Outpatient booking co-ordinator

CompanyThe Robert Jones and Agnes Hunt Orthopaedic Hospital NHS Foundation Trust

LocationWest Midlands, England, United Kingdom

Posted At3/10/2026

UK Visa Sponsorship Analytics

Occupation Type

Records clerks and assistants

Occupation Code Skill LevelIneligible

Sponsorship EligibilityIneligible for Sponsorship

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Description

Job Summary

We are seeking to recruit a Outpatient Booking Co-ordinator to join the busy outpatient section of the MSK booking team. Applicants also wishing to work a part-time 26.25 role are also welcome to apply.

The Outpatient Booking Co-ordinator will manage and co-ordinate the outpatient pathway from the acceptance of the referral, through to the outpatient appointment. To ensure appointments are booked according to the Consultants protocols, booking policies and procedures. Contributing to the overall efficient and effective running of all designated clinics.

Under current Home Office Immigration Rules, this role does not meet the UK Visas and Immigration criteria and the position is not therefore eligible for skilled worker sponsorship. Applications from candidates that require skilled worker sponsorship will NOT be shortlisted.

Main duties of the job

The appointed candidate will maintain a clear and robust outpatient waiting list, monitoring clinic capacity to treat all patients on the outpatient waiting list, working closely with the Outpatient Team Leader and Administrative Service Manager.

They will deal with enquiries from Outpatient staff, referring Practitioners, Patients and other Health Service Organisations, providing an essential support service in relation to Outpatient Services.

About Us

The Robert Jones and Agnes Hunt Orthopaedic NHS Trust (RJAH)is one of the leading orthopaedic hospitals in the country, with some of the highest levels of staff and patient satisfaction, as well as a strong reputation for research and innovation.

In the National Staff Survey, 74% of our staff would recommend the Trust as a place to work and 92% would recommend the hospital to a friend or relative for treatment.

Joining RJAH is more than just a job - we want our people to have the best opportunities to thrive in their role.We have a range of fantastic staff benefits on offer to everyone who joins RJAH and you'll have access to outstanding professional development opportunities and state-of-the-art facilities - including our recently-opened £6 million Headley Court Veterans' Orthopaedic Centre (the first unit of its kind in the UK).RJAH has strong links with a range of universities including Staffordshire, Keele, Glyndwr, Chester and Birmingham.The hospital is located on a site outside Oswestry in Oswestry, just off the A5. The nearest train station is in Gobowen, approximately two miles from the hospital. The station is part of the Chester to Birmingham line.We are based in North Shropshire, close to the border with North and Mid Wales. It is one of the most attractive parts of the country, with a rich historic culture and excellent transport links. It offers outstanding opportunities for anyone who enjoys an outdoor lifestyle or is looking to raise a family.

Details

Date posted

26 February 2026

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,937 to £26,598 a year per annum pro rata

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

224-PA20260203402

Job locations

Robert Jones and Agnes Hunt Orthopaedic Hospital

Gobowen

SY10 7AG

Job Description

Job responsibilities

Assigned to specific Consultant Surgeons but there is an expectation that staff will provide support and cover during periods of leave for colleagues, including other departments.
Add patients to the outpatient waiting list from referral, ensuring all information is entered on to the Lorenzo system and where necessary request images. Recognising any Red Flag symptoms and escalating these to consultants.
Once trained, individuals to maintain a high knowledge of Lorenzo, E-referral service, Image Exchange System, Electronic Patient Record, Spinal Portal, Bookwise, Internal Patient Waiting Lists, Synapse
Communicate with patients to agree a date of appointment according to the relevant waiting times as designated by the appointment type and other factors, providing general advice around their appointment and the location of the Trust and sending out relevant paperwork. Ensuring the relevant appointment is made in due time to ensure any further treatment that may be necessary has enough time to be received.
To highlight any referrals that require urgent attention and deal with them promptly; this may involve discussions with the medical/divisional teams directly to arrange where the patient needs to be booked
To monitor daily the Patient Tracking Lists (PTL) for the designated specialties by tracking, booking and closing patients episodes and pathways where appropriate, ensuring that all new patients are booked according to current waiting times targets and the PTL is complete by the monthly/weekly deadline

To be responsible for authorised over booking where appropriate, ensuing priority of patients is considered through reviewing several databases and consideration a range of options, such as diagnostics, new and old patients and patients in trouble, seeking assistance from the Outpatient Team Leader or Administrative Service Manager when needed.

Support patients in trouble by escalating concerns to Consultant colleagues and the safeguarding team as necessary.

Ensure all relevant documentation is scanned onto EPR and filed as appropriate.

Liaise with Team Leader regularly to receive updates on waiting times and discuss and make recommendations to improve waiting list management.

Provide a daily report on the status of the outpatient waiting list for consultants to whom you are assigned.

Ensure that patients receive all the relevant documentation pertaining to their appointment.

Plan and liaise with consultants regarding appointments to enable prioritisation of work.

Whilst arranging appointment dates use knowledge of clinic capacity.

To constantly work adhering to the Access Policy, keeping abreast of changes as communicated by Senior Staff.

Ensuring Choose and Book appointments are booked correctly, where not, ensuring the appointment is rescheduled appropriately and the patient is informed.

Re-arrange or cancel full clinics as directed by the operational team (with and without consultant consultation) where appropriate, ensuring full utilisation of remaining clinics.

Re-arrange or cancel clinic appointments as requested by the patient (with and without consultant consultation) where appropriate, ensuring full utilisation of remaining clinics.

Provide detailed information for clinicians regarding their waiting lists.

Provide a high level of customer care by exchanging information with patients and staff regarding outpatient processes and procedures, such as discussions around individual needs, such as adjustments for patient appointments.

Liaise with the Head of Patient Access and Administrative Services Managers to ensure all clinics are utilised and planned efficiently. Notify Consultants of any factors they may need to know resulting in their clinic being affected.

To deal with queries from patients, Secretaries, medical and nursing staff in a diplomatic and sympathetic manner, both on the phone and face to face.

Ensure all clinic appointments reach outcome correctly from either the clinical outcome form or once the clinic dictation is typed.

Communicate with the discharge team to ensure follow-up appointments are booked at a requested point of time, balancing needs and requirements such clinic capacity and Consultant availability.

Escalate appropriate issues to Consultants, operational Management, Team Leader &/or Administrative Service Manager.

Regularly deal with queries from anxious patients or relatives (gaining appropriate confirmation of patient's permission do so) when giving difficult messages such as delays to appointments which can often be met with high emotion, then requiring staff to utilise empathy and direct as appropriate.

Deal with Outpatient teams inboxes daily along with personal email, responding in a prompt and correct manner.

Participate in providing training within the Department, making sure the individual training matrix is up to date.

Maintain Lorenzo details and update patient details.

Liaise with the Outpatient Resource Team: changes, bookings, cancellations. This is to ensure that resources can be appropriately reallocated as necessary.

Liaise with other Hospitals to ensure notes and x-rays are forwarded for patients attending clinic.

Participate in maintaining physical waiting list filing and general healthcare record filing system.

Provide support to the Head of Patient Access Administrative Services Manager, and Team Leader.

To participate in general administration duties such as the answer phone, cancellation email, post, date stamping, photocopying, scanning and any other technology that may be introduced to support the Trusts systems and processes

To contribute to the ongoing service improvement plans and policies for Outpatients, being open to changes to current practices and offering input into meetings/workshops as required.

Participate in mandatory training and induction programmes as well as staff appraisal and objective setting

Expected to concentrate for long periods of time (up to 2 hours), undertaking outcomes and analysis of the Patient Target List.

Individuals can expect frequent interruptions from patients calling the department and also colleagues requiring urgent support.

There will be occasional exposure to verbal aggression whilst communicating unwelcomed news which can be challenging, such as delays to appointments.

Ensure all communications and data storage is filed and stored in line with Trust policies and procedures and GDPR.

Job Description

Job responsibilities

Assigned to specific Consultant Surgeons but there is an expectation that staff will provide support and cover during periods of leave for colleagues, including other departments.
Add patients to the outpatient waiting list from referral, ensuring all information is entered on to the Lorenzo system and where necessary request images. Recognising any Red Flag symptoms and escalating these to consultants.
Once trained, individuals to maintain a high knowledge of Lorenzo, E-referral service, Image Exchange System, Electronic Patient Record, Spinal Portal, Bookwise, Internal Patient Waiting Lists, Synapse
Communicate with patients to agree a date of appointment according to the relevant waiting times as designated by the appointment type and other factors, providing general advice around their appointment and the location of the Trust and sending out relevant paperwork. Ensuring the relevant appointment is made in due time to ensure any further treatment that may be necessary has enough time to be received.

To highlight any referrals that require urgent attention and deal with them promptly; this may involve discussions with the medical/divisional teams directly to arrange where the patient needs to be booked

To monitor daily the Patient Tracking Lists (PTL) for the designated specialties by tracking, booking and closing patients episodes and pathways where appropriate, ensuring that all new patients are booked according to current waiting times targets and the PTL is complete by the monthly/weekly deadline