Outpatient Booking Officer

Job Overview

This is a 12-month fixed-term, full-time position (37.5 hours per week), working Monday to Friday, 9:00am–5:00pm, offering an exciting opportunity to join a busy and dynamic healthcare environment.

We are seeking an organised, adaptable, and motivated individual who is committed to delivering high-quality administrative support. The post holder will play a key role in coordinating and booking outpatient appointments across the Trust’s sites, helping to ensure a smooth, efficient, and patient-focused service for both clinical teams and service users.

Working collaboratively with multiple departments, the role will support the implementation, maintenance, and development of both new and existing appointment systems, contributing to continuous service improvement and operational efficiency.

A key aspect of the position is supporting the Trust to meet outpatient performance targets. The successful candidate will monitor booking processes and data accuracy, identify opportunities for improvement, and ensure compliance with Trust policies and NHS standards.

Excellent customer service is essential. As a first point of contact for patients, carers, and staff, the post holder will demonstrate outstanding communication, empathy, and problem-solving skills. They will handle enquiries professionally and sensitively, provide clear and accurate information, and uphold strict standards of patient confidentiality at all times.

Main duties of the job

• To ensure all phone calls are dealt with in a professional and timely manner adhering to the local targets set by the department and Trust.

To ensure all patients and visitors are treated with dignity, respect and empathy at all times.

To deal with patients in a polite and respectful manner complying with their requests where possible.

To support the Trust in delivering NHS targets.

To respond in a timely fashion to all administrative duties within the team.

To support the implementation of all new IT and patient administration systems.

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.

Working for our organisation

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.

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Detailed Job Description And Main Responsibilities

For further information regarding the detailed job description and main responsibilities, please refer to the attached job description and person specification documents.

Person specification

Qualifications

Essential criteria

• GCSE English and Maths pass or equivalent
• ECDL or equivalent
• NVQ Level 3 Administration or equivalent practical knowledge
  
  

Experience

Essential criteria

• Experience of working in a hospital or busy office environment
• Significant experience in difficult patient situations.
• Customer care experience
  
  

Desirable criteria

• NHS experience
• Call centre experience
  
  

Skills & Knowledge

Essential criteria

• Good communication skills both verbal and in writing
• Demonstrate attention to detail and accuracy when completing tasks
• Excellent customer service skills and evidence of dealing with telephones and meeting targets
• Time management skills
• Logical thinker, able to reason, analyse situations effectively and deal with a multitude of queries

Ability to communicate appropriately and professionality to patients and staff at different levels

Desirable criteria

• Knowledge of clinical and surgical procedures
• Knowledge of medical terminology
• Knowledge of current NHS issues relating to the Referral To Treatment targets waiting lists and the Trust Access Policy.
  
  

Frimley Health NHS Foundation Trust (FHFT) is proud of its strong reputation, record of achievement and ambition for the future. We serve a population of over 900,000 people across Berkshire, Hampshire, Surrey and South Buckinghamshire, and remain committed to improving the health and wellbeing of our communities.

Our new organisational strategy – FHFT 2030 – sets out our ambition to be the best place to receive care and the best place to work in the NHS. Underpinned by our Trust values – Committed to Excellence, Working Together, Facing the Future, and being a modern, compassionate, Healthcare Organisation – we are creating a culture where our people can thrive and patients always come first.

We continue to invest heavily in our services and facilities. This includes the development of a new hospital at Frimley Park, major expansion of diagnostics and inpatient capacity, and the continued transformation of services across our sites. We have already delivered a brand-new £100m state-of-the-art Heatherwood Hospital, a £49m Emergency Assessment Centre at Wexham Park, and a £10m upgrade to maternity services.

We are also committed to sustainability and the NHS Net Zero ambition. Our new hospital and estate developments are being designed to be environmentally responsible, energy efficient, and future-proofed, featuring on-site renewables energy and intelligent energy systems. Through our green plan, we are embedding sustainable practices across all areas of care and operations, ensuring we reduce our environmental impact while improving population health and wellbeing. Our staff are key to helps us deliver on our ambition and to ensure sustainability is a core component of care delivery and our operations.

Alongside estates’ investments, we are embedding a strong focus on digital innovation and quality improvement. Our electronic patient record (Epic), launched in 2024, is already enabling safer, more connected, and more effective care for patients, while giving staff the tools they need to do their best work. Our electronic patient record also supports safe and effective digitised care pathways, savings time and carbon, whilst delivering excellent quality of care.

Everything we do is guided by our values, shaping how we care for patients, support colleagues, and build a sustainable future for healthcare together.

Apply online now