About this role
Job summary
We are seeking a highly organised and customer-focused eRS Coordinator to join our busy Outpatient Access team. This role is responsible for coordinating and booking first outpatient appointments across the Trust's centralised booking service, using both eRS and EPIC systems.
The successful candidate will play a vital role in supporting patient access to services by managing appointment requests efficiently, monitoring worklists, escalating capacity concerns, and coordinating appointment reschedules where required. Working in a fast-paced environment, the post holder will provide a professional and responsive service while ensuring compliance with Trust policies and national waiting time guidelines.
Main duties of the job
Book first outpatient appointments using eRS and EPIC systems. Monitor and manage centralised worklists to ensure timely patient scheduling. Escalate clinic capacity issues and support the management of appointment reschedules. Act as a first point of contact for the Trust's centralised call centre, responding to enquiries and directing calls appropriately. Manage Urgent, Routine, and Two Week Wait (2WW) appointment pathways in line with Trust policies and national targets. Monitor and action centralised inboxes on a rota basis. Maintain accurate patient records and ensure confidentiality is upheld at all times. Work closely with colleagues and support the Outpatient (OPAC) Supervisor in delivering an efficient booking service.
About us
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.
Job description Job responsibilities
The eRS Coordinator will support the delivery of an effective and patient-centred outpatient booking service within the Trusts centralised scheduling team. The post holder will be responsible for managing outpatient referrals and booking appointments through eRS and EPIC systems, ensuring all activity is completed accurately and within required timescales.
The role involves proactively monitoring booking worklists, identifying and escalating capacity concerns, and supporting the coordination of appointment changes and reschedules to minimise delays to patient care. The post holder will work across multiple appointment pathways, including Routine, Urgent, and Two Week Wait (2WW) referrals, ensuring compliance with Trust procedures and national waiting time standards.
As part of the centralised call centre function, the eRS Coordinator will provide a professional first point of contact for patients, clinical teams, and external stakeholders. This includes handling telephone enquiries, resolving booking queries where possible, and redirecting calls appropriately to ensure an excellent customer experience.
The role also includes a range of administrative responsibilities, such as monitoring shared inboxes, processing correspondence, maintaining accurate electronic records, and supporting the wider outpatient administration service on a rota basis.
The successful candidate will be able to work effectively in a demanding and fast-paced environment, demonstrating excellent organisational skills, strong attention to detail, and a high standard of customer service. Good working knowledge of Microsoft Office applications and previous administrative experience are essential for this role.
Person Specification
Knowledge and Experience Essential
Competent use of IT Systems - Excel, Word & database input
Desirable
Experience in use of any appointment/patient administration system
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 Sponsorship Applications 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 the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, 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 Employer name King's College Hospital NHS Foundation Trust
Address Orpington Hospital
Cardinham Road
Orpington
BR6 9JU
United Kingdom
Employer's website https://www.kch.nhs.uk/ (Opens in a new tab)