Frimley Health NHS Foundation Trust

Orthopaedics Appointments Officer

The closing date is 08 September 2025

Job summary

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 job

o 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 formal

About us

Frimley 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 specialties

Date posted

01 September 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£26,240 to £27,928 a year per annum incl HCAS

Contract

Permanent

Working pattern

Full-time

Reference number

151-JLM524

Job locations

Greenwood , Heatherwood Hospital , Ascot

Brook Avenue

Ascot

SL5 7GB

Job description

Job 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 description

Job 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 Specification

Qualifications

Essential

GCSE English and Maths pass or equivalent
ECDL or equivalent
NVQ Level 3 Administration or equivalent practical knowledge.

Experience

Essential

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 & Knowledge

Essential

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 Specification

Qualifications

Essential

GCSE English and Maths pass or equivalent
ECDL or equivalent
NVQ Level 3 Administration or equivalent practical knowledge.

Experience

Essential

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 & Knowledge

Essential

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

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Frimley Health NHS Foundation Trust

Address

Greenwood , Heatherwood Hospital , Ascot

Brook Avenue

Ascot

SL5 7GB

Employer's website

https://www.fhft.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Frimley Health NHS Foundation Trust

Address

Greenwood , Heatherwood Hospital , Ascot

Brook Avenue

Ascot

SL5 7GB

Employer's website

https://www.fhft.nhs.uk/ (Opens in a new tab)