Job overview
We are looking for an Appointment Coordinator to become part of our growing Call Centre team at the Appointment Centre at Whipps Cross. In this role, you will serve as a primary contact for our patients (answering calls), embodying the Trust's values through your compassionate and supportive demeanour. It is essential that you possess outstanding communication abilities, along with a strong passion for helping others, empathy, and a commitment to delivering exceptional customer service. Additionally, you must be capable of thriving in a high-pressure environment, which is crucial for this position. In addition, you'll be expected to undertake administrative responsibilities alongside managing Urgent Suspected Cancer.
The Appointment Centre is operational from 8:30 AM to 5:00 PM, Monday through Friday.
Main duties of the job
· Ensure all referrals received into the department are suitably logged and registered.
· Ensure referrals are suitably prioritised and where necessary fast-tracked e.g., 2WW.
· Ensure the Somerset system is fully up to date for Cancer 2ww referrals.
· Answer the telephone in a courteous and pleasant manner ensuring that the call script is always adhered to.
· To undertake any other duties as requested by the management team.
For more details on the job's specific duties, kindly read the attached job description document
Working for our organisation
Barts Health is one of the largest NHS trusts in the country, and one of Britain’s leading healthcare providers.
The Barts Health group of NHS hospitals is entering an exciting new era on our improvement journey to becoming an outstanding organisation with a world-class clinical reputation. Having lifted ourselves out of special measures, we now have the impetus and breathing space to chart a fresh course in which we are continually striving to improve all our services for patients.
Our vision is to be a high-performing group of NHS hospitals, renowned for excellence and innovation, and providing safe and compassionate care to our patients in east London and beyond. That means being a provider of excellent patient safety, known for delivering consistently high standards of harm-free care and always caring for patients in the right place at the right time. It also means being an outstanding place to work, in which our WeCare values and behaviours are visible to all and guide us in how we work together.
We strive to live by our WeCare values and are committed to promoting inclusion, where every staff member has a sense of belonging. We value our differences and fully advocate, cultivate and support an inclusive working environment.
Detailed job description and main responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachment/s below
Person specification
Qualifications
Essential criteria
1. GCSE in English and Maths or equivalent
Experience
Essential criteria
2. Demonstrable experience of using an electronic administrative system (e.g. patient administration system or equivalent) to input, update, and retrieve information in a customer-facing setting.
3. Experience working in a customer-facing environment, providing services or support directly to patients, service users, or the public.
4. Demonstrable ability to use spreadsheets (e.g. Microsoft Excel) and computer systems to accurately enter, manage, and extract data.
5. Working knowledge of outpatient or healthcare performance targets (e.g. referral-to-treatment times, appointment booking standards), with the ability to describe how these are applied in practice.
Desirable criteria
6. Demonstrable experience of working within an NHS organisation, with an understanding of NHS administrative processes, systems, or patient pathways.
7. Demonstrable experience of working in an appointment booking or coordination service (e.g. Appointment Centre, Contact Centre, or similar), including managing high‑volume bookings, scheduling, or patient/service user interactions.
Knowledge
Essential criteria
8. Cerner Millennium eRS (formally C&B)
Skills
Essential criteria
9. Demonstrable ability to communicate clearly and professionally with patients, staff and stakeholders, including explaining information and responding to queries effectively, evidenced through application and interview.
10. Evidence of producing clear, accurate and professional written communication (e.g. emails, reports, letters or records) appropriate to the audience, assessed via supporting statement and/or written task.
11. Proven experience of handling telephone calls in a professional, courteous and confident manner, including managing sensitive or complex conversations and maintaining confidentiality, evidenced through application and interview.
Other
Essential criteria
12. Ability to input and retrieve information on a computerised system.
13. Demonstrable ability to adapt to changing service needs, including workload priorities, working patterns and service pressures, evidenced through application and interview
14. Able to work as an integral member of a team.
**Visa Sponsorship Information**
Recent changes to UK immigration policy on the Health and Care Visa and Skilled Worker Visa could mean that this role is not eligible for sponsorship or that you may not meet the eligibility criteria.
Sponsorship can only be offered if this post and any individual offered employment meet all the Home Office’s requirements under the UK Skilled Worker visa scheme.
If you are applying from outside the UK or will require sponsorship, please mention this clearly in your application.
To be eligible for sponsorship, the following conditions must be met:
15. Eligible role: The position must be on the UK Skilled Worker visa list. You can check your eligibility here: -.
16. Salary threshold: The role must meet the minimum salary set by the Home Office. Please note that for roles employed under Agenda for Change Terms and Conditions, the High-Cost Area Supplement (HCAS) is not included when calculating the basic salary for the purposes of sponsorship.
17. Skill level: The role must meet the minimum skill requirement of RQF Level 6 or above (graduate level).
18. English language: Applicants must demonstrate English proficiency at CEFR level B2 or higher.
19. Other criteria: Applicants must meet all other criteria as set out by the UK Visas and Immigration (UKVI)