Outpatient Booking Officer Apprentice - Surgery/Urology

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

Job summary

A healthcare provider in Slough is seeking an Apprentice Outpatient Booking Officer to manage outpatient appointment scheduling and waiting lists. This role includes communication with patients and support for clinical teams, while earning a Level 3 Apprenticeship. Successful candidates will possess strong communication and customer service skills. The position offers a supportive work environment with a focus on professional development.

Benefits

Support for professional development

Flexible working patterns

Healthy work-life balance

Qualifications

• Experience of working in a busy environment.
• Relevant customer care experience.

Responsibilities

• Schedule patient appointments to ensure timely access to care.
• Communicate with patients regarding appointments and cancellations.
• Update and maintain patient records on hospital systems.
• Support the Trust in delivering NHS targets.
• Ensure strict confidentiality is maintained at all times.

Skills

Good communication skills

Excellent customer service skills

Time management skills

Exceptional interpersonal skills

Logical thinker

Education

GCSE English and Maths pass or equivalent

Job description

Overview

Want to earn while you learn in a rewarding NHS role? Join our friendly team as an Apprentice Outpatient Booking Officer, supporting outpatient appointment scheduling and waiting list management, while gaining a Level 3 Apprenticeship in Business Administration or Customer Services.

About the Role

As a key member of the administrative team, you will ensure that outpatient appointments and waiting lists are effectively managed to support the delivery of high-quality patient care. You will liaise with clinical teams, patients, and other administrative staff to ensure appointments are scheduled efficiently and in line with NHS guidelines. Additionally, you will provide administrative support to other services within the directorate as required, contributing to the smooth operation of outpatient services.

Main duties

• Schedule patient appointments, ensuring timely access to care.
• Communicate with patients regarding appointments, cancellations, and rescheduling.
• Update and maintain patient records on hospital systems.
• Work closely with clinical teams to coordinate patient pathways.
• Ensure all booking processes align with NHS guidelines and targets.
• Provide administrative support to additional services within the directorate when required.

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.

Job details

• Date posted: 23 September 2025
• Pay scheme: Agenda for change
• Band: Band 3
• Salary: £26,240 to £27,928 a year per annum including HCAS
• Contract: Permanent
• Working pattern: Full-time
• Reference number: 151-JLM534
• Job locations: Wexham Park Hospital, Wexham St, Slough, SL2 4HL

Employer details

Frimley Health NHS Foundation Trust

Wexham Park Hospital, Wexham St, Slough, SL2 4HL

Website: Frimley Health NHS Foundation Trust

Job responsibilities

• To ensure all phone calls are dealt with in a professional and timely manner, adhering to the local targets set by the Surgery Directorate and the Trust
• To ensure all patients, colleagues and visitors are treated with dignity, respect and empathy at all times
• To support the Trust in delivering NHS targets
• To respond in a timely fashion to all administrative duties within the team
• 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
• To adhere to the Trust Access Policy when patients do not keep appointments or wish to delay appointments or treatment
• To liaise with the team leader to provide a high-quality empathetic service and highlight any problems, working together as a customer focused team to solve issues that may arise
• To adhere to the Trust values of being committed to excellence, working together and facing the future
• Follow all Trust and local policies and procedures at all times
• To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formal

Person Specification

Qualifications Desirable

• GCSE English and Maths pass or equivalent

Experience Desirable

• Experience of working in a busy environment.
• Relevant customer care experience.

Skills Essential

• Good communication skills both verbal and in writing
• Excellent customer service skills and evidence of dealing with telephones and meeting targets
• Exceptional interpersonal skills
• Time management skills
• Ability to escalate any issues as necessary
• Persuasive/negotiating skills
• Logical thinker, able to reason, analyse situations effectively and deal with a multitude of queries

Desirable

• Knowledge of current NHS issues relating to the Referral To Treatment targets waiting lists and the Trust Access Policy
• Knowledge of medical terminology
• Knowledge of clinical and surgical procedures

Legal and safety

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.