Orthopaedics Appointments Officer

Job OverviewThe post holder will be responsible for booking outpatient appointments across the Trust’s sites. They will play an active role in the implementation and ongoing monitoring of both new and existing appointment systems, ensuring processes run smoothly and efficiently. The role will contribute to achieving Trust targets and service delivery standards.Working in a fast-paced environment, the post holder will be expected to deliver a high standard of customer service to patients, as well as to both internal and external stakeholders. Strong communication skills, attention to detail, and the ability to prioritise effectively will be essential.Main duties of the job To ensure all phone calls are dealt with in a professional and timely manner To ensure all patients and visitors are treated with dignity, respect and empathy To deal with patients in a polite and respectful manner To support the Trust in delivering NHS targets To respond in a timely fashion to all administrative duties within the team To support the implementation of all new IT systems Assist and be pro-active in all modernisation projects To be multi-skilled in your working role To ensure strict confidentiality is maintained at all times To ensure demographics and daytime contact numbers are obtained To liaise with the team leader to provide a high quality empathetic service To adhere to the Trust values of being committed to excellence, working together and facing the future To attend specialty meetings for your lead specialty To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formalWorking for our organisationFrimley Health NHS Foundation Trust is committed to being an inclusive and disability confident employer and has been awarded the Gold for the Armed Forces Employment Recognition Scheme. We provide first class development opportunities for all staff and have a wide range of professional, management and leadership, and clinical skills training available.Here at Frimley Health NHS Foundation Trust, we know how important it is to have a healthy work life balance; this benefits not only individuals but the patients we care for too.We encourage applications from people who wish to work on a flexible basis, recognising that flexibility may mean a range of different working patterns and hours, we do our utmost to work with our staff to meet their needs and the needs of our service and its users.Frimley Health Trust benefits on VimeoDetailed Job Description And Main ResponsibilitiesTo ensure all phone calls are dealt with professionally and in a timely manner , adhere to Trust and local targets.To ensure all patients and visitors and treated with dignity , respect at all times.To manage booking , rebooking and cancelling appointments for your designated consultants.To ensure all clinics are filled at all times.To escalate any issues to management.To be multi skilled in your working role and able to assist in all areas of the department. To ensure demographics are checked and updated To adhere confidentiality at all times To liaise with the team leader to provide high quality service , working together as a customer focused team. To deal with patient complaints in a professional manner and resolve the issue before becoming formal.Person specificationQualificationsEssential criteriaGCSE English and Maths pass or equivalentECDL or equivalentNVQ Level 3 Administration or equivalent practical knowledge.ExperienceEssential criteriaExperience of working in a hospital or busy office environment.Significant experience in difficult patient situations.Significant customer care experience.Desirable criteriaCall centre experienceNHS experienceSkills & KnowledgeEssential criteriaGood communication skills both verbal and in writingDemonstrate attention to detail and accuracy when completing tasks.Excellent customer service skills and evidence of dealing with telephones and meeting targets.Time management skillsDesirable criteriaGood knowledge of NHS targetsKnowledge of clinical and surgical proceduresKnowledge of medical terminologyKnowledge of current NHS issues relating to the Referral To Treatment targets waiting lists and the Trust Access PolicyFrimley Health NHS Foundation Trust (FHFT) is proud of its strong reputation, record of achievement and ambition for the future. We serve a population of over 900,000 people across Berkshire, Hampshire, Surrey and South Buckinghamshire, and remain committed to improving the health and wellbeing of our communities.Our new organisational strategy – FHFT 2030 – sets out our ambition to be the best place to receive care and the best place to work in the NHS. Underpinned by our Trust values – Committed to Excellence, Working Together, Facing the Future, and being a modern, compassionate, Healthcare Organisation – we are creating a culture where our people can thrive and patients always come first.We continue to invest heavily in our services and facilities. This includes the development of a new hospital at Frimley Park, major expansion of diagnostics and inpatient capacity, and the continued transformation of services across our sites. We have already delivered a brand-new £100m state-of-the-art Heatherwood Hospital, a £49m Emergency Assessment Centre at Wexham Park, and a £10m upgrade to maternity services.We are also committed to sustainability and the NHS Net Zero ambition. Our new hospital and estate developments are being designed to be environmentally responsible, energy efficient, and future-proofed, featuring on-site renewables energy and intelligent energy systems. Through our green plan, we are embedding sustainable practices across all areas of care and operations, ensuring we reduce our environmental impact while improving population health and wellbeing. Our staff are key to helps us deliver on our ambition and to ensure sustainability is a core component of care delivery and our operations.Alongside estates’ investments, we are embedding a strong focus on digital innovation and quality improvement. Our electronic patient record (Epic), launched in 2024, is already enabling safer, more connected, and more effective care for patients, while giving staff the tools they need to do their best work. Our electronic patient record also supports safe and effective digitised care pathways, savings time and carbon, whilst delivering excellent quality of care.Everything we do is guided by our values, shaping how we care for patients, support colleagues, and build a sustainable future for healthcare together.Apply online now