Outpatients Scheduler (NHS Band 4)

Milton Keynes University Hospital NHS Foundation trust; Milton Keynes; On-site; GBP 24,000 - 27,000; Full time

Job summary

A university teaching hospital in Milton Keynes is seeking an Outpatient Scheduler to join its Central Booking Office. The successful candidate will be responsible for scheduling appointments, monitoring waiting lists, and ensuring high-quality customer service. This role requires good communication and IT skills, along with previous experience in customer care or clerical roles. You will play a key part in the patient journey and have the opportunity to work in a supportive environment committed to excellent healthcare delivery.

Benefits

Flexible working options

Professional development opportunities

Qualifications

• Customer care work experience or previous clerical experience in a healthcare environment.
• Ability to accurately input and retrieve information on a computerized system.
• Experience of handling inbound and outbound telephone calls.

Responsibilities

• Schedule outpatient appointments according to national policies.
• Respond to patient and other calls professionally.
• Monitor patient waiting lists and escalate issues.

Skills

Excellent communication skills

Strong IT skills

Good attention to detail

Excellent word processing skills

Ability to work under pressure

Education

Good general education including English at GCSE (Grade C or above) or equivalent

Tools

Microsoft Office Suite

Job description

Job overview

Outpatient Scheduler

Department Reception and Central Booking

Band 3 £24,937 - £26,598 per annum, pro rata if Part time

Hours: 37.5 hrs fixed term 31st March 2026. All MKUH roles will be considered for flexible working.

Do you have excellent communication skills? Do you have a caring nature and enjoy making a positive difference?

An exciting opportunity has arisen to join the Central Booking Office and Call Centre as a Scheduler, collaborating with internal and external service users. The successful candidate will work in the Central Booking Office based at our Witan Gate Offices between the hours of 08:00-20.00. We are looking for candidates who have previous customer care experience, whether within the healthcare or another environment

Our Outpatient department at Milton Keynes University Hospital see many patients daily, so Schedulers have a significant role to play in a patients journey and overall experience.

You’ll be instrumental in maintaining accurate records, booking appointments, and ensuring compliance with NHS policies and standards. Lastly, the successful candidate will be able to maintain a professional demeanour whilst meeting the trusts high standards.

Please note that we are not able to offer sponsorship for this role.

Interview w/c 05 January 2026

Main duties of the job

'We care We communicate We collaborate We contribute'

The post holder will contribute to the delivery of high quality, safe and compassionate healthcare to patients by providing an administrative service focused on the patient and their individual needs.

The post holder will provide effective and efficient administrative support to a team liaising with patients, doctors, and other healthcare professionals, working across the Outpatients and Main Reception areas and within the Central Booking Function. The staff member will work consistently to provide high quality customer service and will be always professional.

Working for our organisation

Milton Keynes University Hospital, in proud partnership with the University of Buckingham, is a University Teaching Hospital committed to advancing patient care through cutting-edge research and education. With a “Good” rating from the CQC and significant investment underway, this is an exciting time to join our team and grow your career.

As a medium sized general hospital, we provide a full range of general medical and surgical services, including a busy Emergency Department, Maternity, and Paediatrics. As the population of our city and surrounding areas continues to grow rapidly, we are expanding and enhancing our facilities to meet rising demand and improve access to care for all our communities.

We are also proud to offer a growing portfolio of specialist services. In January 2025 we opened our state-of-the-art Radiotherapy Centre, bringing advanced cancer treatment closer to home. Our services also include neonatology, specialist surgical care, and a wide range of diagnostics, supported by the new Community Diagnostic Centre at Whitehouse Health Centre.

Further investment is underway, including the construction of Oak Wards – a new ward block featuring two 24-bed wards – and the recently approved Women and Children’s Centre, set to open by 2030.

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Detailed job description and main responsibilities

Main duties and responsibilities

• Scheduling of outpatient appointments in accordance with National and locally defined policies and standards to manage patient pathways, with reference to MKUH’s Patient Access Policy.
• Working in a call centre environment to respond to patient, GP, and other queries, ensuring that general data protection rules are adhered to, and excellent customer service provided.
• Monitoring patient waiting lists to ensure patients are secured an outpatient appointment within designated appropriate timeframes. Escalating issues appropriately to senior managers.

Central Booking Office

• Ensure patients are scheduled according to national and locally defined policy, inclusive of Referral to Treatment and the Patient Access Policy.
• Respond to patient and other telephone calls, within designated set parameters. Ensuring calls are managed professionally and patients are kept fully informed.

Please refer to the Job Description for further details

Person specification

Qualifications & knowledge

Essential criteria

• Good general education including English at GCSE (Grade C or above) or equivalent
• Good standard of spoken English
• Strong IT skills in relation to Microsoft packages including word/excel and Microsoft to NVQ level 3 or RSA III or equivalent experience
• Working in a busy environment dealing with peaks of high workload
• Understanding of confidentiality in the workplace

Desirable criteria

• Knowledge of Waiting list procedures
• Knowledge and understanding of medical terminology
• Knowledge of NHS Administration systems
• Knowledge of Data protection Act 1998
• Working knowledge of the local Patient Access Policy
• Understanding of NHS plan and waiting targets

Experience

Essential criteria

• Customer care work experience or previous clerical experience in a healthcare environment
• Ability to accurately and efficiently input and retrieve information on a computerised system whilst adhering to complex local and national policies and guidelines
• Experience of handling inbound and outbound telephone calls of a potentially sensitive nature whilst recording information accurately into multiple electronic data systems.
• Experience of working in a team.

Skills

Essential criteria

• Excellent word processing skills / computer skills
• Evidence of working under pressure to tight deadlines and dealing with difficult situations e.g. patients, public and visitors.
• Good administrative skills
• Strong organisational skills with ability to prioritise
• Good attention to detail
• Ability to make decisions using own initiative

Personal & people development

Essential criteria

• Willingness to undertake training sessions to develop self and improve service provided to patients

Communication

Essential criteria

• Effective verbal and written communication skills
• Good customer service skills