Outpatients Booking Assistant

Epsom and St Helier University Hospitals; Carshalton; On-site; GBP 31,000 - 32,000; Full time

Job summary

Epsom and St Helier University Hospitals NHS Trust is seeking a proactive Outpatients Booking Centre Administrator (Band 3) to join our team at St Helier Hospital. The role involves arranging outpatient appointments, handling patient telephone enquiries, and offering flexible appointment slots to support efficient patient care.

You will book and reschedule appointments via telephone, email and online, ensuring a patient-centred service while respecting confidentiality.

Qualifications

• Good basic educational background
• GCSE English Grade C or above
• NVQ Level 3 in Business administration or Customer care

Responsibilities

• Make appointments and deal with questions primarily via telephone, but also email and online.
• Use a variety of communication styles to provide a patient-centred booking service.
• Assist GP enquiries and manage appointment rescheduling as needed.

Skills

Communication skills

Teamwork

Confidentiality

People skills

Education

GCSE English

NVQ Level 3 in Business administration or Customer care

Tools

IT systems

Excel / Access

Job description

Main area Outpatients Grade Band 3 Contract 12 months (Fixed term 12 month contract) Hours Full time - 37.5 hours per week Job ref 343-8260910-B3-FT

Site St Helier Hospital Town Carshalton Salary £30,630 - £32,346 per annum incl HCAS Outer pro rata Salary period Yearly Closing 01/10/2026 23:59

At Epsom and St Helier Hospitals, above all we value respect. We put respect at the heart of all we do, by living up to our shared behaviours of kindness, professionalism, positivity and teamwork. This enables us to provide great patient care and make ESTH a great place to work. When you sign up to work with us, you sign up to this and we welcome applicants who share our values.

Job overview

We are looking for an enthusiastic individual to join our team in the Outpatients Booking Centre

The post holder will be part of a team that arranges patients outpatients appointments across the Trust and deal with patients/relatives telephone enquiries via our Outpatient Call Centre based at St Helier Hospital regarding appointments. He/she will offer a choice of dates and times for appointments and reschedule appointments as and when necessary. They will also offer a service to GP's who wish to make enquiries about an appointment.

Main duties of the job

The post holder will make appointments and deal with questions primarily via telephone, but also email and online.

When booking appointments a wide range of communication skills will be used in order to provide a patient centred booking service. The post holder will be sensitive to the needs of each individual, responding differently to a wide range of needs.

To use a variety of communication styles to ensure effective telephone communication to all patients; this includes working with those who may have difficulties in communication, who are vulnerable, and from a range of cultural backgrounds.

Working for our organisation

Epsom and St Helier University Hospitals NHS Trust provides a range of medical services to approximately 490,000 people living across southwest London and northeast Surrey. In addition, we provide more specialist services, in particular renal and neonatal intensive care, to a wider area, covering parts of Sussex and Hampshire.

We serve an area that is rich in diversity, with a mix of urban and rural areas, and differing levels of quality of life. We cover some of the most prosperous postcodes in the country, as well as some poorer areas. Together with our colleagues at NHS Surrey and NHS Sutton and Merton, we work to make sure that we deliver the best possible care to the communities we serve.

The Trust employs approximately 5,000 staff across its hospitals and is supported by over 500 volunteers.

Detailed job description and main responsibilities

Please see the attached supporting job description and person specification document which contains more information about the role and requirements. Please ensure your application refers to the job description and person specification.

The recruiting team reserve the right to close this advertisement early once applications reach maximum limit.

Person specification

Education & Qualification

• Good basic educational background
• GCSE English Grade C or above
• NVQ Level 3 in Business administration or Customer care

Experience

• Customer Service experience
• Knowledge of patient administration work in a healthcare setting.
• Knowledge of a full range of IT / patient admin systems
• NHS Experience
• Experience of Access Database/ Excel Spreadsheets

Skills & Abilities

• Good verbal and written communication skills
• Able to work independently and as a team member
• Respect for confidentiality
• Evidence of interacting with a wide range of people

Personal Attributes

• Organised and logical

Your recruitment team
The NHS South West London Recruitment Hub is your dedicated recruitment team, here to support you at every stage of the process. If you have a query, please contact us:
E: [e-mail]

Safeguarding and DBS Checks
We are committed to safeguarding children and vulnerable adults. For roles with direct access to these groups, an Enhanced Disclosure and Barring Service (DBS) check will be required. All staff are expected to understand and uphold their safeguarding responsibilities as part of their role.

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.