Job summary
Outpatient Scheduler
Department Reception and Central Booking
Band 3 £24,937 - £26,598 per annum, pro rata if Part time
Hours: 37.5 hrs fixed term 31st March 2026. All MKUH roles will be considered for flexible working.
Do you have excellent communication skills? Do you have a caring nature and enjoy making a positive difference?
An exciting opportunity has arisen to join the Central Booking Office and Call Centre as a Scheduler, collaborating with internal and external service users. The successful candidate will work in the Central Booking Office based at our Witan Gate Offices between the hours of 08:00-20.00. We are looking for candidates who have previous customer care experience, whether within the healthcare or another environment
Our Outpatient department at Milton Keynes University Hospital see many patients daily, so Schedulers have a significant role to play in a patients journey and overall experience.
You'll be instrumental in maintaining accurate records, booking appointments, and ensuring compliance with NHS policies and standards. Lastly, the successful candidate will be able to maintain a professional demeanour whilst meeting the trusts high standards.
Please note that we are not able to offer sponsorship for this role.
Interview w/c 05 January 2026
Main duties of the job
'We care We communicate We collaborate We contribute'
The post holder will contribute to the delivery of high quality, safe and compassionate healthcare to patients by providing an administrative service focused on the patient and their individual needs.
The post holder will provide effective and efficient administrative support to a team liaising with patients, doctors, and other healthcare professionals, working across the Outpatients and Main Reception areas and within the Central Booking Function. The staff member will work consistently to provide high quality customer service and will be always professional.
About us
Milton Keynes University Hospital, in proud partnership with the University of Buckingham, is a University Teaching Hospital committed to advancing patient care through cutting-edge research and education. With a "Good" rating from the CQC and significant investment underway, this is an exciting time to join our team and grow your career.
As a medium sized general hospital, we provide a full range of general medical and surgical services, including a busy Emergency Department, Maternity, and Paediatrics. As the population of our city and surrounding areas continues to grow rapidly, we are expanding and enhancing our facilities to meet rising demand and improve access to care for all our communities.
We are also proud to offer a growing portfolio of specialist services. In January 2025 we opened our state-of-the-art Radiotherapy Centre, bringing advanced cancer treatment closer to home. Our services also include neonatology, specialist surgical care, and a wide range of diagnostics, supported by the new Community Diagnostic Centre at Whitehouse Health Centre.
Further investment is underway, including the construction of Oak Wards - a new ward block featuring two 24-bed wards - and the recently approved Women and Children's Centre, set to open by 2030.
Visit our website to explore the latest news and opportunities at MKUH - News - Milton Keynes University Hospital -
For further information about Milton Keynes please visit - Visit Milton Keynes
Job description
Job responsibilities
Main duties and responsibilities
Scheduling of outpatient appointments in accordance with National and locally defined policies and standards to manage patient pathways, with reference to MKUHs Patient Access Policy.
Working in a call centre environment to respond to patient, GP, and other queries, ensuring that general data protection rules are adhered to, and excellent customer service provided.
Monitoring patient waiting lists to ensure patients are secured an outpatient appointment within designated appropriate timeframes. Escalating issues appropriately to senior managers.
Central Booking Office
Ensure patients are scheduled according to national and locally defined policy, inclusive of Referral to Treatment and the Patient Access Policy.
Respond to patient and other telephone calls, within designated set parameters. Ensuring calls are managed professionally and patients are kept fully informed.
Please refer to the Job Description for further details
Job description
Job responsibilities
Main duties and responsibilities
Scheduling of outpatient appointments in accordance with National and locally defined policies and standards to manage patient pathways, with reference to MKUHs Patient Access Policy.
Working in a call centre environment to respond to patient, GP, and other queries, ensuring that general data protection rules are adhered to, and excellent customer service provided.
Monitoring patient waiting lists to ensure patients are secured an outpatient appointment within designated appropriate timeframes. Escalating issues appropriately to senior managers.
Central Booking Office
Ensure patients are scheduled according to national and locally defined policy, inclusive of Referral to Treatment and the Patient Access Policy.
Respond to patient and other telephone calls, within designated set parameters. Ensuring calls are managed professionally and patients are kept fully informed.
Please refer to the Job Description for further details
Person Specification
Qualifications & knowledge
Essential
- Good general education including English at GCSE (Grade C or above) or equivalent
- Good standard of spoken English
- Strong IT skills in relation to Microsoft packages including word/excel and Microsoft to NVQ level 3 or RSA III or equivalent experience
- Working in a busy environment dealing with peaks of high workload
- Understanding of confidentiality in the workplace
Desirable
- Knowledge of Waiting list procedures
- Knowledge and understanding of medical terminology
- Knowledge of NHS Administration systems
- Knowledge of Data protection Act 1998
- Working knowledge of the local Patient Access Policy
- Understanding of NHS plan and waiting targets
Experience
Essential
- Customer care work experience or previous clerical experience in a healthcare environment
- Ability to accurately and efficiently input and retrieve information on a computerised system whilst adhering to complex local and national policies and guidelines
- Experience of handling inbound and outbound telephone calls of a potentially sensitive nature whilst recording information accurately into multiple electronic data systems.
- Experience of working in a team.
Skills
Essential
- Excellent word processing skills / computer skills
- Evidence of working under pressure to tight deadlines and dealing with difficult situations e.g. patients, public and visitors.
- Good administrative skills
- Strong organisational skills with ability to prioritise
- Good attention to detail
- Ability to make decisions using own initiative
Personal & people development
Essential
- Willingness to undertake training sessions to develop self and improve service provided to patients
Communication
Essential
- Effective verbal and written communication skills
- Good customer service skills
Person Specification
Qualifications & knowledge
Essential
- Good general education including English at GCSE (Grade C or above) or equivalent
- Good standard of spoken English
- Strong IT skills in relation to Microsoft packages including word/excel and Microsoft to NVQ level 3 or RSA III or equivalent experience
- Working in a busy environment dealing with peaks of high workload
- Understanding of confidentiality in the workplace
Desirable
- Knowledge of Waiting list procedures
- Knowledge and understanding of medical terminology
- Knowledge of NHS Administration systems
- Knowledge of Data protection Act 1998
- Working knowledge of the local Patient Access Policy
- Understanding of NHS plan and waiting targets
Experience
Essential
- Customer care work experience or previous clerical experience in a healthcare environment
- Ability to accurately and efficiently input and retrieve information on a computerised system whilst adhering to complex local and national policies and guidelines
- Experience of handling inbound and outbound telephone calls of a potentially sensitive nature whilst recording information accurately into multiple electronic data systems.
- Experience of working in a team.
Skills
Essential
- Excellent word processing skills / computer skills
- Evidence of working under pressure to tight deadlines and dealing with difficult situations e.g. patients, public and visitors.
- Good administrative skills
- Strong organisational skills with ability to prioritise
- Good attention to detail
- Ability to make decisions using own initiative
Personal & people development
Essential
- Willingness to undertake training sessions to develop self and improve service provided to patients
Communication
Essential
- Effective verbal and written communication skills
- Good customer service skills
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.
