Job overview

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.

This is an excellent opportunity for someone who is organised, adaptable, and committed to delivering high-quality administrative support within a busy and dynamic healthcare environment.

Previous applicants need not apply

Main duties of the job

The post holder will be responsible for handling all incoming telephone calls professionally and efficiently, meeting departmental and Trust targets for responsiveness. They will provide a high standard of customer service, ensuring that all patients and visitors are treated with dignity, respect, and empathy at all times.

They will manage patient enquiries politely and appropriately, ensuring requests are addressed where possible and within policy guidelines. The role involves completing all assigned administrative tasks promptly, supporting the smooth operation of the outpatient service.

The post holder will contribute actively to service improvement and modernisation projects aimed at enhancing patient pathways. They will be expected to be flexible and multi-skilled, providing support across different areas of the department as required.

Confidentiality is essential, and the post holder must handle all correspondence in line with Trust policies. They will follow the Trust Access Policy when managing missed or rescheduled appointments and work closely with the team leader to maintain a high-quality, empathetic service.

A strong team ethos is required, with the ability to highlight and help resolve problems in a constructive, patient-focused manner. All duties must be carried out in accordance with Trust values—committed to excellence, working together, and facing the future.

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.

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