Outpatient Booking OfficerinCamberleyinCamberleyPUBLISHED SUN 16 MAR 2025

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.

Previous applicants need not apply

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 respond in a timely fashion to all administrative duties within the team
• 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 adhere to the Trust Access Policy when patients do not keep appointments or wish to delay appointments or treatment
• To liaise with the team leader to provide a high quality empathetic service and highlight any problems, working together as a customer focused team to solve issues that may arise
• To adhere to the Trust values of being committed to excellence, working together and facing the future Follow all Trust and local policies and procedures at all times
• To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formal
  
  

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

Please see attached job description for all key and main responsibilities for this position which is detailed in depth

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
• 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 skills
• Time management skills
• Multi-tasking skills
• Accurate and methodical
• Logical thinker, able to reason, analyse situations effectively and deal with a multitude of queries
• Persuasive/negotiating skills
• Ability to escalate any issues as necessary
• Ability to communicate appropriately and professionality to patients and staff at different levels
• Ability to act on own initiative,
• Ability to prioritise workload
• 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
• Assessing problems and queries and understanding which can be resolved and which must be passed on.
  
  

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.
  
  

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 h