Overview
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, CCGs, 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.
Responsibilities
* 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.
* 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 Royal Free London NHS Foundation Trust
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 link https://www.royalfreelondonjobs.co.uk/
Please see attached job description for more information about this role and working at Royal Free London NHS Foundation Trust.
This advert closes on Wednesday 10 Sep 2025
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