Job summary
- Main area
- Orthopaedics
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week (Monday to Friday 9am to 5pm)
- Job ref
- 151-JLM524
- Employer
- Frimley Health NHS Foundation Trust
- Employer type
- NHS
- Site
- Greenwood , Heatherwood Hospital , Ascot
- Town
- Ascot
- Salary
- £26,240 - £27,928 per annum incl HCAS
- Salary period
- Yearly
- Closing
- 08/09/2025 23:59
Employer heading
Orthopaedics Appointments Officer
Band 3
Job overview
The post holder will be responsible for booking outpatient appointments across the Trust’s sites. They will play an active role in the implementation and ongoing monitoring of both new and existing appointment systems, ensuring processes run smoothly and efficiently. The role will contribute to achieving Trust targets and service delivery standards.
Working in a fast-paced environment, the post holder will be expected to deliver a high standard of customer service to patients, as well as to both internal and external stakeholders. Strong communication skills, attention to detail, and the ability to prioritise effectively will be essential.
Main duties of the job
• To ensure all phone calls are dealt with in a professional and timely manner
• To ensure all patients and visitors are treated with dignity, respect and empathy
• To deal with patients in a polite and respectful manner
• 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 systems
• Assist and be pro-active in all modernisation projects
• To be multi-skilled in your working role
• To ensure strict confidentiality is maintained at all times
• To ensure demographics and daytime contact numbers are obtained
• To liaise with the team leader to provide a high quality empathetic service
• To adhere to the Trust values of being committed to excellence, working together and facing the future
• To attend specialty meetings for your lead specialty
• To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formal
Working for our organisation
Frimley Health NHS Foundation Trust provides NHS hospital services for around 900,000 people across Berkshire, Hampshire, Surrey and south Buckinghamshire.
As well as delivering excellent general hospital services to local people, we provide specialist heart attack, vascular, stroke, spinal, cystic fibrosis and plastic surgery services across a much wider area.
We have three main hospitals - Frimley Park in Frimley near Camberley, Heatherwood in Ascot and Wexham Park near Slough.
Our three core values, and the behaviours that support them, guide everything we do and set out what we expect of our staff in the way they treat patients, visitors, service users and each other, Committed to Excellence, Working Together and Facing the Future.
We are also proud to host the Defence Medical Group South East at Frimley Park with military surgical, medical and nursing personnel working alongside the hospital's NHS staff providing care to patients in all specialties
Detailed job description and main responsibilities
- To ensure all phone calls are dealt with professionally and in a timely manner , adhere to Trust and local targets.
- To ensure all patients and visitors and treated with dignity , respect at all times.
- To manage booking , rebooking and cancelling appointments for your designated consultants.
- To ensure all clinics are filled at all times.
- To escalate any issues to management.
- To be multi skilled in your working role and able to assist in all areas of the department.
- To ensure demographics are checked and updated
- To adhere confidentiality at all times
- To liaise with the team leader to provide high quality service , working together as a customer focused team.
- To deal with patient complaints in a professional manner and resolve the issue before becoming formal.
Person specification
Qualifications
Essential criteria
- GCSE English and Maths pass or equivalent
- ECDL or equivalent
- NVQ Level 3 Administration or equivalent practical knowledge.
Experience
Essential criteria
- Experience of working in a hospital or busy office environment.
- Significant experience in difficult patient situations.
- Significant customer care experience.
Desirable criteria
- Call centre experience
- NHS experience
Skills & Knowledge
Essential criteria
- 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.
- Time management skills
Desirable criteria
- Good knowledge of NHS targets
- 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
Employer certification / accreditation badges
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.
Application numbers
Documents to download
Further details / informal visits contact
- Name
- Maria Barnard
- Job title
- Team Leader
- Email address
- [email protected]
- Telephone number
- 07341884088
- Additional information
Available Monday to Thursday 9 till 3 and Friday 9 till 11
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