Job summary
Want to earn while you learn in a rewarding NHS role? Join our friendly team as an Apprentice Outpatient Booking Officer, supporting with outpatient appointment scheduling and waiting list management, while gaining a Level 3 Apprenticeship in Business Administration or Customer Services.
About the Role As a key member of the administrative team, you will ensure that outpatient appointments and waiting lists are effectively managed to support the delivery of high-quality patient care. You will liaise with clinical teams, patients, and other administrative staff to ensure appointments are scheduled efficiently and in line with NHS guidelines.
Additionally, you will provide administrative support to other services within the directorate as required, contributing to the smooth operation of outpatient services.
Main duties of the job
- Schedule patient appointments, ensuring timely access to care.
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Communicate with patients regarding appointments, cancellations, and rescheduling.
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Update and maintain patient records on hospital systems.
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Work closely with clinical teams to coordinate patient pathways.
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Ensure all booking processes align with NHS guidelines and targets.
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Provide administrative support to additional services within the directorate when required.
About us
Frimley Health NHS Foundation Trust is committed to being an inclusive and disability confident employer and has been awarded the Gold for the Armed Forces Employment Recognition Scheme. We provide first class development opportunities for all staff and have a wide range of professional, management and leadership, and clinical skills training available. Here at Frimley Health NHS Foundation Trust, we know how important it is to have a healthy work life balance; this benefits not only individuals but the patients we care for too. We encourage applications from people who wish to work on a flexible basis, recognising that flexibility may mean a range of different working patterns and hours, we do our utmost to work with our staff to meet their needs and the needs of our service and its users. Frimley Health Trust benefits on Vimeo
Job description
Job responsibilities
- To 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 Trust
- To ensure all patients, colleagues and visitors are treated with dignity, respect and empathy at all times
- To support the Trust in delivering NHS targets
- To respond in a timely fashion to all administrative duties within the team
- Assist and be pro-active in all modernisation projects that concern the team and improve patient pathways
- To be multi-skilled in your working role and able to assist in all areas of the department as and when required
- To ensure strict confidentiality is maintained at all times in respect of correspondence received in the department and in accordance with Trust policy
- To 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 Assurance
- To adhere to the Trust Access Policy when patients do not keep appointments or wish to delay appointments or treatment
- To 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 arise
- To adhere to the Trust values of being committed to excellence, working together and facing the future
- Follow all Trust and local policies and procedures at all times
- To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formal
For a full list of responsibilities, please see the attached job description.
Job description
Job responsibilities
- To 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 Trust
- To ensure all patients, colleagues and visitors are treated with dignity, respect and empathy at all times
- To support the Trust in delivering NHS targets
- To respond in a timely fashion to all administrative duties within the team
- Assist and be pro-active in all modernisation projects that concern the team and improve patient pathways
- To be multi-skilled in your working role and able to assist in all areas of the department as and when required
- To ensure strict confidentiality is maintained at all times in respect of correspondence received in the department and in accordance with Trust policy
- To 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 Assurance
- To adhere to the Trust Access Policy when patients do not keep appointments or wish to delay appointments or treatment
- To 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 arise
- To adhere to the Trust values of being committed to excellence, working together and facing the future
- Follow all Trust and local policies and procedures at all times
- To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formal
For a full list of responsibilities, please see the attached job description.
Person Specification
Qualifications
Desirable
- GCSE English and Maths pass or equivalent
Experience
Desirable
- Experience of working in a busy environment.
- Relevant customer care experience.
Skills
Essential
- Good communication skills both verbal and in writing
- Excellent customer service skills and evidence of dealing with telephones and meeting targets
- Exceptional interpersonal skills
- Time management skills
- Ability to escalate any issues as necessary
- Persuasive/negotiating skills
- Logical thinker, able to reason, analyse situations effectively and deal with a multitude of queries
Desirable
- Knowledge of current NHS issues relating to the Referral To Treatment targets waiting lists and the Trust Access Policy
- Knowledge of medical terminology
- Knowledge of clinical and surgical procedures
Person Specification
Qualifications
Desirable
- GCSE English and Maths pass or equivalent
Experience
Desirable
- Experience of working in a busy environment.
- Relevant customer care experience.
Skills
Essential
- Good communication skills both verbal and in writing
- Excellent customer service skills and evidence of dealing with telephones and meeting targets
- Exceptional interpersonal skills
- Time management skills
- Ability to escalate any issues as necessary
- Persuasive/negotiating skills
- Logical thinker, able to reason, analyse situations effectively and deal with a multitude of queries
Desirable
- Knowledge of current NHS issues relating to the Referral To Treatment targets waiting lists and the Trust Access Policy
- Knowledge of medical terminology
- Knowledge of clinical and surgical procedures
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.
