Booking Officer - Outpatient appointment dept.
| Posting date: | 05 February 2026 |
|---|---|
| Salary: | £24,465.00 per year |
| Additional salary information: | £24465.00 a year |
| Hours: | Full time |
| Closing date: | 19 February 2026 |
| Location: | Harlow, CM17 9NA |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9292-26-0045 |
Summary
Duties and responsibilities Ensure the accurate and confidential use of CERNER or any other electronic booking system to register patients new to the Trust ensuring that patient details are correct. To answer the phone and deal with appointment requests for designated speciality in a timely manner To follow Trust guidelines and policies to book patients’ appointments, working to achieve compliance with the 18 Week RTT Pathway and 2 Week Wait To maintain confidentiality and to be aware of data protection when entering patient details and episodes onto Cerner or any other electronic booking system. To actively work on ASI and AFB lists for the services and booking OPAS within the 18 weeks RTT and 2WW standards Escalate issues with booking, with clinics or software to team leads promptly To book appointments from message pools promptly and in line with target app date and escalate if not able To proactively monitor speciality clinics and utilise capacity by supporting with managing patients from the review list work flow To develop skills to be able to work on more than one electronic booking system, and cross cover specialities To ensure that confidentiality is maintained when speaking to patients on the telephone. To be able to work as part of a team and independently, having confidence in decision making and being self sufficient Communicate with patients and all members of the multidisciplinary team in a clear and concise confident manner To have difficult conversations with patients regarding the short notice clinic appointment cancellations, remaining professional and calm and escalate any challenges to team leads or operational manager To attempt to prevent PALS or complaints by escalating any patient concerns to the service teams To be able to work across numerous areas within OAD during a day, including phones, Message pool appointment requests, clinic cancellations and at times other urgent tasks that may arise and be confident in prioritisation To be diligent and organised in a fast paced environment To work collaboratively and take a bespoke approach to service support requirements where possible, to support the services in To answer the phone proactively and deal with appointment requests for designated speciality in a timely manner within the KPI of 5 minutes wait for call to be answered Be able to work as a 'Call centre' within a team of call centre bookers will be a large focus of this particular role within OAD and differs slightly from our current workforce, as we expand our team to focus on our patient contact. This will involve covering the phone lines daily with regular breaks. Requires a high level of concentration, diligence and professional and courteous phone manner. This job description may be subject to change according to the varying needs of the service. Such changes will be made after discussion between the post holder and the manager. All duties must be carried out under supervision or within Trust policy and procedure.