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Job summary

Main area
Outpatient Appointment Centre
Grade
Band 3
Contract
Permanent
Hours
  • Full time
  • Part time
37.5 hours per week
Job ref
391-RFL-7463873
Employer
Royal Free London NHS Foundation Trust
Employer type
NHS
Site
Enfield Civic Centre
Town
Enfield
Salary
£29,651 - £31,312 per annum inclusive of HCAS
Salary period
Yearly
Closing
22/10/2025 23:59

Employer heading

NHS

Band 3 OAC Co-ordinator- Communications team

Band 3

Our trust has over 17,000 staff serving 2 million patients every year. It comprises Barnet Hospital, Chase Farm Hospital, the Royal Free Hospital, North Middlesex University Hospital and more than 30 services in the community.  This larger scale organisation provides an unprecedented opportunity for us to continue our pioneering work, particularly in finding ways to deliver even better care to our patients.

Our mission is to deliver world class care and expertise in our clinical services, underpinned by world class teaching and research and we will continue to measure our progress against our five governing objectives: excellent outcomes, excellent patient and staff experience, excellent value for taxpayers’ money, being safe and meeting our external duties, and building a strong organisation.

Everyone is welcome at Royal Free London NHS Foundation Trust. We're proud of our diversity and we continue to undertake new initiatives to advance equality for LGBT+, BME, gender equality, staff carers and people with disabilities and lived experiences to promote good relations and understanding between our staff.

Click here to view our video Welcome to the Royal Free


 

Job overview

Please see attached job description for more information about this role and working at Royal Free London NHS Foundation Trust.

Main duties of the job

  • Working within a Contact centre area of the outpatients appointment department
  • Support patients callers with appointment enquiries
  • Escalating to different stakeholders within the trust
  • Deliver good patient experience
  • In a patient focussed role, to behave in a courteous manner towards patients and other staff at all times.
  • Ensure that the allocated work area is kept clean and tidy during and at the end of the working day and that all information containing patient information is locked away or shredded in line with the department guidelines
  • To liaise with other departments in the Trust to ensure smooth running of the outpatient service.
  • To participate as a team member within the outpatient appointment centre to ensure delivery of departmental objectives to a high standard
  • To continue to strive to improve the service, making suggestions to line manager as necessary
  • To attend work as per hours agreed with Outpatient Appointment Centre Manager

Working for our organisation

The Royal Free London NHS Foundation Trust is one of the UK’s biggest and most innovative trusts. Across three main hospitals, our dedicated army of staff care for over 1.6million patients, treat more than 200,000 in A&E, deliver over 8,000 babies and carry out more than 17million tests.

Our size, scale and influence offer you unrivalled career opportunities and a forward-thinking approach to working that works around your lifestyle. From flexible hours and generous benefits, to next level training, we make it easier to take your career to the top

For more information please follow link https://www.royalfreelondonjobs.co.uk/

Detailed job description and main responsibilities

Please see attached job description for more information about this role and working at Royal Free London NHS Foundation Trust.

Person specification

Royal Free World Class Care Values

Essential criteria
  • Demonstrable ability to meet the Trust Values

Education & Professional Qualifications

Desirable criteria
  • GCSE Maths and English or equivalent
  • Further training or qualifications an advantage related to administration or computer use
  • Customer Care Training

Experience

Essential criteria
  • Outpatient Administration experience
  • E-RS System
  • Cerner System
  • Experience and understanding of patient
  • Confidentiality
  • Awareness of NHS targets with respect to waiting times
  • Experience working within a team
  • Swiftqueue System
  • Clear communication skills
Desirable criteria
  • Experience of working in the NHS

Skills & Aptitudes

Essential criteria
  • Computer skills – ideally Cerner but other hospital patient admin systems considered
  • Excellent interpersonal skills
  • Able to work under pressure and to deadlines
  • Good organisational skills and ability to prioritise workload
  • Able to provide and receive sometimes complex or sensitive information
  • Effective team worker
  • Good communication skills – written and verbal
  • Good organisational skills with attention to detail
  • Understanding of issues regarding patient confidentiality
Desirable criteria
  • Use of Microsoft office packages – Word, Excel, Email

Employer certification / accreditation badges

Nursing TimesApprenticeships logoNo smoking policyPositive about disabled peopleDisability confident employerTimewise PartnerCare Quality Commission - Requires improvementEnei MemberArmed Forces Covenant

Applicant requirements

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.

Documents to download

Apply online now

Further details / informal visits contact

Name
Nicola Churchill
Job title
Service Manager
Email address
[email protected]
Telephone number
020 7433 0500
Additional information

Ext:80045

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