Go back King's College Hospital NHS Foundation Trust
eRs & Booking Co-ordinator
The closing date is 13 May 2025
The Outpatient Team provides admin support across various functions, including booking 2WW Cancer, GP eRs, internal referral appointments, rebooking patient appointments, general data inputting, and handling a high volume of daily calls from patients, healthcare professionals, and third parties. Additional duties include checking patients in and out for appointments and managing general inquiries from the public.
Successful candidates should have excellent telephone manners, strong problem-solving skills, excellent customer service skills, and the ability to work under pressure and meet deadlines.
Full training will be provided for this role.
This vacancy may close early if sufficient applications are received. We advise submitting your application promptly.
Main duties of the job
The Outpatient Appointment Centre at Central Court, Orpington, seeks enthusiastic individuals with admin experience to join the non-clinical team. The role involves booking appointments for Princess Royal University Hospital, Beckenham Beacon Hospital, Orpington Hospital, and Queen Mary's Hospital, Sidcup, encompassing both reception and back-office tasks.
The team supports various functions, including booking 2WW Cancer, GP eRs, internal referrals, rebooking, data entry, and managing high call volumes. Responsibilities also include patient check-in/out and addressing public queries.
Ideal candidates should possess excellent communication skills, problem-solving abilities, customer service orientation, and the capacity to work under pressure. Full training is provided.
About us
King's College Hospital NHS Foundation Trust is one of the UK's largest teaching trusts, with a turnover of approximately £1 billion, 1.5 million patient contacts annually, and around 14,000 staff across five sites in South East London. The Trust offers comprehensive hospital services and specialist care from its Denmark Hill and Bromley sites.
The Trust is committed to Sustainable Healthcare through its Green Plan, aiming for net zero carbon targets by 2040 (NHS Carbon Footprint) and 2045 (NHS Carbon Footprint Plus). All staff are encouraged to contribute toward reducing environmental impact.
Our vision, 'Strong Roots, Global Reach,' aims to be bold, innovative, and inclusive, emphasizing outstanding care, research, education, diversity, and sustainability, leveraging digital technology and person-centered approaches.
Job responsibilities
Job Summary
The post holder will provide administrative support for outpatient inquiries across all PRUH sites, delivering high-quality, responsive service to patients and staff. They should use initiative to resolve issues and manage appointments efficiently, using hospital systems like ERS and PIMs, and be open to training in new technologies.
Responsibilities include ensuring timely appointments, accurate documentation, and adherence to national RTT guidelines.
Main Duties and Responsibilities:
* Contact patients professionally, validate identification, and update demographic details in PIMS.
* Ensure compliance with access policies, recording DNAs and pathway statuses.
* Organize clinics proactively, booking patients into appropriate slots.
* Assist in managing clinic schedules and utilization.
* Reschedule appointments as needed, following clinical and RTT guidelines.
Communication
* Answer calls and book appointments.
* Handle queries from GPs, wards, and departments courteously and professionally.
* Provide directions, instructions, and empathetic support to patients and visitors.
Information Systems
* Use hospital information systems for tracking, booking, and processing patient data.
* Manage appointment scheduling and correspondence.
Office and Information Systems Management
* Maintain filing systems and process referrals per Trust policies.
* Utilize hospital IT systems for managing patient pathways and appointments.
Quality and Customer Care
* Deal with enquiries politely, promptly, and professionally.
Staff Development and Support
* Escalate issues appropriately and participate in training and performance reviews.
General Responsibilities
* Work independently and collaboratively, adhering to Trust policies.
* Support the Trust in providing excellent patient experiences.
* Maintain confidentiality at all times.
Other Duties
* Undertake additional responsibilities as needed, including supporting the 2WW team and covering reception areas.
Health and Safety
Maintain awareness of health and safety policies, contribute to infection control, and ensure personal and team safety.
This role requires holding an NHS.net email account for official communication.
Person Specification
Education / Experience
* Proficient in IT systems (Excel, Word, databases).
* Administrative or office experience.
* Experience in customer-focused environments.
Disclosure and Barring Service Check
This position is subject to DBS checks due to the nature of the role.
Salary: £28,622 to £30,225 per annum, including HCA.
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