Orthopaedics Appointments Officer

NHS

  • Ascot, Berkshire
  • £26,240-27,928 per year
  • Permanent
  • Full-time
  • 1 day ago
The post holder will be responsible for booking outpatient appointments across the Trust's sites. They will play an active role in the implementation and ongoing monitoring of both new and existing appointment systems, ensuring processes run smoothly and efficiently. The role will contribute to achieving Trust targets and service delivery standards.Working in a fast-paced environment, the post holder will be expected to deliver a high standard of customer service to patients, as well as to both internal and external stakeholders. Strong communication skills, attention to detail, and the ability to prioritise effectively will be essential.Main duties of the jobo To ensure all phone calls are dealt with in a professional and timely mannero To ensure all patients and visitors are treated with dignity, respect and empathyo To deal with patients in a polite and respectful mannero To support the Trust in delivering NHS targetso To respond in a timely fashion to all administrative duties within the teamo To support the implementation of all new IT systemso Assist and be pro-active in all modernisation projectso To be multi-skilled in your working roleo To ensure strict confidentiality is maintained at all timeso To ensure demographics and daytime contact numbers are obtainedo To liaise with the team leader to provide a high quality empathetic serviceo To adhere to the Trust values of being committed to excellence, working together and facing the futureo To attend specialty meetings for your lead specialtyo To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formalAbout usFrimley Health NHS Foundation Trust provides NHS hospital servicesforaround 900,000 people across Berkshire, Hampshire, Surrey and south Buckinghamshire.As well as delivering excellent general hospital services to local people, we provide specialist heart attack, vascular, stroke, spinal, cystic fibrosis and plastic surgery services across a much wider area.We have three main hospitals - Frimley Park in Frimley near Camberley, Heatherwood in Ascot and Wexham Park near Slough.Our threecore values, and the behaviours that support them, guide everything we do and set out what we expect of our staff in the way they treat patients, visitors, service users and each other,Committed to Excellence,WorkingTogether and Facing the Future.We are also proud to host the Defence Medical Group South East at Frimley Park with military surgical, medical and nursing personnel working alongside the hospital's NHS staff providing care to patients in all specialtiesDetailsDate posted01 September 2025Pay schemeAgenda for changeBandBand 3Salary£26,240 to £27,928 a year per annum incl HCASContractPermanentWorking patternFull-timeReference number151-JLM524Job locationsGreenwood , Heatherwood Hospital , AscotBrook AvenueAscotSL5 7GBJob descriptionJob responsibilities
  • To ensure all phone calls are dealt with professionally and in a timely manner , adhere to Trust and local targets.
  • To ensure all patients and visitors and treated with dignity , respect at all times.
  • To manage booking , rebooking and cancelling appointments for your designated consultants.
  • To ensure all clinics are filled at all times.
  • To escalate any issues to management.
  • To be multi skilled in your working role and able to assist in all areas of the department.
  • To ensure demographics are checked and updated
  • To adhere confidentiality at all times
  • To liaise with the team leader to provide high quality service , working together as a customer focused team.
  • To deal with patient complaints in a professional manner and resolve the issue before becoming formal.
Job descriptionJob responsibilities
  • To ensure all phone calls are dealt with professionally and in a timely manner , adhere to Trust and local targets.
  • To ensure all patients and visitors and treated with dignity , respect at all times.
  • To manage booking , rebooking and cancelling appointments for your designated consultants.
  • To ensure all clinics are filled at all times.
  • To escalate any issues to management.
  • To be multi skilled in your working role and able to assist in all areas of the department.
  • To ensure demographics are checked and updated
  • To adhere confidentiality at all times
  • To liaise with the team leader to provide high quality service , working together as a customer focused team.
  • To deal with patient complaints in a professional manner and resolve the issue before becoming formal.
Person SpecificationQualificationsEssential
  • GCSE English and Maths pass or equivalent
  • ECDL or equivalent
  • NVQ Level 3 Administration or equivalent practical knowledge.
ExperienceEssential
  • Experience of working in a hospital or busy office environment.
  • Significant experience in difficult patient situations.
  • Significant customer care experience.
Desirable
  • Call centre experience
  • NHS experience
Skills & KnowledgeEssential
  • Good communication skills both verbal and in writing
  • Demonstrate attention to detail and accuracy when completing tasks.
  • Excellent customer service skills and evidence of dealing with telephones and meeting targets.
  • Time management skills
Desirable
  • Good knowledge of NHS targets
  • Knowledge of clinical and surgical procedures
  • Knowledge of medical terminology
  • Knowledge of current NHS issues relating to the Referral To Treatment targets waiting lists and the Trust Access Policy
Person SpecificationQualificationsEssential
  • GCSE English and Maths pass or equivalent
  • ECDL or equivalent
  • NVQ Level 3 Administration or equivalent practical knowledge.
ExperienceEssential
  • Experience of working in a hospital or busy office environment.
  • Significant experience in difficult patient situations.
  • Significant customer care experience.
Desirable
  • Call centre experience
  • NHS experience
Skills & KnowledgeEssential
  • Good communication skills both verbal and in writing
  • Demonstrate attention to detail and accuracy when completing tasks.
  • Excellent customer service skills and evidence of dealing with telephones and meeting targets.
  • Time management skills
Desirable
  • Good knowledge of NHS targets
  • Knowledge of clinical and surgical procedures
  • Knowledge of medical terminology
  • Knowledge of current NHS issues relating to the Referral To Treatment targets waiting lists and the Trust Access Policy

NHS