Appointment Centre Administrator

Freeman Hospital; Carthage (MO); On-site; USD 28,000 - 33,000; Full time

Job summary

Newcastle Hospitals NHS Foundation Trust is looking for flexible and enthusiastic candidates who are excellent team players, well-motivated and capable of working in a busy and challenging environment. To join our team, you must be committed to delivering a first-class administrative service.

The Appointment Booking Centre handles over 280,000 patient appointments per year and staff process thousands of calls and enquiries daily, contributing to high standards of patient care and a supportive

Qualifications

• Good literacy and numeracy skills.
• IT skills in Windows-based applications.
• Ability to communicate with members of the public, all staff and health care providers.

Responsibilities

• Manage a large volume of inbound and outbound calls in a timely manner.
• Provide an effective and efficient administrative service at the Appointment Booking Centre ensuring a high quality of customer care.
• Develop and maintain competencies in all areas of work.

Skills

Literacy & numeracy

IT skills

Communication

Education

NVQ Level 2 or equivalent

Job description

• Cramlington Manor Walks

Appointment Centre Administrator

Band 2

Newcastle Hospitals NHS Foundation Trust is one of the busiest and largest NHS hospital trusts in the country. We have around 16,000 staff and an annual budget of £1.7 billion.

With strong history of providing high quality care, clinical excellence, research and innovation regionally, nationally and internationally, we’re in the top five providers of specialised health services in the country.

As well as providing a wide range of hospital and community services, we support people with a range of rare and complex medical, surgical and neurological conditions, cancers and genetic orders.

We are committed to promoting equality and diversity and recognise the benefit in providing an inclusive environment. We value and respect the diversity of our employees and aim to recruit a workforce which reflects the communities we serve, and is equipped to deliver the best service to our patients. We welcome all applications irrespective of people’s race, disability, sex, sexual orientation, religion or belief, age, gender identity, marriage and civil partnership, pregnancy and maternity and in particular those from under‑represented groups.

Newcastle Hospitals are proud to be one of the exemplar organisations across the NHS on sustainability, with a long history of delivering Sustainable Healthcare in Newcastle (Shine) and the first healthcare organisation in the world to declare a climate emergency. Our strategy includes commitments to being Net Zero by 2030, for our direct carbon footprint, and Net Zero by 2040 for our footprint plus. Delivering these ambitions will not be possible without the help, support and action of every single member of our team.

Job Overview

We are looking for flexible and enthusiastic candidates who are excellent team players, well‑motivated and capable of working in a busy and challenging environment. To join our team, you must be committed to the delivery of a first class administrative service. As well as having excellent organisational, communication and interpersonal skills it is imperative that the applicants are able to prioritise work, handle difficult situations and have a flexible approach to working. Having the ability to communicate with members of the public, all staff and health care providers are essential requirements of the role as is working effectively as part of a multi‑disciplinary team to ensure that our high standard of patient care is maintained.

• Interview Date Thursday 08 October 2026
• 37 Hours 30 Minutes/Week

NO AGENCIES PLEASE

Main duties of the job

• Previous experience of working within an Outpatient department would be advantageous though not a necessity as training will be given as is previous customer care/reception knowledge.
• The Appointment Booking Centre manages over 280,000 patient appointments per year, each member of staff may deal with 100 calls per day on average, the booking centre team deals with over 1,500 telephone calls daily.

Working for our organisation

As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.

With around 2 million contacts with patients every year, we deliver care from:

• Royal Victoria Infirmary (RVI)
• Freeman Hospital
• Newcastle Dental Hospital
• Cramlington Manor Walks
• Urgent treatment centres
• Newcastle Fertility Centre
• Northern Centre for Cancer Care, North Cumbria
• Northern Genetics Service

These include a range of flagship services which deliver cutting‑edge care (supported by state‑of‑the‑art diagnostic services in both radiology and pathology) and are a catalyst for innovation to support pioneering clinical practice in the NHS.

We also have offices at Regent Point in Gosforth and community sites.

Please see attached information on what Staff Benefits we have to offer at our Trust under ‘Documents to download’ or ‘Supporting documents’.

For further information on The Newcastle upon Tyne Hospitals NHS Foundation Trust please visit: Careers | Newcastle Hospitals | NHS | Newcastle Hospitals and Newcastle Hospitals NHS Foundation Trust

Detailed Job Description And Main Responsibilities

• Managing a large volume of inbound and outbound calls in a timely manner
• To provide an effective and efficient administrative service at the Appointment Booking Centre ensuring that a high quality of customer care is delivered
• To continue to develop and maintain competencies in all areas of work

Whilst Newcastle Hospitals are a forward thinking and highly innovative organisation, the use of Third‑Party Artificial Intelligence (AI) presents a risk to the integrity of our Recruitment & Selection processes. If you use AI, and it poses a risk to the integrity of your individual application or to the recruitment process, we may withdraw your application at any stage of the process.

Person specification

Skills

Essential criteria

• Good literacy and numeracy skills
• IT skills in windows‑based applications
• Ability to communicate with members of the public, all staff and health care providers

Experience

Desirable criteria

• Previous administration experience
• Previous customer care experience
• Previous call centre/patient contact centre experience

Qualifications

Essential criteria

• NVQ Level 2 in appropriate subject (or on pathway) or equivalent qualification / experience

Important note on completion of reference section of Application Form

All references from current and previous employers will be sought and must cover a minimum of 3 years employment. Therefore, when completing the reference section of your application form, please give the address, telephone number and work email address of each of your current/previous line managers that cover 3 years employment. Failure to complete this section may result in your application not being processed.

Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate. The method of payment is a salary deduction from your first month’s pay.

Candidates who are shortlisted for interview will be contacted by e‑mail. You should check your SPAM folders as well as your inbox. If you have not been contacted within 4 weeks of the closing date you should assume your application has been unsuccessful.

Employer certification / accreditation badges

Documents to download

• JD & PS (PDF, 241.9KB)
• Newcastle Staff Benefits (PDF, 274.4KB)
• Behaviour and Civility Charter (PDF, 93.8KB)

Name David Jarwick Job title Appointment Centre Coordinator Email address [e-mail] Telephone number 0191 2821319