The Outpatient Appointments Administrator supports the Outpatient Appointments team by coordinating and managing patient appointments within a call centre and administrative environment. The role involves booking and monitoring outpatient appointments, managing patient referrals in line with key performance targets, and ensuring accurate data entry across hospital systems.
The post holder provides high-quality customer service to patients, clinicians, and colleagues, handling enquiries professionally and efficiently. They are responsible for prioritising workloads, maintaining data quality and confidentiality, and supporting the smooth running of administrative processes to facilitate timely patient care. The role also requires adherence to Trust policies, values, and standards, while contributing to a collaborative team environment.
This post holder may be required to work flexibility across both County Hall and Musgrove Park Hospital.
Book, amend and monitor outpatient appointments in line with speciality booking rules
Manage and track patient referrals using e-Referral systems and worklists
Provide a high standard of customer service when dealing with patients and staff via phone, email and face-to-face
Handle enquiries, messages and queries efficiently, escalating where appropriate
Maintain accurate data entry and ensure data quality across hospital systems
Support the rebooking of cancelled clinics under supervision
Ensure patient information is processed and available in a timely manner to support care
Follow Trust policies, particularly around confidentiality and data protection
Maintain organised administrative systems, including scanning, filing and handling confidential waste
Work collaboratively within a team, providing cross-cover and supporting colleagues as needed
Assist with training and induction of new staff where appropriate
About us
At Somerset NHS Foundation Trust, we're committed to supporting our employees with a range of benefits designed to enhance your professional and personal life. We offer:
- Flexible working options to help you balance work and life
- NHS pension scheme for long-term financial security
- Generous annual leave allowance to recharge and relax
- A strong focus on career development to help you grow and achieve your potential
Additionally, you'll gain access to our Blue Light Card, unlocking exclusive discounts on shopping, dining, and leisure activities, as well as NHS-specific perks to support you both inside and outside of work.
We are proud to foster a diverse, skilled, and inclusive workforce, and we encourage applications from all backgrounds.
Why Somerset? Somerset offers the perfect blend of idyllic countryside, outstanding areas of natural beauty, and breathtaking coastlines, with vibrant cities like Bristol, Bath, and Exeter just a short drive away - and only two hours to London.
The region is home to excellent educational facilities, and with affordable housing compared to other parts of the country, it's a great place to build both your career and your future.
Somerset truly has it all - the peaceful countryside and cosmopolitan city life, with something for everyone to enjoy.
Please see attached Job Description & Person Specification for further details of duties and responsibilities.
Person specification
Qualifications
As a minimum GSCEs in English Language and Maths or functional skills
Experience
Experience of dealing with patients/customers
Evidence of prioritising workloads/good time management
Proven experience of working well as part of a team
Experience of working in a healthcare setting/previous experience of NHS administration processes
Minimum 1 year office experience within last 5 years
Experience of high volume contacts with patients/customers using the telephone
Additional Criteria
IT literate; including recent experience of using Microsoft packages such as Word, Outlook and Excel
Must be able to communicate in English Language, both written and verbally appropriate
Excellent communication skills, able to communicate effectively at all levels
Ability to maintain good quality professional relationships even when dealing with contentious matters
Knowledge of medical terminology
Working knowledge of in-house hospital systems
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Band
Band 2
Contract
Permanent
Working pattern
Full-Time
Job locations
County Hall
The Crescent
Taunton
Somerset
TA1 4DY
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