Outpatient Appointment Coordinator

This Outpatient Appointment Coordinator sits in the Outpatient Service Appointment Booking Team at Velindre Cancer Centre, part of Velindre University NHS Trust. The work centres on booking, processing and scheduling new, follow-up and pre-treatment outpatient appointments, including linked blood tests, and sending patients the right letters and information. Much of the day is telephone contact, including handling concerns about rescheduled clinics, so the role suits someone comfortable working largely on their own initiative.

Welsh is desirable, but English and Welsh speakers are equally welcome, and NHS Wales patient administration system experience is essential.

• Book, process and schedule new patient, follow-up and pre-treatment outpatient appointments
• Schedule blood tests and other tests in line with clinical request
• Agree appointment dates and times with patients by telephone
• Send appointment letters, test request forms and information booklets promptly
• Ensure bookings follow clinical instruction and are placed in the correct slots
• Check patients receive correct details on where, when and how to attend, including face to face or virtual
• Handle telephone calls about appointments, complaints and concerns with empathy and confidentiality
• Monitor outpatient activity so it is managed accurately and in a timely way
• Manage own time and workload, adapting plans as priorities change
• Work with clinical and administrative teams to support the patient pathway

• Educated to HNC, HND or diploma level
• Good knowledge of outpatient pathways and activity classification, gained through experience
• Advanced keyboard skills

• Experience of NHS Wales patient administration systems
• Experience of data protection and confidentiality
• Experience of working in a hospital environment or NHS organisation
• Proven interpersonal and communication skills
• Excellent telephone manner and customer care skills
• Previous outpatient appointment management experience

• Ability to prioritise effectively
• Good organisational skills
• Excellent verbal and written communication
• Ability to work effectively as part of a team
• Ability to use initiative and work with minimal supervision
• Flexible approach to meet the needs of the service

• Knowledge of Welsh Patient Administration System
• Knowledge of Welsh Clinical Portal
• Knowledge of the NHS Welsh Data Dictionary
• Welsh language skills at levels 1 to 5