospital Town Oxford Salary £28,392 - £31,157 per annum/pro-rata Salary period Yearly Closing 29/10/2026 23:59

Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research.

The Trust comprises of four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.

Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call thisDelivering Compassionate Excellenceand its focus is on our values of compassion, respect, learning, delivery, improvement and excellence.

Many of our recruitment programmes useValue Based Interviewingto identify those who have the skills we seek, who share our values and who are able to deliver compassionate excellence from the outset. We know that this makes a significant difference to your job satisfaction and above all the outcomes and experience of our patients and their families. For more information about our Values and Value Based Interviewing please visit www.ouh.nhs.uk/about/vision-and-values

Job overview

We are recruiting aOutpatient Booking Officer to join our team in ensuring the smooth coordination of outpatient services. You will manage patient tracking lists, book and validate appointments on EPR, and proactively monitor elective, RTT, and cancer pathways to prevent delays or breaches. This role is key to supporting clinicians, optimising clinic capacity, maintaining accurate patient records, and delivering a high-quality patient experience.

Main duties of the job

• Ensure accurate and comprehensive patient records and clinical details including outpatient referrals are added onto EPR in a timely manner, according to agreed standards, (the Trusts’ Elective Access Policy and Data Quality).
• Book appointments on EPR as per Trust procedures in line with the Trusts Elective Access Policy and ensure all referrals are clinically triaged within 48 hours.
• Ensure that patients on ERS (Electronic Referral System) are given appointment dates in accordance with clinical priority and length of wait, and that patients on the ASI list are managed accordingly.
• Ensure that the appropriate action is taken following both patient and hospital cancellations, such that the utilisation of elective capacity is maximised.
• Ensure that the patients’ 18 week RTT pathway is correct on EPR before undertaking any changes.
• Be responsible for manging designated patient tracking lists (PTL) and attend weekly PTL meetings with the management teams.
• To ensure all clinician annual leave and changes in outpatient sessions are accurately recorded
• Take a lead to resolve clinic cancellation issues by communicating with colleagues and arranging cover or alternative clinics where required.
• The post holder is expected to develop an understanding of the Trust Elective Access Policy and related procedures, and to make a positive contribution to the ongoing development of elective administration processes.

Working for our organisation

Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. Find out more here www.ouh.nhs.uk

The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.

Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call this Delivering Compassionate Excellenceand its focus is on our values of compassion, respect, learning, delivery, improvement and excellence. These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via the OUH YouTube channel .

Detailed job description and main responsibilities

• All Consultants, clinicians and nurses are required to give a minimum 6 week notice period of any clinic alterations. Ensure that any requests outside this period are highlighted to the Outpatient Booking Team Leader.
• Keep an accurate record of all Consultants, clinicians and nurses leave requests and detailed accounts of reasons for clinic cancellations.
• Ensure that any clinic changes are completed and approved via clinic maintenance pro formas for any changes to clinic templates on the EPR system.
• This role requires a high level of concentration to be maintained, precise, analytical, accurate detailed work and regular emotional effort when initiating and responding to patients on the telephone and via NetCall.
• An understanding of medical terminology will be of benefit.
• To receive and make telephone calls and take appropriate action/discussion with appropriate staff maintaining a friendly, professional and courteous manner at all times. These conversations can often be of a distressing nature.
• Maintaining filing system and other basic office duties.
• The post holder must exercise judgement to analyse and resolve problems.
• Have an understanding and familiarity of medical terminology in relation to the Directorate.
• The post holder is required to work unsupervised and is expected to plan and organise his/her own time.
• Provision of information and advice to patients and relatives about appointments, both new and follow up, exercising judgement when dealing with patient enquiries.
• Be responsible for communicating cancellations to all relevant parties with the reasons for cancellation.
• Develop protocol for offering cancellation places to appropriate patients.
• Will be asked to show flexibility should the need arise when providing cross-cover for other members of the Outpatient Booking teams during times of leave/sickness and when required.
• Provide training to new staff under direction of the Outpatient Booking Team Leader.
• Must at all times respect the confidentiality of all electronically stored information and written data, particularly where it relates to patients (in line with the Data Protection and Patient Confidentiality policies)
• Is required at all times to carry out their individual responsibilities with due regard to the Trust Equal Opportunities and to take reasonable care of his/her own health and safety and that of any other person(s) who may be affected by his/her acts of omission. With particular reference to Trust Health and Safety Policy notes.
• Any other reasonable duties requested by the Management team. On occasions, it may be necessary for the post holder to assist other administrative departments within the Service.

Person specification

Education/Qualifications

• Education to A level or equivalent (NVQ 3) or equivalent training/experience
• NVQ4 IT qualifications e.g. ECDL (obtained or working towards)

Experience/Skills

• Up to date experience of MS Windows and common application programmes (e.g. Word, Excel, PowerPoint)
• Excellent diary maintenance scheduling skills
• Excellent communication skills both written and verbal
• Excellent understanding of medical terminology
• An understanding of outpatient waiting list management
• An understanding of Elective Access Referral to Treatment Pathways
• Willingness to develop computer technology skills
• Trust’s Elective Access Policy

Abilities

• Excellent organisational ability
• Ability to prioritise
• Able to work independently and as a member of a team
• Flexible approach to team work and working hours
• Evidence of team working/ building and leading
• Reliable and organised
• Excellent interpersonal skills
• Paying attention to detail
• Hard working and ability to work to deadlines
• Positive, enthusiastic attitude
• Highly diplomatic and professional
• Evidence of interacting with a wide range of people

Sexual Safety Charter : In 2023NHS England launched its first sexual safety charter, and our Trust proudly signed it. We pledge zero tolerance for inappropriate sexual behaviour and commit tothe ten core principles

Oxford University Hospitalspromotes a safe, respectful hiring environment.

If you want to make a difference with us, come and join our team. Together, we will uphold the highest standards of care and professionalism.

Vacancy Closures: Please note, this vacancy may close early if a high volume of applications are received.

Visa and Immigration: Oxford University Hospitals NHS Foundation Trust is able to offer Certificates of Sponsorship for all eligible roles for a Skilled Worker Visa without exception, provided the role meets the minimum salary and skill level criteria set by the Home Office (UKVI). All eligible candidates will be considered with equal consideration at all stages of the application and recruitment process. Skilled worker: Health and Care Visa | NHS Employers / Work in the UK - GOV.UK

COVID-19: The COVID-19 vaccination remains the best way to protect yourself, your family, your colleagues and of course our patients from the virus when working in our healthcare settings. Whilst COVID-19 vaccination is not a condition of employment, we do encourage our staff to get vaccinated. If you are unvaccinated there is helpful advice and information at Oxfordshire County Council Website where you can also find out more about how to access vaccination.

Probation Period: This post is subject to a 6 month probationary period. If you currently hold a contract of employment with the Oxford University Hospitals, this will not apply. This statement does not apply to Medical staff or Executive Appointments.

Referencing: When providing employment reference details please provide correct work related email addresses so references can be sought promptly when we are looking to progress your application. Your first referee will need to be your line manager, supervisor or clinical lead from your current or most recent post or place of study. Please note that if you have previously worked for the Trust we will require a reference from your last Manager, this information is essential if your offer of employment is to be confirmed.

To note: Applicants must write their own applications. If AI tools are used, the application may be rejected as this document is crucial for assessment. This does not prevent you from seeking support via AI with applications for the purposes of any disability and/or long-term health conditions.

When using AI to help write your application, it is important to personalise it, especially your supporting statement. While AI can simplify the process, it will not fully understand the job's requirements and/or be able to showcase your skills, knowledge, and experience. Write your statement to show why you are interested in the role and how you would be a valued member of the team/OUH employee.

No unsolicited recruitment agency telephone calls or emails.

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Application numbers

Please note that this job advertisement will close automatically once the application limit is reached, regardless of whether this occurs before the advertised closing date.

Band 5 NurseandBand 2 Healthcare Support Workerrecruitment iscentralised, meaning when you apply you will be considered fora number of rolesacross the Trust. If you have any questions please email: [e-mail] .

Vacancies with our PFI partners

Domestic / catering / porteringservices at theJohn Radcliffe Hospitalare provided byMitie.

Domestic / catering / portering / maintenance engineerservices at theChurchill HospitalandNuffield Orthopaedic Centreare provided byG4S.

Maintenance engineer services at the John Radcliffe Hospital are provided by Equans.

Departments and services

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