About this role
Job summary
Are you an organised, motivated, and customer-focused individual with excellent communication skills? Do you enjoy working in a fast-paced environment where your work makes a real difference to patient care? If so, we'd love to hear from you.
We are looking for an enthusiastic Appointment Centre Coordinator to join our dedicated Appointment Centre team. In this key role, ensuring patients are booked into the right clinics at the right time while supporting the delivery of safe, efficient, and high-quality care.
Note:
This position may close early if we receive a high volume of applications. If you have applied for this position in the last six months, please do not reapply.
Main duties of the job
Book, amend and cancel outpatient appointments in accordance with the Trust's Access Policy and the 18-week Referral to Treatment (RTT) standards. Support and guide Appointment Centre Administrators, helping with workload allocation and problem-solving. Monitor clinic capacity and utilise available appointment slots effectively. Act as a key contact for patients, consultants, nurses, service managers and GP practices. Deal with patient queries and complaints professionally and compassionately. Ensure patient records are accurate and updated on hospital systems. Escalate pathway delays and capacity issues to managers. Produce reports and monitor Key Performance Indicators (KPIs) relating to booking performance and waiting lists
About us
Ashford and St. Peters Hospitals NHS Foundation Trust is the largest provider of acute hospital services to Surrey residents, serving a population of 410,00 people and employing approximately 4,800 staff.
Our vision is to provide an outstanding experience and best outcomes for patients and the team. We are committed to providing continuous professional development and flexibility to deliver our workforce plan.
We are part of a collaborative Group with the Royal Surrey NHS Foundation Trust. As part of this partnership, colleagues may occasionally work across both organisations to support shared services, development opportunities and patient care.
St Peter's Hospital delivers complex medical and surgical care, maternity and emergency services. Day and orthopaedic surgery, ophthalmology and outpatient services are delivered at Ashford Hospital. Additional services are delivered at Woking Community Hospital.
Our Values provide us with the behaviours we respect and can commit to. By living our values through our everyday interactions, we can build a stronger, more resilient, and forward- thinking organisation, guiding us to achieve success and make a positive impact on how we deliver our services.
We can offer you the full range of NHS benefits and discounts.
Please note that adverts may close early, so early application is encouraged.
For more information about careers at ASPH please visit:www.asph-careers.org
Job description Job responsibilities
Book, amend and cancel outpatient appointments in accordance with the Trust's Access Policy and the 18-week Referral to Treatment (RTT) standards. Support and guide Appointment Centre Administrators, helping with workload allocation and problem-solving. Monitor clinic capacity and utilise available appointment slots effectively. Act as a key contact for patients, consultants, nurses, service managers and GP practices. Deal with patient queries and complaints professionally and compassionately. Ensure patient records are accurate and updated on hospital systems. Escalate pathway delays and capacity issues to managers. Produce reports and monitor Key Performance Indicators (KPIs) relating to booking performance and waiting lists
Person Specification
Qualifications Essential
oAdministrative medical specialty knowledge gained by education or relevant experience. oEducated to A Level or equivalent
Desirable
oIT Qualification
Experience Essential
oUse of Microsoft Office applications oExperience of establishing efficient office systems and processes oAbility to deal with non-routine situations and information and take appropriate decisions.
Desirable
oAdministrative experience within the NHS oExperienced knowledge of waiting list management & patient pathways oExperience of using NHS information & data systems. o EPR Millennium or Equivalent oUnderstanding of medical terminology
Knowledge Essential
oAbility to work independently or minimum supervision. oArticulate, self-starter with the ability to work autonomously. oMonitor potential breaches and escalate to Pathway Manager oDevelop oDevelop and implement standard operating procedures (SOPs) oExperience of word/excel/power point knowledge of software programs
Desirable
oNHS systems and procedures oNHS waiting list targets
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.
Employer details Employer name Ashford & St. Peter's Hospitals NHS Foundation Trust
Address Ashford Hospital
Ashford Hospital
London Road
TW15 3AA
United Kingdom
Employer's website https://www.ashfordstpeters.nhs.uk/ (Opens in a new tab)