Appointment Coordinator/Call Handler
| Posting date: | 22 December 2025 |
|---|---|
| Salary: | £30,546.00 to £32,207.00 per year |
| Additional salary information: | £30546.00 - £32207.00 a year |
| Hours: | Full time |
| Closing date: | 24 December 2025 |
| Location: | London, EC1V 2PD |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9273-25-0382 |
Summary
Appointment Management: To ensure that all new referrals are registered on the Patient Administration System within 24 hours of receipt and the referral letter is forwarded to the relevant service via the document management system within the agreed time frame. To be responsible and accountable for all booking process for designated service or group of services, undertaking booking of appointments in accordance with procedures. To monitor the waiting list to ensure all patients are booked according to the Access Policy. To ensure that any potential breaches are escalated according to the Standard Operating Policy. Liaise with clinical staff regarding the provision of additional lists for the booking of appointments of patients who need to be accommodated urgently. To attend and contribute to weekly outpatient meetings, providing reports and analysis on waiting times and appointment booking.Monitor, analyse and co-ordinate the collection of data particularly in relation to activity linked with the waiting time standards and to support the performance report. Contact centre Appointment management Manage telephone enquiries from patients, carers and external agencies in relation to appointments and general enquiries in a courteous, professional and efficient manner ensuring accurate records are maintained, both manual and electronic, and appropriate action is taken in a timely manner. To answer patient queries relating to new and follow-up appointments, ensuring that queries are resolved at the time of the call where possible To manage appointment cancellations and re-bookings, ensuring that patients who call to cancel their appointments are offered another appointment before their breach date. Liaising with the assistant service managers and outpatient teams to resolve any outstanding queries. To ensure that queries not immediately resolved are tracked and resolved within the agreed timescale To adhere to all agreed KPIs, working flexibly to achieve this where required. To monitor email inboxes and to respond to queries within the agreed timescale.