Appointment Coordinator - SPARC Service

We're proud of our team and recognise the significant contributions they make to patients here in the UK and globally. When you join Moorfields Eye Hospital you can help us continue to deliver excellence and equity in patient care through kindness and compassion for all.

At Moorfields, people's sight matters—and so do the people who make it possible. For over 200 years, Moorfields has been at the forefront of ophthalmic care, research, and education. With more than 2,300 dedicated team members and over 700,000 patients seen annually across our City Road site and 22 networked sites, we are proud to be a global centre of excellence.

We are recruiting for Appointment Coordinators within the SPARC Administration team. Our main focus is the treatment and care of NHS patients with a wide range of eye problems, from common complaints to rare conditions that require treatment not available elsewhere in the UK. The volume and variety of conditions treated by our clinicians means that they have a unique range of skills and knowledge.

To work in the contact centre to provide booking service to patients making outpatient appointments, registering referrals, agreeing appointments with patients and ensuring information is recorded accurately on the relevant systems.

Main duties of the job:

• To ensure that all new referrals are processed on eRS within 24 hours of receipt and that the referral letter is forwarded to the relevant Trust depending on triage outcome.
• To manage and process requests for advice from community optometrists, ensuring queries are addressed promptly and referred to the appropriate clinical team for further action as needed.
• To be responsible for processing patient choice requests, including sending out Patient Choice Forms and actioning the results, ensuring appointments are scheduled in line with patient preferences and according to policy guidelines.
• To be responsible and accountable for all booking processes for a designated region of London, undertaking booking/deferring of appointments in accordance with procedures.
• To monitor any inboxes/worklist to ensure that all patients are processed and booked appropriately, booked according to the Access Policy.
• Liaise with clinical staff regarding the booking of appointments of patients who need to be processed urgently.

What’s in it for You?

• Competitive salary (including high-cost area supplement)
• Membership of the NHS Pension Scheme
• 24/7 independent counselling support
• Career-long learning and development opportunities
• Excellent transport connections
• Access to NHS and Blue Light discount schemes
• Free Pilates classes
• Full support and training to develop your skills

The post holder will be a member of the trust’s Single Point of Access team. To manage primary care referrals for North Central London, North East London and South West London providing a professional, comprehensive and efficient service to outpatient clinics based in North Central London and North East London along with their associated satellite units.

To promote a positive image of the Trust’s outpatient services through the provision of excellent customer service to patients, relatives/carers and external stakeholders, demonstrating a commitment to putting patient care first. To ensure high standards of data entry and quality are achieved and sustained across all services, in both paper and electronic record-keeping. To ensure adherence to the Trust’s Access Policy at all times. To work as part of a large administrative team and provide cross-cover as and when required.

Person specification:

• Proficient in digital systems and software (e.g. hospital systems or work systems)
• Understanding of the 18-week pathway
• Understanding of general patient pathways in healthcare
• Administrative experience in the NHS
• Administrative experience in a work environment for 1 year or in more than one work environment
• Experience of working in a busy environment with the ability to manage well
• Experience working with patients/customers

Educated to GCSE level (including English and Maths to GCSE A-C), or equivalent qualifications. Evidence of continuing education and educational development. Evidence of continuing professional development.

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 our adverts, so please consider this before applying.

Moorfields is a flexible working friendly organisation, and we are committed to helping our employees achieve a work-life balance that is beneficial for health and wellbeing, motivation levels and job satisfaction. Every employee of the Trust has the right to request to work flexibly. Please speak to us about how we might be able to accommodate a flexible working arrangement.

If you would like to discuss any reasonable adjustments before applying or would like an accessible version of any recruitment documents, please contact the recruitment team at moorfields.recruitment@nhs.net.