Patient Appointments Coordinator (Hybrid Role)

Gloucestershire Hospitals NHS Foundation Trust; Gloucester; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

NHS Pension

Generous annual leave

Discounts at local shops/restaurants

On-site nurseries

Flexible working opportunities

Job summary

Gloucestershire Hospitals NHS Foundation Trust is seeking an Appointments Booking Officer to handle inbound calls from patients and service users and assist Specialist Bookers with clinic booking administration. You will provide efficient support to the Central Booking Office and manage referrals and appointment changes in line with Trust policies.

You will work in a busy call-centre style environment, using ERS, TrakCare and Excel, with training provided and opportunities to develop within a

Qualifications

• GCSEs or equivalent with English and Maths.
• Experience in a call centre environment.
• Knowledge of medical terminology.
• NHS experience and strong communication skills (written and verbal).
• Good IT skills and proficiency in Microsoft Office.
• Excellent organisational skills.
• Ability to learn various IT systems and use them concurrently.

Responsibilities

• Answer inbound calls from patients and service users.
• Assist Specialist Bookers with admin for clinic bookings.
• Provide admin support to the Central Booking Office (CBO).
• Book patients into clinic slots; modify or cancel appointments; send letters to patients.
• Process manual referrals to TrakCare within set timescales.
• Support Booking Specialists to maximise slot utilisation.
• Follow Trust patient access policies and inform about cancellations.
• Liaise with medical records to ensure notes are available for appointments.
• Handle a wide range of admin tasks accurately and efficiently.
• Process ERS transfers and respond to clinicians’ triaging comments.
• Use ERS, TrakCare and Excel concurrently.
• Train new staff and escalate training issues to supervisor.
• Identify and escalate internal/external process changes affecting CBO.
• Work within established CBO and Trust policies; manage workload.

Skills

Call centre experience

Medical terminology

NHS experience

Communication skills

IT literacy

Education

GCSEs including English and Maths

Tools

ERS

TrakCare

Excel

Job description

Gloucestershire Hospitals NHS Foundation Trust is seeking an Appointments Booking Officer to handle inbound calls from patients and service users and assist Specialist Bookers with clinic booking administration. You will provide efficient support to the Central Booking Office and manage referrals and appointment changes in line with Trust policies.

You will work in a busy call-centre style environment, using ERS, TrakCare and Excel, with training provided and opportunities to develop within a