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Outpatient Booking Officer

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Frimley Health NHS Foundation Trust

3d ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    Healthcare
  • Reading

AI generated summary

  • You need GCSEs in English and Maths, ECDL or equivalent, hospital office experience, customer care skills, good communication, multitasking ability, and problem-solving skills.
  • You will arrange, reschedule, and cancel patient appointments, manage waiting lists, liaise with clinical teams, and attend MDTs as needed.

Requirements

  • GCSE English and Maths pass or equivalent
  • ECDL or equivalent
  • Experience of working in a hospital or busy office environment.
  • Significant experience in difficult patient situations.
  • Customer care experience
  • Good communication skills both verbal and in writing
  • Excellent customer service skills and evidence of dealing with telephones and meeting targets
  • Exceptional interpersonal skills
  • Ability to multi task
  • Ability to escalate any issues as necessary
  • Logical thinker, able to reason, analyse situations effectively and deal with a multitude of queries

Responsibilities

  • Arranging appointments over the telephone with patients
  • Booking patient appointments from waiting lists
  • Rescheduling and cancelling appointments at short notice, when required
  • Liaising with clinical admin, consultants from multiple specialties and CNS teams
  • Attending MDT's as and when required

FAQs

What are the main responsibilities of the Outpatient Booking Officer?

The main responsibilities include arranging and booking outpatient appointments, rescheduling and cancelling appointments as needed, liaising with clinical staff and admin, and attending MDTs as required.

What qualifications are essential for this position?

Essential qualifications include passing GCSE English and Maths or equivalent, and having ECDL or equivalent certification.

Is previous experience in a hospital environment required?

Yes, significant experience of working in a hospital or busy office environment is essential, along with experience in difficult patient situations and customer care.

Are there any desirable qualifications for this role?

Yes, a desirable qualification would be NVQ Level 3 Administration or equivalent practical knowledge.

What skills are required for the Outpatient Booking Officer role?

Required skills include good verbal and written communication, excellent customer service, exceptional interpersonal skills, ability to multi-task, and logical thinking for resolving queries.

Do I need to have knowledge of NHS issues for this position?

While not mandatory, knowledge of current NHS issues related to Referral To Treatment targets, waiting lists, and Trust Access Policy is considered desirable.

What is the work-life balance like at Frimley Health NHS Foundation Trust?

Frimley Health NHS Foundation Trust promotes a healthy work-life balance and encourages flexible working arrangements to meet the needs of both staff and the service.

Are there opportunities for professional development?

Yes, Frimley Health NHS Foundation Trust offers first-class development opportunities, including training in professional, management, leadership, and clinical skills.

What should I do if I have questions about the application process?

You can refer to the job description/person specification attached to the vacancy for further information, or you may contact the HR department for any specific questions about the application process.

Is there a focus on sustainability in the Trust's operations?

Yes, Frimley Health NHS Foundation Trust is committed to sustainability and is implementing environmentally responsible practices in its operations and new developments.

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Frimley Health NHS Foundation Trust

Our vision is to be a leader in health and wellbeing, delivering exceptional services for our communities.

Science & Healthcare
Industry
10,001+
Employees
2014
Founded Year

Mission & Purpose

Frimley Health NHS Foundation Trust (FHFT) has an outstanding reputation and a proud record of achievement. As well as a performing, well led and ambitious Foundation Trust, we have exciting times ahead of us. The Trust’s vision is to lead in delivering exceptional health and well being services to our communities. Turning our vision into reality, we are continuing to make significant invest in our infrastructure and facilities, striving for excellence and empowering our people to deliver excellence. Providing a supportive, dynamic MDT working environment, allowing our teams to deliver high quality patient care and achieving work life balance, whilst encouraging continuous professional development. We are proud of the ambitions laid out in our strategy, Our Future FHFT, including our vision to be a leader in Health & Wellbeing, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. Services are delivered from three main hospital sites: Frimley Park Hospital (Camberley) Heatherwood Hospital (Ascot) Wexham Park Hospital (Slough) Additionally, the Trust delivers outpatient and diagnostic services from Aldershot, Farnham, Fleet, Windsor, Maidenhead and Bracknell bringing a range of services closer to these communities. We are also proud to host the Defence Medical Group South East at Frimley Park with military surgical, medical and nursing personnel working alongside the hospital's NHS staff providing care to patients in all specialties. We have also made significant investment in our quality improvement and digital programmes to support our vision and we will ensure that we achieve our aim of providing the highest quality healthcare to our patients. Our new EPR – Epic – went live in June 2022 and we are already beginning to reap the benefits of this ambitious investment. Our three core values, and the behaviours that support them, guide everything we do and set out what we expect of our staff in the way they treat patients.