Outpatient Appointment Coordinator in London inLondon PUBLISHED TUE 11 NOV 2025 Jump to job information section

Job summary
The post holder will work within a team supporting the outpatient appointment booking operations in the Trust. They will liaise directly with patients, referral centre teams, managers, GPs and other multidisciplinary teams to ensure that the performance targets for outpatients (waiting lists, waiting times, clinic capacity and appointments) are met and monitored. The post holder will be expected to rotate on a regular basis between telephony and administrative duties.

Main duties of the job
Responsible for ensuring that outpatient waiting times across the specialities are constantly monitored in line with performance targets Answer calls from patients and deal with their queries, requests for changes to their appointments and booking follow up appointments.To make appointments in the appropriate clinics using Epic and the NHS National Booking System (ERS) in line with 18 Week Referral to Treatment Pathway and the 'Two Week Rule' for cancer referrals.Responsible for recognising potential future breaches to waiting times targets ensuring this is brought to the appropriate management contact within the team and/or DivisionResponsible for advising the Team Leader/s and Assistant Service Manager of capacity issues that might negatively impact on patient appointment processesResponsible for ensuring departmental procedures for the processing of patient information are dealt with in line with the confidentiality code of practiceResponsible for ensuring that all referrals and appointment requests are processed in line with departmental and Trust wide procedures

About us
King's College Hospital NHS Foundation Trust is one of the UK's largest and busiest teaching Trusts with a turnover of c£1.8 billion, 1.5 million patient contacts a year and more than 15,000 staff based across South East London. The Trust provides a full range of local and specialist services across its five sites. The trust-wide strategy of Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we aim to take Team King's to another level.We are at a pivotal point in our history and we require individuals who are ready to join a highly professional team and make a real, lasting difference to our patients and our people.King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus. Everyone's contribution is required in order to meet the goals set out in our Green Plan and we encourage all staff to work responsibly, minimising their contributions to the Trust's carbon emissions, waste and pollution wherever possible.

Details

Date posted
11 November 2025

Pay scheme
Agenda for changeBandBand 3

Salary
£30,546 to £32,2a year Per Annum incl HCA

Contract
Fixed termDuration12 months

Working pattern
Full-time

Reference number
213-DivisionB-7545270

Job location
sKing's College HospitalDenmark HIllLondonSE5 9RS

Job description

Job responsibilities
Main Duties and ResponsibilitiesService DeliveryResponsible for ensuring that outpatient waiting times across the specialities are constantly monitored in line with performance targets Answer calls from patients and deal with their queries, requests for changes to their appointments and booking follow up appointments.To make appointments in the appropriate clinics using Epic and the NHS National Booking System (ERS) in line with 18 Week Referral to Treatment Pathway and the Two Week Rule for cancer referrals.Responsible for recognising potential future breaches to waiting times targets ensuring this is brought to the appropriate management contact within the team and/or DivisionResponsible for advising the Team Leader/s and Assistant Service Manager of capacity issues that might negatively impact on patient appointment processesResponsible for ensuring departmental procedures for the processing of patient information are dealt with in line with the confidentiality code of practiceResponsible for ensuring that all referrals and appointment requests are processed in line with departmental and Trust wide proceduresResponsible for the amendment and cancellation of all appointments types (new and follow ups) Responsibility for maintaining a direct booking system, by agreeing dates either with patients and/or GPs;Data QualityTo deal effectively with GP/Consultant queries regarding patient appointments and

Details
for all Trust wide clinicsEnsure that any relevant information is communicated to patients and internal service users as appropriate To scan all referrals entering the Trust and ensure that standards related to the capturing of minimal data set is metTo ensure that when requested, diagnostic tests are booked by the clinical specialty and an appropriate outpatient appointment is made (following negotiation with patient) to ensure results are available in clinicTo ensure that where necessary, interpreters are also booked in advance of the appointment dateService and Data Quality Ensure that all patient data set is recorded and amended in line with Trust Policy To actively support the reduction in duplicate patient master index entries by reporting potential duplicates to the appropriate team Support the improvement in data quality and NHS number completeness in line with Trust targetsTo ensure the telephone is answered within the agreed time in line with the team call script Process referral documentation in line with Trust and National TargetsSupport the management team in implementing new outpatient information technology systemsCustomer ServiceTo answer the telephone to all callers in a courteous and pleasant manner at all times on behalf of the Trust Ensure that targets set by the management team for telephone call processing are met and maintained Ensure that a customer focused approach is maintained at all times when dealing with callers and visitors to the service.TeamworkTo work as part of a team to ensure that both the team and individual performance targets are met and maintained Work across allocated areas of responsibility to ensure that targets are met and maintained Practice a flexible approach to working methods to ensure that team targets are met and maintained List the primary job duties and responsibilities using sub-headings.GeneralThe post holder has a general duty of care for their own health, safety and wellbeing and that of work colleagues, visitors and patients within the hospital, in addition to any specific risk management or clinical governance accountabilities associated with this post.To observe the rules, policies, procedures and standards of King's College Hospital NHS Foundation Trust together with all relevant statutory and professional obligations.We want to be an organisation where everyone shares a commitment to delivering the very best care and feels like their contribution is valuable and valued.At Kings we are a kind, respectful team:Kind. We show compassion and understanding and bring a positive attitude to our workRespectful. We promote equality, are inclusive and honest, speaking up when neededTeam. We support each other, communicate openly, and are reassuringly professionalTo observe and maintain strict confidentiality of personal information relating to patients and staff.To be responsible, with management support, for their own personal development and to actively contribute to the development of colleagues.This

Job description
is intended as a guide to the general scope of duties and is not intended to be definitive or restrictive. It is expected that some of the duties will change over time and this description will be subject to review in consultation with the post holder.All employees must hold an 'nhs.net' email account which will be the Trust's formal route for email communication.Everyone is responsible for promoting inclusion no matter their role or team. At Kings, we want to create an environment where everyone feels valued, respected and welcomedSafe GuardingThe Trust takes the issues of Safeguarding Children, Adults and

Address
ing Domestic Abuse very seriously. All employees have a responsibilityto support the organisation in our duties by;attending mandatory training on safeguarding children and adultsfamiliarising themselves with the Trust's processes for reporting concernsreportingany safeguarding child or adult concerns appropriatelyInfection Control StatementThe post holder has an important responsibility for and contribution to infection control and must be familiar with the infection control and hygiene procedures and requirements when in clinical areas.The post holder has an important responsibility for and contribution to make to infection control and must be familiar with the infection control and hygiene requirements of this role.These requirements are set out in the National Code of Practice on Infection Control and in local policies and procedures which will be made clear during your induction and subsequent refresher training. These standards must be strictly complied with at all times.

Job description

Person Specification

Experience
and SkillsEssentialAbility to input and retrieve complex information on a computerised systemExcellent written and verbal communication skills with a professional and courteous mannerExcellent telephone manner

Experience
of dealing with the publicDesirableAn understanding of National targets / initiatives

Experience
of using Epic or similar appointment systemsEducation & QualificationEssentialNVQ Level 2 or equivalent

Experience
in customer care / serviceECDL or equivalent

Experience
DesirableCommitment to undertaking further course of study in customer care

Person Specification

Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.Certificate of SponsorshipApplications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit theUK Visas and Immigration website (Opens in a new tab).From 6 April 2, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement.Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).Additional information

Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.Certificate of SponsorshipApplications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit theUK Visas and Immigration website (Opens in a new tab).From 6 April 2, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement.Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).Employer

Details