Outpatient Booking Officer | Frimley Health NHS Foundation Trust

Frimley Health NHS Foundation Trust; Windsor; On-site; GBP 20,000 - 25,000; Full time

Job summary

A healthcare provider is seeking a conscientious individual to manage outpatient appointments. The role includes arranging, booking, and rescheduling appointments while ensuring a high standard of customer service. Candidates should possess strong communication skills, empathy, and a commitment to confidentiality. This position contributes to enhancing patient pathways and meeting NHS targets.

Qualifications

• Ability to arrange and manage appointments efficiently.
• Experience in a customer-facing role.
• Understanding of NHS procedures and confidentiality requirements.

Responsibilities

• Arrange appointments over the telephone.
• Book patient appointments from waiting lists.
• Reschedule and cancel appointments as needed.

Skills

High customer service skills

Professional telephone communication

Empathy

Job description

The post holder will be responsible for booking outpatient appointments for The Parapet Breast, Radiology, Oncology and Plastic Surgery clinicians. They will have an active role in the implementation, as well as ongoing monitoring of both new and existing appointments systems. The post holder will assist with meeting Trust targets. The post holder will be required to offer very high customer service skills for patients and both internal and external staff.

*If successful the Intended start date will be: 05.01.26*

*Previous applicants need not to apply*

Key Responsibilities

• Arranging appointments over the telephone with patients
• Booking patient appointments from waiting lists
• Rescheduling and cancelling appointments at short notice, when required
• Liaising with clinical admin, consultants from multiple specialties and CNS teams

Additional 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

About the Trust

Frimley Health NHS Foundation Trust provides NHS hospital services for around 900,000 people across Berkshire, Hampshire, Surrey and south Buckinghamshire. As well as delivering excellent general hospital services to local people, we provide specialist heart attack, vascular, stroke, spinal, cystic fibrosis and plastic surgery services across a much wider area. We have three main hospitals – Frimley Park in Frimley near Camberley, Heatherwood in Ascot and Wexham Park near Slough.

Core Values

Committed to Excellence, Working Together and Facing the Future – these core values and the behaviours that support them guide everything we do and set out what we expect of our staff in the way they treat patients, visitors, service users and each other.

We are also proud to host the Defence Medical Group South East at Frimley Park with military surgical, medical and nursing personnel working alongside the hospital's NHS staff providing care to patients in all specialties.

For a full list of responsibilities, please see the attached job description.

This advert closes on Monday 20 Oct 2025.