Outpatient Booking Officer

Job OverviewThe post holder will be responsible for booking outpatient appointments for The Parapet Breast, Radiology, Oncology and Plastic Surgery clinicians. They will have an active role in the implementation, as well as ongoing monitoring of both new and existing appointments systems.The post holder will assist with meeting Trust targets. The post holder will be required to offer very high customer service skills for patients and both internal and external staff.If successful the Intended start date will be: 05.01.26*Previous applicants need not to apply*Main duties of the jobThe Main Duties Of The Role Will BeArranging appointments over the telephone with patientsBooking patient appointments from waiting listsRescheduling and cancelling appointments at short notice, when requiredLiaising with clinical admin, consultants from multiple specialties and CNS teamsWorking for our organisationFrimley Health NHS Foundation Trust provides NHS hospital services for around 900,000 people across Berkshire, Hampshire, Surrey and south Buckinghamshire.As well as delivering excellent general hospital services to local people, we provide specialist heart attack, vascular, stroke, spinal, cystic fibrosis and plastic surgery services across a much wider area.We have three main hospitals - Frimley Park in Frimley near Camberley, Heatherwood in Ascot and Wexham Park near Slough.Our three core values, and the behaviours that support them, guide everything we do and set out what we expect of our staff in the way they treat patients, visitors, service users and each other, Committed to Excellence, Working Together and Facing the Future.We are also proud to host the Defence Medical Group South East at Frimley Park with military surgical, medical and nursing personnel working alongside the hospital's NHS staff providing care to patients in all specialtiesDetailed Job Description And Main ResponsibilitiesTo ensure all phone calls are dealt with in a professional and timely manner, adhering to the local targets set by the Surgery Directorate and the TrustTo ensure all patients, colleagues and visitors are treated with dignity, respect and empathy at all timesTo support the Trust in delivering NHS targetsTo respond in a timely fashion to all administrative duties within the teamAssist and be pro-active in all modernisation projects that concern the team and improve patient pathwaysTo be multi-skilled in your working role and able to assist in all areas of the department as and when requiredTo ensure strict confidentiality is maintained at all times in respect of correspondence received in the department and in accordance with Trust policyTo ensure demographics and daytime contact numbers are obtained and checked on each individual call and updated on the patient administration system in accordance with Information Quality AssuranceTo adhere to the Trust Access Policy when patients do not keep appointments or wish to delay appointments or treatmentTo liaise with the team leader to provide a high-quality empathetic service and highlight any problems, working together as a customer focused team to solve issues that may ariseTo adhere to the Trust values of being committed to excellence, working together and facing the futureFollow all Trust and local policies and procedures at all timesTo deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formalFor a full list of responsibilities, please see the attached job description.Person specificationQualificationsEssential criteriaGCSE English and Maths pass or equivalentECDL or equivalentDesirable criteriaNVQ Level 2 Administration or equivalent practical knowledgeExperienceEssential criteriaExperience of working in a hospital or busy office environment.Significant experience in difficult patient situations.Customer care experienceHas used Epic/other electronic healthcare suiteDesirable criteriaCall centre experiencePrevious booking experienceSkillsEssential criteriaGood communication skills both verbal and in writingExcellent customer service skills and evidence of dealing with telephones and meeting targetsExceptional interpersonal skillsTime management skillsAbility to escalate any issues as necessaryLogical thinker, able to reason, analyse situations effectively and deal with a multitude of queriesDesirable criteriaKnowledge 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