Job Overview
Join Our Outpatient Booking Team as a Clinic Coordinator at the Royal United Hospital in Bath. If you are passionate about great customer service, enjoy working in a busy environment and love helping people, this could be the perfect role for you.
As a Clinic Coordinator, you will play a key role in ensuring our patients have a smooth and positive experience from the very start of their journey. You will be responsible for booking and rescheduling a wide range of outpatient appointments, supporting callers with their queries and carrying out essential administrative tasks that help us deliver safe, efficient and high‑quality care.
Key Responsibilities
* Book, reschedule and process outpatient appointments across a variety of specialties.
* Handle incoming and outgoing calls professionally, providing clear information and support.
* Ensure patient enquiries are resolved promptly and sensitively, including cancellations, rescheduling and non‑clinical advice.
* Support distressed or worried patients with compassion, including those awaiting urgent or cancer‑related appointments.
* Escalate complex or distressed callers appropriately and signpost patients to PALS when needed.
* Liaise with patients, carers, GPs and other healthcare professionals to ensure accurate communication.
* Book patients in line with the Trust’s Waiting List Policy and maximise clinic utilisation.
* Manage clinic templates, making adjustments for leave, sickness or changes in capacity.
* Maintain and update the Patient Tracking List (PTL), ensuring all bookings meet required deadlines and access targets.
* Generate and send partial‑booking letters and escalating capacity concerns to the Clinic Coordinator Manager.
* Prioritise bookings based on GP/consultant guidance and expedite appointments for urgent and cancer pathways.
* Liaise with GP practices to retrieve missing referrals or gather additional information.
* Provide cross‑cover for other specialties when required.
* Ensure high‑quality, accurate data entry on Trust systems.
* Register and record outpatient referrals within 24 hours of receipt.
* Update patient details promptly and accurately at every stage.
Person Specification
Knowledge and experience
* Minimum 1 year experience in customer service.
* Minimum 1 year experience in the NHS.
Desirable criteria
* Specific skills relevant to outpatient booking.
* Demonstrated ability to work effectively both in a team and independently.
* Experience of NHS systems.
Requirements due to Working Environment
* Essential: Spend a considerable portion of the working day sitting in front of a computer monitor.
* Essential: Flexible approach towards the role.
* Desirable: Ability to remain impartial and non‑judgemental during conflict of sensitivity, stress and conflict.
Legal and Application Information
Please note – Due to recent changes in UK immigration and visa rules, applicants who do not currently have the right to work in the UK may not be considered unless an alternative right to work solution can be provided. Candidates requiring sponsorship should review the eligibility criteria on the GOV.UK website before applying.
The postholder will have access to vulnerable people in the course of their duties and is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020. A Disclosure to be made to the Disclosure and Barring Service is required.
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