Job summary The post holder will be responsible for booking outpatient appointments over the Trust sites. 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 apply Main duties of the job To ensure all phone calls are dealt with in a professional and timely manner adhering to the local targets set by the department and Trust To ensure all patients and visitors are treated with dignity, respect and empathy at all times To deal with patients in a polite and respectful manner complying with their requests where possible To respond in a timely fashion to all administrative duties within the team Assist and be pro-active in all modernisation projects that concern the team and improve patient pathways To be multi-skilled in your working role and able to assist in all areas of the department as and when required To ensure strict confidentiality is maintained at all times in respect of correspondence received in the department and in accordance with Trust policy To adhere to the Trust Access Policy when patients do not keep appointments or wish to delay appointments or treatment To liaise with the team leader to provide a high quality empathetic service and highlight any problems, working together as a customer focused team to solve issues that may arise To adhere to the Trust values of being committed to excellence, working together and facing the future Follow all Trust and local policies and procedures at all times To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formal About us 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. Frimley Health Trust benefits on Vimeo Date posted 14 March 2025 Pay scheme Agenda for change Band Band 3 Salary £25,329 to £26,958 a year per annum incl HCAS Contract Permanent Working pattern Full-time Reference number 151-SF68 Job locations Frimley Park hospital Portsmouth Road Camberley GU167UJ Job description Job responsibilities Please see attached job description for all key and main responsibilities for this position which is detailed in depth Job description Job responsibilities Please see attached job description for all key and main responsibilities for this position which is detailed in depth Person Specification Qualifications Essential GCSE English and Maths pass or equivalent ECDL or equivalent NVQ Level 3 Administration or equivalent practical knowledge Experience Essential Experience of working in a hospital or busy office environment Significant experience in difficult patient situations. Customer care experience Desirable NHS experience Call centre experience Skills & Knowledge Essential Good communication skills both verbal and in writing Demonstrate attention to detail and accuracy when completing tasks Flexible and balanced approach to work Ability to work under pressure Ability to work using own initiative Excellent customer service skills and evidence of dealing with telephones and meeting targets Exceptional interpersonal skills Empathetic problem solving skills Time management skills Multi-tasking skills Accurate and methodical Logical thinker, able to reason, analyse situations effectively and deal with a multitude of queries Persuasive/negotiating skills Ability to escalate any issues as necessary Ability to communicate appropriately and professionality to patients and staff at different levels Ability to act on own initiative, Ability to prioritise workload 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 Assessing problems and queries and understanding which can be resolved and which must be passed on. Desirable 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. Person Specification Qualifications Essential GCSE English and Maths pass or equivalent ECDL or equivalent NVQ Level 3 Administration or equivalent practical knowledge Experience Essential Experience of working in a hospital or busy office environment Significant experience in difficult patient situations. Customer care experience Desirable NHS experience Call centre experience Skills & Knowledge Essential Good communication skills both verbal and in writing Demonstrate attention to detail and accuracy when completing tasks Flexible and balanced approach to work Ability to work under pressure Ability to work using own initiative Excellent customer service skills and evidence of dealing with telephones and meeting targets Exceptional interpersonal skills Empathetic problem solving skills Time management skills Multi-tasking skills Accurate and methodical Logical thinker, able to reason, analyse situations effectively and deal with a multitude of queries Persuasive/negotiating skills Ability to escalate any issues as necessary Ability to communicate appropriately and professionality to patients and staff at different levels Ability to act on own initiative, Ability to prioritise workload 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 Assessing problems and queries and understanding which can be resolved and which must be passed on. Desirable 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. 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name Frimley Health NHS Foundation Trust Address Frimley Park hospital Portsmouth Road Camberley GU167UJ Employer's website https://www.fhft.nhs.uk/ (Opens in a new tab)