Outpatient Booking Co-ordinator

This Outpatient Booking Co-ordinator post sits in the outpatient appointments centre at Royal Surrey NHS Foundation Trust. The work centres on booking new and follow-up appointments and clinics across many specialties, and on handling queries from patients, staff and referrers. It is a weekday day-shift role within a larger team of booking coordinators, supporting waiting-time targets. Fit depends on GCSE maths and English, an NVQ Level 4 or equivalent, and prior administration and public-facing experience.

• Book new and follow-up outpatient appointments and clinics across specialties, within national and local booking guidelines
• Make and reschedule patient appointments according to available clinic capacity
• Ensure full use of available outpatient clinic slots
• Deal with enquiries from staff, referring practitioners, patients and other health service organisations
• Deliver customer service to patients with empathy and understanding
• Liaise with outpatient reception teams, secretaries and other internal stakeholders
• Raise concerns with key stakeholders when patients cannot be booked in a timely manner
• Manage and prioritise workload, including urgent queries
• Maintain patient confidentiality
• Keep accurate records on the booking database

• GCSE maths and English, or equivalent
• NVQ Level 4 in business administration, or equivalent knowledge and experience

• Previous administration experience
• Previous experience of dealing effectively with the general public
• Experience of working in a busy office environment

• Working knowledge of MS Office software
• Familiarity with the Data Protection Act
• Clear, concise verbal and written communication skills
• Ability to prioritise workload and work under pressure
• Ability to communicate with staff at all levels

• Experience of working within an appointments booking service
• Knowledge and experience of the Cerner/PAS system
• Knowledge of hospital clinic procedures

• Comprehensive health and wellbeing programme
• Support for career development
• Development opportunities through the Group Model partnership with Ashford & St Peter's Hospitals NHS Foundation Trust