Job Summary
As the Booking Coordinator, your responsibilities will include booking of new/follow up appointments and clinics for various specialties within local and national booking guidelines. You will be responsible for delivering an excellent customer service to patients whilst showing empathy and understanding to their situation. On a daily basis, you will be using your great communication skills by liaising with outpatient reception teams, secretaries and other internal stakeholders in the hospital.
You will be able to work in a calm, logical and methodical way and be able to multi-task on a variety of different urgent queries. You will be familiar with the data protection act and responsible for maintaining patient confidentiality. The department works in line with a number of the government targets around patient waiting time and would suit someone who is familiar with challenging but rewarding targets.
The successful candidate will have clear, concise verbal and written communication skills honed from previous experience to enable accurate records and confidence in dealing with multi-disciplinary teams, patients and carers via telephone and using the database. Please review the person specification, which is attached to make sure you match to this role. You will be working within a larger team of booking coordinators, and feel comfortable working towards a rewarding goal that will help patients, the hospital and reduce pressure on the NHS.
Main Duties / Responsibilities
To assist the Royal Surrey NHS Foundation Trust in delivering a quality Outpatient Appointment service for patients, ensuring that the Trust is able to meet its service deliverables and national operational targets.
* To register the referral and patient details on Cerner PAS ensuring a high level of data accuracy and amending inaccurate data e.g. change of patient contact details or surname. To enter referrals ensuring they are entered onto the correct waiting time group in compliance with national operational referral-to-treatment (RTT) requirements.
* The post holder will also have a good working knowledge of the eReferral System (eRS).
* To highlight any referrals which require urgent attention and deal with them promptly. This may involve discussions with the medical team directly to arrange where the patient needs to be booked, and rapidly highlighting capacity concerns in the urgent and Two Week Rule (TWR suspected cancer) pathways to ensure that patients are seen according to clinical priority and that the Trust achieves national cancer targets.
* To book follow up appointments and ward follow up appointments in line with clinician requirements and appropriate timelines.
* To dispatch all the necessary paperwork; for example, informing patients of their appointment details or notifying the GP that the patient failed to attend their appointment.
* Deal with written and telephone enquiries for departments within the relevant Outpatient service, transferring information to other departments as appropriate.
About Us
Royal Surrey is a compassionate and collaborative acute and community Trust. Recognising that our 5000 colleagues are our greatest strength, we offer a comprehensive health and wellbeing programme along with a commitment to developing and advancing your career. Our diverse and welcoming Royal Surrey family will ensure you feel valued from your initial interview through to the entire tenure.
We are clinically led and provide joined up care by bridging the gap between hospital and community services alongside regional specialist cancer care. Our main acute hospital site is in Guildford with community hospital sites at Milford, Haslemere and Cranleigh. We provide adult community health services in homes across Guildford and Waverley.
The Care Quality Commission (CQC) has given us an overall rating of Outstanding.
Royal Surrey has a strong reputation and history to build on. We are proud of our achievements and are investing in our colleagues through our commitment to supporting professional development as well as investing more than £45 million in our physical environment and new equipment in the next few years. There has never been a better time to join us.
Although it isn't the Trust's normal practice, adverts may close early, so you are encouraged to submit an application as soon as possible.
A video about Royal Surrey: https://www.youtube.com/watch?v=R96pMboIYdo
Person Specification
Qualifications (Essential)
* GCSE passes in Maths and English (or equivalent).
* NVQ Level 4 in business administration or equivalent level of knowledge and experience.
Knowledge (Essential)
* Previous administration experience.
* Previous experience of dealing effectively with the general public.
* Knowledge and experience of working with MS Office software.
* Experience of working in a busy office environment.
Desirable
* Experience of working within an appointments booking service.
* Knowledge and experience of Cerner/PAS system.
* Knowledge of hospital clinic procedures.
Employment Details
Reference Number: 384-AR-EMF20218
Location: Royal Surrey NHS Foundation Trust, Egerton Road, Guildford, GU2 7XX
Date posted: 24 March 2026
Contract: Permanent
Working pattern: Full-time
Salary: £29,812 to £32,715 a year (per annum pro rata, including high cost area supplements)
Pay scheme: Agenda for change
Band: Band 4
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