Outpatient Bookings Officer

FHFT Education Academy; Ascot; On-site; GBP 26,000 - 29,000; Full time

Job summary

Frimley Health NHS Foundation Trust in Ascot is seeking an organised, patient-focused administrator to support Audiology and ENT outpatient services. You will book and coordinate appointments across multiple sites, maintain efficient appointment systems, and help the Trust meet service targets while delivering high-quality care from first contact.

This 37.5 hour per week role requires strong communication, attention to detail and teamwork in a busy hospital environment, with a fixed-term

Qualifications

• GCSE English and Maths pass or equivalent.
• ECDL or equivalent.
• NVQ Level 3 Administration or equivalent practical knowledge.
• Experience of working in a hospital or busy office environment.
• Customer care experience.
• Call centre experience.
• NHS experience.

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 work primarily for Audiology and ENT at Greenwood Offices at Heatherwood Hospital with one day a week to Audiology Department at Frimley Park Hospital for Audiology.

Skills

Communication

Attention to detail

Customer service

NHS targets

Medical terminology

Clinical procedures

Education

GCSE English & Maths

ECDL

NVQ Level 3 Administration

Job description

Main area Specialist Surgery Grade Band 3 Contract 12 months (Fixed Term) Hours Full time - 37.5 hours per week (Monday to Friday 08:30-16:30) Job ref 151-ZT139

Site Greenwood Offices, Above Heatherwood Hospital Town Ascot, Berkshire Salary £26,240 - £28,850 per annum incl HCAS Salary period Yearly Closing 01/11/2026 23:59

Job overview

Are you an organised, people-focused professional with a passion for delivering exceptional customer service? We’re looking for a proactive and enthusiastic individual to join our team, supporting the smooth running of Audiology and ENT outpatient services across the Trust.

As a key member of our administrative team, you’ll be responsible for booking and coordinating outpatient appointments across multiple sites, ensuring patients receive the best possible experience from their very first contact. You’ll play an important role in implementing and maintaining efficient appointment systems, helping the Trust meet service targets and continually improve the quality of care we provide.

This is a great opportunity for someone who enjoys working in a fast-paced, patient-centred environment, where excellent communication, attention to detail, and teamwork are highly valued.

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 work primarily for Audiology and ENT at Greenwood Offices at Heatherwood Hospital with one day a week to Audiology Department at Frimley Park Hospital for Audiology.

Working for our organisation

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.

Detailed job description and main 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
• Call centre experience.
• NHS 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.
• Good knowledge of NHS targets.
• Knowledge of clinical and surgical procedures
• Knowledge of medical terminology.

Frimley Health NHS Foundation Trust (FHFT) is proud of its strong reputation, record of achievement and ambition for the future. We serve a population of over 900,000 people across Berkshire, Hampshire, Surrey and South Buckinghamshire, and remain committed to improving the health and wellbeing of our communities.

Our new organisational strategy – FHFT 2030 – sets out our ambition to be the best place to receive care and the best place to work in the NHS. Underpinned by our Trust values – Committed to Excellence, Working Together, Facing the Future, and being a modern, compassionate, Healthcare Organisation – we are creating a culture where our people can thrive and patients always come first.

We continue to invest heavily in our services and facilities. This includes the development of a new hospital at Frimley Park, major expansion of diagnostics and inpatient capacity, and the continued transformation of services across our sites. We have already delivered a brand-new £100m state-of-the-art Heatherwood Hospital, a £49m Emergency Assessment Centre at Wexham Park, and a £10m upgrade to maternity services.

We are also committed to sustainability and the NHS Net Zero ambition. Our new hospital and estate developments are being designed to be environmentally responsible, energy efficient, and future-proofed, featuring on-site renewables energy and intelligent energy systems. Th rough our green plan, we are embedding sustainable practices across all areas of care and operations, ensuring we reduce our environmental impact while improving population health and wellbeing. Our staff are key to helps us deliver on our ambition and to ensure sustainability is a core component of care delivery and our operations.

Alongside estates’ investments, we are embedding a strong focus on digital innovation and quality improvement. Our electronic patient record (Epic), launched in 2024, is already enabling safer, more connected, and more effective care for patients, while giving staff the tools they need to do their best work. Our electronic patient record also supports safe and effective digitised care pathways, savings time and carbon, whilst delivering excellent quality of care.

Everything we do is guided by our values, shaping how we care for patients, support colleagues, and build a sustainable future for healthcare together.