Outpatient Booking Officer inFrimley inFrimley PUBLISHED 25 AUG 2024

Job Overview


The post holder will be responsible for booking outpatient appointments over the Trust sites. They will have an active role in the implementation, as well as ongoing monitoring of both new and existing appointments systems.

The post holder will assist with meeting Trust targets. The post holder will be required to offer very high customer service skills for patients and both internal and external staff.

Main duties of the job

The post holder will be responsible for booking outpatient appointments over the Trust sites. They will have an active role in the implementation, as well as ongoing monitoring of both new and existing appointments systems. The post holder will assist with meeting Trust targets.

The post holder will be required to offer very high customer service skills for patients and both internal and

external staff.

Working for our organisation

Frimley Health NHS Foundation Trust provides NHS hospital services for around 900,000 people across Berkshire, Hampshire, Surrey and south Buckinghamshire.

As well as delivering excellent general hospital services to local people, we provide specialist heart attack, vascular, stroke, spinal, cystic fibrosis and plastic surgery services across a much wider area.

We have three main hospitals - Frimley Park in Frimley near Camberley, Heatherwood in Ascot and Wexham Park near Slough.

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, visitors, service users and each other, Committed to Excellence, Working Together and Facing the Future.

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.


Detailed Job Description And Main Responsibilities


For a full list of responsibilities and tasks associated with this role, please refer to the job description/person specification attached to this vacancy.

Person specification


Qualifications


Essential criteria

• GCSE English and Maths pass or equivalent
• ECDL or equivalent
  
  

Desirable criteria

• NVQ Level 2 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

• Call Centre experience
• NHS Experience
  
  

Skills & Knowledge

Essential criteria

• Good communication skills both verbal and in writing
• Demonstrate attention to detail and accuracy when completing tasks
• Flexible and balanced approach to work
• Ability to work under pressure
• Ability to work using own initiative
• Excellent customer service skills and evidence of dealing with telephones and meeting targets
• Exceptional interpersonal skills
• Empathetic problem solving kills
• Time Management skills
• Multi-tasking skills
• Ability to communicate appropriately and professionality to patients and staff at different levels
• Ability to act on own initiative, assessing problems and queries and understanding which can be resolved and which must be passed on
• Ability to prioritise workload
  
  

Desirable criteria

• Good knowledge of NHS targets
• 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
  
  

Special Requirements

Essential criteria

• Behave in an ethical and professional manner
• An awareness of the importance of the role to patient care
• Flexible, adaptable and ability to manage change
• Willingness and ability to comply with the Trust’s Corporate Image Policy
• Good understanding of patient confidentiality
  
  

Frimley Health NHS Foundation Trust (FHFT) has an outstanding reputation and a proud record of achievement. As a well performing, well led and ambitious Foundation Trust, we have exciting times ahead of us. We have an ongoing commitment to improving the health and care services for the 900,000 people we serve across Berkshire, Hampshire, Surrey and south Buckinghamshire.

We are proud of the ambitions laid out in our strategy, Our Future FHFT, including our vision to be a leader in health & wellbeing, delivering excellence for our communities.

We continue to invest in our services and facilities, including a £10 million upgrade to the hospital maternity unit as well as £49m major new Emergency Assessment Centre on our Wexham Park site. The opening of a brand new £100m state of the art hospital which replaced the existing hospital facility at Heatherwood and are planning to invest further in diagnostics and inpatient capacity at Frimley Park.

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 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, visitors, service users and each other, Committed to Excellence, Working Together and Facing the Future .

Apply online now