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Outpatient Booking Officer

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Frimley Health NHS Foundation Trust

1mo ago

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

AI generated summary

  • You need GCSEs in English and Maths, ECDL, NVQ Level 3 in Administration, hospital experience, customer care skills, and knowledge of NHS referral and treatment policies.
  • You will arrange, reschedule, and cancel patient appointments, liaise with clinical teams, and attend MDTs as needed, ensuring efficient scheduling and communication.

Requirements

  • GCSE English and Maths pass or equivalent
  • ECDL or equivalent
  • NVQ Level 3 Administration or equivalent practical knowledge
  • Experience of working in a hospital or busy office environment.
  • Significant experience in difficult patient situations.
  • Customer care experience
  • Call centre experience
  • Previous booking 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
  • Knowledge of current NHS issues relating to the Referral To Treatment targets waiting lists and the Trust Access Policy
  • Knowledge of medical terminology

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 is the main responsibility of the Outpatient Booking Officer?

The main responsibility is to book outpatient appointments for various specialties at Frimley Park Hospital and to assist with the implementation and ongoing monitoring of appointment systems.

What qualifications are required for this role?

Essential qualifications include a GCSE pass in English and Maths or equivalent, and ECDL or equivalent. A desirable qualification is NVQ Level 3 Administration or equivalent practical knowledge.

What kind of experience is needed for this position?

Essential experience includes working in a hospital or busy office environment, significant experience in difficult patient situations, and customer care experience. Desirable experiences include call centre experience and previous booking experience.

What skills are necessary for the Outpatient Booking Officer role?

Essential skills include good verbal and written communication, excellent customer service, exceptional interpersonal skills, the ability to multi-task, and logical thinking. Desirable skills include knowledge of NHS issues, referral targets, and medical terminology.

Is there a focus on customer service in this role?

Yes, the role requires very high customer service skills for patients and both internal and external staff.

Will the Outpatient Booking Officer have to work with various clinical specialties?

Yes, the post holder will liaise with clinical administration, consultants from multiple specialties, and clinical nurse specialists.

Does Frimley Health NHS Foundation Trust promote a healthy work-life balance?

Yes, Frimley Health NHS Foundation Trust places a strong emphasis on promoting a healthy work-life balance for its employees.

Are there opportunities for professional development?

Yes, there are first-class development opportunities available for all staff, including various training programs.

Does the Trust support flexible working arrangements?

Yes, the Trust encourages applications from individuals who wish to work on a flexible basis, accommodating a range of working patterns and hours.

What are the Trust’s values?

The Trust's values are Committed to Excellence, Working Together, Facing the Future, and being a modern, compassionate Healthcare Organisation.

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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.