Outpatient Bookings Officer

This 12-month administrative post supports Audiology and ENT outpatient services at Frimley Health NHS Foundation Trust. The role centres on booking and coordinating outpatient appointments across several sites, handling calls promptly and helping introduce new IT and patient administration systems. Most work is based at Greenwood Offices at Heatherwood Hospital, with one day a week in the audiology department at Frimley Park Hospital. Candidates need hands-on experience in busy, patient-facing settings, including difficult situations.

What the job involves

• Handle all calls professionally and promptly within departmental and Trust targets
• Book and coordinate outpatient appointments across multiple sites
• Treat patients and visitors with dignity, respect and empathy
• Deal with patients politely, meeting their requests where possible
• Support the Trust in delivering NHS targets
• Respond promptly to administrative tasks within the team
• Support the implementation of new IT and patient administration systems
• Implement and maintain efficient appointment systems
• Contribute to modernisation projects that improve patient pathways
• Be multi-skilled and assist across the department as required
• Work mainly at Greenwood Offices, Heatherwood Hospital, with one day a week at Frimley Park Hospital audiology

What’s required

Qualifications

• GCSE English and Maths pass or equivalent
• ECDL or equivalent
• NVQ Level 3 Administration or equivalent practical knowledge

Experience

• Experience of working in a hospital or busy office environment
• Significant experience handling difficult patient situations
• Customer care experience

Skills & knowledge

• Good verbal and written communication
• Attention to detail and accuracy when completing tasks
• Excellent customer service skills, with evidence of telephone work and meeting targets
• Time management

Nice to have

• Call centre experience
• NHS experience
• Good knowledge of NHS targets
• Knowledge of clinical and surgical procedures
• Knowledge of medical terminology

What’s offered

• Development opportunities and training in professional, management, leadership and clinical skills
• Support for flexible working patterns
• Support for a healthy work-life balance
• High cost area supplement included in salary