Epsom and St Helier University Hospitals NHS Trust

Outpatients Booking Assistant

The closing date is 03 September 2025

Job summary

We are looking for an enthusiastic individual to join our team in the Outpatients Booking CentreThe post holder will be part of a team that arranges patients outpatients appointments across the Trust and deal with patients/relatives telephone enquiries via our Outpatient Call Centre based at St Helier Hospital regarding appointments. He/she will offer a choice of dates and times for appointments and reschedule appointments as and when necessary. They will also offer a service to GP's who wish to make enquiries about an appointment.

Main duties of the job

The post holder will make appointments and deal with questions primarily via telephone, but also email and online.

When booking appointments a wide range of communication skills will be used in order to provide a patient centred booking service. The post holder will be sensitive to the needs of each individual, responding differently to a wide range of needs.

To use a variety of communication styles to ensure effective telephone communication to all patients; this includes working with those who may have difficulties in communication, who are vulnerable, and from a range of cultural backgrounds.

About us

Epsom and St Helier University Hospitals NHS Trust provides a range of medical services to approximately 490,000 people living across southwest London and northeast Surrey. In addition, we provide more specialist services, in particular renal and neonatal intensive care, to a wider area, covering parts of Sussex and Hampshire.

We serve an area that is rich in diversity, with a mix of urban and rural areas, and differing levels of quality of life. We cover some of the most prosperous postcodes in the country, as well as some poorer areas. Together with our colleagues at NHS Surrey and NHS Sutton and Merton, we work to make sure that we deliver the best possible care to the communities we serve.

The Trust employs approximately 5,000 staff across its hospitals and is supported by over 500 volunteers.

Details

Date posted

20 August 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£29,651 to £31,312 a year pa incl HCAS Outer pro rata

Contract

Fixed term

Duration

12 months

Working pattern

Full-time

Reference number

343-7058247-FM-SC-R-VCG

Job locations

St Helier Hospital

Wrythe Lane

Carshalton

SM5 1AA


Job description

Job responsibilities

Please see the attached supporting job description and person specification document which contains more information about the role and requirements. Please ensure your application refers to the job description and person specification.

The recruiting team reserve the right to close this advertisement early once applications reach maximum limit.

Job description

Job responsibilities

Please see the attached supporting job description and person specification document which contains more information about the role and requirements. Please ensure your application refers to the job description and person specification.

The recruiting team reserve the right to close this advertisement early once applications reach maximum limit.

Person Specification

Education & Qualification

Essential

  • Good basic educational background
  • GCSE English Grade C or above

Desirable

  • NVQ Level 3 in Business administration or Customer care

Experience

Essential

  • Customer Service experience
  • Knowledge of patient administration work in a healthcare setting.
  • Knowledge of a full range of IT / patient admin systems

Desirable

  • NHS Experience
  • Experience of Access Database/ Excel Spreadsheets

Skills & Abilities

Essential

  • Good verbal and written communication skills
  • Able to work independently and as a team member
  • Respect for confidentiality

Desirable

  • Evidence of interacting with a wide range of people

Personal Attributes

Essential

  • Organised and logical
Person Specification

Education & Qualification

Essential

  • Good basic educational background
  • GCSE English Grade C or above

Desirable

  • NVQ Level 3 in Business administration or Customer care

Experience

Essential

  • Customer Service experience
  • Knowledge of patient administration work in a healthcare setting.
  • Knowledge of a full range of IT / patient admin systems

Desirable

  • NHS Experience
  • Experience of Access Database/ Excel Spreadsheets

Skills & Abilities

Essential

  • Good verbal and written communication skills
  • Able to work independently and as a team member
  • Respect for confidentiality

Desirable

  • Evidence of interacting with a wide range of people

Personal Attributes

Essential

  • Organised and logical

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

Epsom and St Helier University Hospitals NHS Trust

Address

St Helier Hospital

Wrythe Lane

Carshalton

SM5 1AA


Employer's website

https://www.epsom-sthelier.nhs.uk/work-for-us (Opens in a new tab)

Employer details

Employer name

Epsom and St Helier University Hospitals NHS Trust

Address

St Helier Hospital

Wrythe Lane

Carshalton

SM5 1AA


Employer's website

https://www.epsom-sthelier.nhs.uk/work-for-us (Opens in a new tab)

Employer contact details

For questions about the job, contact:

OBC Operational Manager

Louise Webster

louise.webster1@nhs.net

02082964569

Details

Date posted

20 August 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£29,651 to £31,312 a year pa incl HCAS Outer pro rata

Contract

Fixed term

Duration

12 months

Working pattern

Full-time

Reference number

343-7058247-FM-SC-R-VCG

Job locations

St Helier Hospital

Wrythe Lane

Carshalton

SM5 1AA


Supporting documents

Privacy notice

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