Outpatient Booking Officer

Job Overview
The post holder will be responsible for booking outpatient appointments for The Parapet Breast, Radiology, Oncology and Plastic Surgery clinicians. They will have an active role in the implementation, as well as ongoing monitoring of both new and existing appointments systems.

The post holder will assist with meeting Trust targets. The post holder will be required to offer very high customer service skills for patients and both internal and external staff.

• Previous applicants need not to apply*

Main duties of the job

The Main Duties Of The Role Will Be

• Arranging appointments over the telephone with patients
• Booking patient appointments from waiting lists
• Rescheduling and cancelling appointments at short notice, when required
• Liaising with clinical admin, consultants from multiple specialties and CNS teams

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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Detailed Job Description And Main Responsibilities
For a full list of responsibilities and tasks associated with this role, please refer to the job description/person specification attached to this vacancy.

Person specification

Qualifications
Essential criteria

• GCSE English and Maths pass or equivalent
• ECDL or equivalent

Desirable criteria

• NVQ Level 2 Administration or equivalent practical knowledge

Experience
Essential criteria

• Experience of working in a hospital or busy office environment.
• Significant experience in difficult patient situations.
• Customer care experience
• Has used Epic/other electronic healthcare suite

Desirable criteria

• Call centre experience
• Previous booking experience

Skills
Essential criteria

• Good communication skills both verbal and in writing
• Excellent customer service skills and evidence of dealing with telephones and meeting targets
• Exceptional interpersonal skills
• Time management skills
• Ability to escalate any issues as necessary
• Logical thinker, able to reason, analyse situations effectively and deal with a multitude of queries

Desirable criteria

• Knowledge of current NHS issues relating to the Referral To Treatment targets waiting lists and the Trust Access Policy

Frimley Health NHS Foundation Trust (FHFT) is proud of its strong reputation, record of achievement and ambition for the future. We serve a population of over 900,000 people across Berkshire, Hampshire, Surrey and South Buckinghamshire, and remain committed to improving the health and wellbeing of our communities.
Our new organisational strategy – FHFT 2030 – sets out our ambition to be the best place to receive care and the best place to work in the NHS. Underpinned by our Trust values –
Committed to Excellence, Working Together, Facing the Future
, and being a modern, compassionate, Healthcare Organisation – we are creating a culture where our people can thrive and patients always come first.
We continue to invest heavily in our services and facilities. This includes the development of a new hospital at Frimley Park, major expansion of diagnostics and inpatient capacity, and the continued transformation of services across our sites. We have already delivered a brand-new £100m state-of-the-art Heatherwood Hospital, a £49m Emergency Assessment Centre at Wexham Park, and a £10m upgrade to maternity services.
We are also committed to sustainability and the NHS Net Zero ambition. Our new hospital and estate developments are being designed to be environmentally responsible, energy efficient, and future-proofed, featuring on-site renewables energy and intelligent energy systems. Through our green plan, we are embedding sustainable practices across all areas of care and operations, ensuring we reduce our environmental impact while improving population health and wellbeing. Our staff are key to helps us deliver on our ambition and to ensure sustainability is a core component of care delivery and our operations.
Alongside estates' investments, we are embedding a strong focus on digital innovation and quality improvement. Our electronic patient record (Epic), launched in 2024, is already enabling safer, more connected, and more effective care for patients, while giving staff the tools they need to do their best work. Our electronic patient record also supports safe and effective digitised care pathways, savings time and carbon, whilst delivering excellent quality of care.
Everything we do is guided by our values, shaping how we care for patients, support colleagues, and build a sustainable future for healthcare together.
Apply online now