Outpatient Booking Officer

Role summary

This is a full-time contract role based on site in Slough, with working hours of 37.5 per week, Monday to Friday from 9:00am to 5:00pm. The position offers the chance to work in a fast-paced healthcare setting, supporting a service that is focused on patients and efficiency.

What the role involves

You will provide organised and dependable administrative support, with a strong focus on coordinating and arranging outpatient appointments across multiple Trust locations. The aim of the post is to help keep services running smoothly for both clinical staff and patients.

The role also involves working with different departments to help introduce, maintain, and improve appointment systems, supporting better workflows and ongoing service development.

Because this is a front-facing administrative role, strong customer service is essential. You will be one of the first points of contact for patients, carers, and colleagues, so you will need to communicate clearly, show empathy, and resolve issues professionally while maintaining patient confidentiality.

Main duties

• Handle incoming calls promptly and professionally, while working to the response standards set by the department and the Trust.
• Treat patients and visitors with courtesy, dignity, and empathy throughout every interaction.
• Respond to patient requests in a respectful and helpful way wherever possible.
• Support the Trust in meeting NHS performance targets.
• Complete administrative tasks within the team efficiently and within required timeframes.
• Assist with the rollout and use of new IT and patient administration systems.
• Take an active role in modernisation work that improves patient pathways and team performance.
• Be flexible and multi-skilled, supporting different parts of the department as needed.
• Maintain strict confidentiality for all correspondence and information handled by the department, in line with Trust policy.
• Check and update patient demographics and daytime contact details on each call, following Information Quality Assurance standards.
• Follow the Trust Access Policy when patients miss appointments or request delays to appointments or treatment.

Visa and eligibility notes

This post is not eligible for Skilled Worker visa sponsorship. Candidates must already have the right to work in the UK for the full length of the contract. Previous applicants should not reapply.

About the employer

Frimley Health NHS Foundation Trust is an inclusive and disability-confident employer and has received Gold recognition under the Armed Forces Employment Recognition Scheme. The Trust offers strong development opportunities, including professional, management, leadership, and clinical skills training.

The organisation places a high value on work-life balance and welcomes applications from people seeking flexible working arrangements, where possible.

The Trust serves more than 900,000 people across Berkshire, Hampshire, Surrey, and South Buckinghamshire. Its long-term strategy, FHFT 2030, aims to make it the best place to receive care and work in the NHS, guided by values of excellence, teamwork, facing the future, and compassionate modern healthcare.

Investment across the organisation includes a new hospital at Frimley Park, expanded diagnostic and inpatient capacity, a new £100m Heatherwood Hospital, a £49m Emergency Assessment Centre at Wexham Park, and a £10m maternity upgrade. The Trust is also advancing sustainability through its green plan and NHS Net Zero commitment, with environmentally responsible estate developments and energy-efficient design.

Digital improvement is another major focus, including the launch of the Epic electronic patient record in 2024, which supports safer, more connected care and more efficient digital pathways.

Qualifications and experience

Essential qualifications include GCSE English and Maths at pass level or equivalent, ECDL or an equivalent qualification, and NVQ Level 3 in Administration or equivalent practical experience.

Applicants should have experience working in a hospital or busy office setting, along with substantial experience handling difficult patient situations and customer care. Experience in the NHS or a call centre would be an advantage.

Skills and knowledge

You will need strong verbal and written communication skills, excellent attention to detail, accuracy, good time management, and the ability to think logically, analyse situations, and manage multiple queries. You should also be comfortable communicating professionally and appropriately with patients and staff at different levels.

Desirable knowledge includes clinical and surgical procedures, medical terminology, and current NHS issues such as Referral To Treatment targets, waiting lists, and the Trust Access Policy.

Additional information

The role requires a high level of adaptability, professionalism, and commitment to patient-centred service. It is intended for someone who can contribute to operational improvement while maintaining confidentiality, accuracy, and a calm approach in a busy environment.

Applicants are expected to align with the Trust’s values and support its focus on quality, sustainability, digital transformation, and continuous improvement.