Appointments Coordination Officer

4 weeks ago


Swindon, Swindon, United Kingdom Great Western Hospitals NHS Foundation Trust Full time

Job Overview

Full-time Position - Fixed Term - 6 Months

Previous applicants need not apply.

We are seeking a dedicated Booking and Administration colleague to become a vital part of our newly established patient validation team.

In this role, you will provide essential administrative and clerical support to our bookings team, managing both incoming and outgoing communications related to waitlist management.

The ideal candidate will possess outstanding communication, organizational, and interpersonal abilities. You should be proficient in keyboard skills, thrive in a dynamic environment, and be comfortable working independently with minimal supervision as well as collaboratively within a team.

Comprehensive training will be provided.

Please be aware that this position requires flexibility, and you may be asked to work evenings and weekends with prior notice. We encourage you to discuss any existing commitments with the relevant contact prior to applying.

Key Responsibilities

1. Provide telephone coverage for all incoming calls related to patient appointments, following the daily departmental schedule.

2. Utilize waiting lists and tracking reports to schedule new and follow-up outpatient appointments, ensuring that all clinic correspondence is dispatched promptly.

3. Coordinate outpatient appointments with patients, offering them a selection of dates and times while adhering to clinical team requirements and departmental policies.

4. Deliver exceptional customer service by acting as the primary point of contact for inquiries from patients, staff, and external agencies.

5. Accurately interpret appointment requests using clinical information and booking guidelines to ensure correct scheduling.

About Our Organization

Our core values - Service, Teamwork, Ambition, and Respect - guide our mission to provide exceptional services to our community. We aim to empower individuals to lead independent and healthier lives, whether at home, in the community, or within our facilities.

Additional Responsibilities

6. Ensure all appointment requests are logged in the patient administration system and booked within 24 hours whenever possible.

7. Accurately enter all referral to treatment (RTT) data into the patient administration system, following established guidelines.

8. Manage multiple appointments, ensuring timely communication with patients regarding their schedules.

9. Contact patients to finalize appointments and inform them of any last-minute changes.

10. Coordinate necessary resources for various clinic appointments, ensuring availability at the time of booking.

For a comprehensive list of duties, please refer to the attached job description.

Person Specification

Qualifications

Essential

GCSEs or equivalent, including Mathematics and English NVQ Level 3 or equivalent experience in a relevant field Willingness to undergo NHS-specific IT training

Desirable

ECDL qualification or formal IT training Familiarity with internet and intranet usage

Experience

Essential

Proven administrative experience in a customer-focused environment. Frontline customer service experience.

Desirable

Experience in healthcare appointment scheduling. Familiarity with outpatient department operations. Understanding of NHS organizational structure.

Skills

Essential

Ability to prioritize tasks and work independently. Initiative to handle non-routine inquiries. Proficiency in Microsoft Excel and Word, including accurate typing. Ability to analyze data and generate relevant documentation. Capacity to remain calm and helpful in a fast-paced environment.

Desirable

Skills in creating and utilizing reports across various Microsoft Office applications.

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