Job summary To provide a high quality patient-focused booking service when processing requests for booking and rescheduling outpatient appointments using the appropriate Trusts booking system and the national e-RS. The post-holder will deal with associated contacts from patients, GPs, CCG's, other hospitals and internal colleagues within the Trust. The post-holder will be expected to raise any problems with bookings and try and resolve queries and problems regarding the booking and rescheduling of appointments; ensuring that national and Trust targets are met. The post-holder will be expected to maintain data quality, provide excellent customer service and have advanced Patient Administration System and e-RS knowledge, as well as the Trust PTL, LUNA. The post-holder may be required to fulfil other roles within The Outpatient Appointment Centre such as Administration of Appointment Reminder Service, Administering Internal Requests to manage appointments and general office administration duties. Where this is the case the necessary training will be provided. Main duties of the job To be aware of National and Trust booking targets and ensure all appointments are booked and rescheduled in accordance with the relevant timescales To have good sound knowledge of allocated specialities and associated diagnostics, physiological measurements or preparations required. To deal with all patient queries by phone or in person with politeness and courtesy To be able to confidently book target wait appointments within the 14 day timeframe into the appropriate clinic code or appointment type. To highlight potential target wait breaches and assist the Outpatient Appointment Centre Manager to resolve them. To have a good awareness of clinic lists, booking guidelines and waiting times for clinics, making sure wherever possible that patient(s) receive the shortest wait possible. To maintain data quality on systems by checking NHS and hospital number(s) and ensuring patient details, i.e. name, date of birth, address, GP and ethnicity etc. are recorded and that any changes required are made accurately in a timely fashion To have a good working knowledge of the e-RS system and to be able to confidently manage appointments, work lists and access patient referral letters. To take responsibility for allocated specialities as required, providing input to service developments affecting bookings. About us 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 linkhttps://www.royalfreelondonjobs.co.uk/ Date posted 31 January 2025 Pay scheme Agenda for change Band Band 3 Salary £28,622 to £30,225 a year per annum inclusive of HCAS Contract Permanent Working pattern Full-time Reference number 391-RFL-6936841 Job locations Enfield Civic Centre Silver Street Enfield EN1 3XA Job description Job responsibilities Please see attached job description for more information about this role and working at Royal Free London NHS Foundation Trust. Job description Job 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 Demonstrable ability to meet the Trust Values Education & Professional Qualifications Desirable GCSE Maths and English or equivalent Further training or qualifications an advantage related to administration or computer use Customer Care Training Experience Essential Outpatient Administration experience E-RS System Cerner System Luna Validation tool Experience and understanding of patient Confidentiality Awareness of NHS targets with respect to waiting times Experience working within a team Desirable Experience of working in the NHS Skills & Aptitudes Essential 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 Use of Microsoft office packages - Word, Excel, Email Person Specification Royal Free World Class Care Values Essential Demonstrable ability to meet the Trust Values Education & Professional Qualifications Desirable GCSE Maths and English or equivalent Further training or qualifications an advantage related to administration or computer use Customer Care Training Experience Essential Outpatient Administration experience E-RS System Cerner System Luna Validation tool Experience and understanding of patient Confidentiality Awareness of NHS targets with respect to waiting times Experience working within a team Desirable Experience of working in the NHS Skills & Aptitudes Essential 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 Use of Microsoft office packages - Word, Excel, Email 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 Royal Free London NHS Foundation Trust Address Enfield Civic Centre Silver Street Enfield EN1 3XA Employer's website https://www.royalfreelondonjobs.co.uk/ (Opens in a new tab)