Outpatient Clinic Coordinator - Medical Retina (NHS)

We are looking to recruit two dynamic and enthusiastic outpatient clinic co‑coordinators for the Moorfields Medical Retina team at City Road. There are two fixed‑term contracts available: one full‑time contract for 12 months (ending 12/04/2027) and one part‑time contract for 6 months (ending 01/11/2026). Candidates should have worked in a similar role within the NHS and have a proven track record of delivering successful outcomes in a fast‑paced environment, including converting enquiries into outpatient appointments. Strong communication skills at all levels, excellent customer service, and the ability to work both independently and as part of a larger administrative team are essential.

Main Duties

• Provide effective clinic management, reducing over‑booking of clinics and ensuring a positive experience for patients.
• Offer a professional, comprehensive and efficient reception and administration service to the Trust’s outpatient clinics at Moorfields, City Road.
• Promote a positive image of the Trust’s outpatient services through excellent customer service to patients, relatives/carers and external stakeholders.
• Maintain high standards of data entry and quality across all services, in both paper and electronic record‑keeping.
• Ensure adherence to the Trust’s Access Policy at all times.
• Work as part of a large administrative team and provide cross‑cover as required.
• Actively reduce the number of hospital appointments not attended by confirming follow‑up appointments with patients face‑to‑face where possible.

Detailed Responsibilities

• Manage designated clinics in line with agreed clinic profiles, reducing over‑booking and adjusting patient numbers to clinician availability.
• Liaise with the responsible clinician to provide regular updates on clinic profile status, in an agreed format.
• Use a variety of systems (e.g. PAS) to monitor clinics and clinician availability.
• Provide a high standard reception service and general administrative support to designated outpatient clinics, serving as the first point of contact to patients.
• Identify all patient AIS requirements and record the data accurately on the Trust’s electronic system.
• Ensure clinic digital screens and whiteboards are updated with correct and up‑to‑date information.
• Accurately record patient attendance in clinic and time of departure.
• Register patient details on the electronic system as they arrive at the A&E desk.
• Process notes in the A&E department within required timeframes.
• Record outpatient outcomes, updating Referral To Treatment (RTT) status, and where appropriate, outpatient procedure coding promptly for every patient.
• Book and reschedule appointments as required, including booking of diagnostic appointments in liaison with the appropriate departments, booking centre and call centre.
• Ensure follow‑up appointments are booked in accordance with agreed Key Performance Indicators and treatment protocols.
• Provide patients with up‑to‑date information relating to waiting times in clinic.
• Ensure all appointment cancellations and alterations are correctly recorded and highlight any issues identified with appointment bookings to clinicians in accordance with the Trust’s Access Policy.
• Ensure all clinics are ‘cashed’ accurately and promptly on electronic administration systems within agreed Key Performance Indicator standards.
• Track all patient Health Records appropriately to the relevant service using the electronic case note tracking system.
• Respond to appointment requests and other queries via email from clinicians promptly.
• Liaise with the clinical and nursing teams working in clinics to keep them informed of any problems that may impact the running of the clinic and ensure clinic capacity and resources are optimised.
• Ensure patient information is obtained, recorded and updated on Trust electronic systems, checked regularly and updated both electronically and in the patient’s health record, as evidenced through data quality audits.
• Maintain a good knowledge of RTT and apply it to appointment bookings where appropriate.
• Prepare notes for clinic and transport to and from clinics as required.

Person Specification

Education / Qualifications

• Essential: Educated to GCSE level (including English and Maths to GCSE A‑C), or equivalent qualifications.
• Desirable: Evidence of continuing education and development.

Experience

• Essential: Administrative experience.
• Desirable: Administrative experience within NHS settings; Ophthalmology experience.

Knowledge / Skills / Abilities

• Proficient in the use of MS Office IT software packages (e.g. MS Excel, Word).
• Appreciation and awareness of the Data Protection Act.
• Excellent oral and written communication and interpersonal skills.

Due to the nature of this position, employment is subject to proof of eligibility to work in the UK, completion of a satisfactory DBS disclosure and two references. We do not offer visa sponsorship for roles unless clearly stated in the adverts.

Equality, Diversity and Inclusion

Our commitment to equality, diversity and inclusion is at the heart of our organisational culture. We encourage applications from under‑represented candidates including BAME (Black, Asian and Minority Ethnic) and Disabled candidates as we work towards a representative workforce that provides the quality, dignity and respect required by our patients.

Flexibility

Moorfields is a flexible working friendly organisation. Employees have the right to request flexible working arrangements; if they work for the service, they will be accommodated where possible.

Contact for Reasonable Adjustments or Accessible Recruitment Documents

For reasonable adjustments before applying or an accessible version of any recruitment documents, please contact the recruitment team at moorfields.recruitment@nhs.net.