Outpatient Booking Officer

Main area Obs & Gynaecology Grade Band 3 Contract Fixed term: 12 months (Mon - Fri 9:00 - 17:00) Hours Full time - 37.5 hours per week (Mon - Fri) Job ref 151-JLM566 Employer Frimley Health NHS Foundation Trust Employer type NHS Site Frimley Park Hospital Town Frimley Salary £26,240 - £27,928 per annum incl HCAS Salary period Yearly Closing 18/12/2025 23:59 Band 3 Job overview We have an excellent opportunity for someone who is organised, adaptable, and committed to delivering high-quality administrative support within a busy and dynamic healthcare environment. The post holder will play a key role in coordinating and booking outpatient appointments across the Trust’s sites, ensuring a smooth and efficient service for patients and clinical teams. This role involves working closely with multiple departments to implement and maintain both new and existing appointment systems, contributing to ongoing service improvements and operational efficiency. A crucial aspect of the position is supporting the Trust in meeting key performance targets related to outpatient services. The post holder will be expected to monitor booking processes and data accuracy, helping to identify areas for development and ensure compliance with Trust policies and NHS standards. Exceptional customer service is essential. The successful candidate will be the first point of contact for patients, carers, and staff, requiring excellent communication, empathy, and problem-solving skills. They must be able to handle enquiries professionally and sensitively, providing clear and helpful information, while maintaining patient confidentiality at all times. 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 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. 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. 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 GCSE English and Maths pass or equivalent ECDL or equivalent NVQ Level 3 Administration or equivalent practical knowledge Experience Experience of working in a hospital or busy office environment Customer care experience NHS experience Call centre experience Skills & Knowledge 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 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 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. Employer certification / accreditation badges The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions. Application numbers This vacancy may close early if it receives a high number of applications. We would advise that you complete and submit your application in good time to avoid disappointment. #J-18808-Ljbffr