Outpatient Appointment Coordinator

Job Summary

The individual will play a key role in delivering a high quality service at Velindre Cancer Centre. The post holder will work within the Outpatient Service Appointment Booking Team ensuring that all outpatient activity is managed accurately and in a timely manner to support and manage the patient pathway in line with clinical instruction and departmental processes.

Responsible for booking, processing and monitoring outpatient activity, including new patient, follow-up and pre-treatment appointments in conjunction with scheduling of blood tests etc based on clinical request.

Using self management to manage and prioritise time and workload, working primarily independently and on own initiative with minimal supervision to carry out the duties of the post working closely and communicating effectively with the other members of clinical and administrative teams. Being able to organise workload without supervision, adapting daily work plan to meet rapidly changing priorities where the workload is unpredictable.

The post will require considerable patient contact (by telephone) therefore excellent verbal communication skills are required.

The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.

Main duties of the job

• Responsible for the provision of a comprehensive day to day outpatient booking, processing and scheduling service for patients referred to Velindre Cancer Centre. This includes new patient, follow-up and pre treatment outpatient appointments, agreeing appointment dates and times with patients over the telephone and sending out appointment letters, test request forms and information booklets promptly.
• To ensure that the booked outpatient appointment is made as per clinical instruction.
• To communicate effectively with empathy and confidentiality when speaking with patients.
• Deal with telephone calls relating to outpatient appointments, complaints and concerns, for example - responding to unhappy patients who have had clinic appointments rescheduled due to consultants' unavailability or responding to anxious patients who are worried about their appointment/ treatment.
• Ensuring attention to detail when booking appointments, checking patient are booked into the correct slots and the correct information is sent regarding where, when and how to attend (ie face to face or virtually).

About us

Here at Velindre University NHS Trust we are extremely proud of the specialist services we provide across the whole of Wales in our cutting-edge Velindre Cancer Centre and our award-winning Welsh Blood Service, as well as the expertise of our corporate functions that bring the two divisions together. We are also fortunate to host the NHS Wales Shared Services Partnership and Health Technology Wales and have developed strong partnership working with these expert services.

Formed in 1999, the Trust has a dedicated workforce that continuously strives to apply the key principles of value based healthcare through a wide array of roles. We play a vital role in the communities we support and have ambitious plans for the future to continue to improve the services we deliver. We strive to maintain our core values in everything we do by being; accountable, bold, caring and dynamic, and ensuring the best possible care for our patients and donors.

If you want to work for an organisation that prides itself on making a real difference and offers exciting career opportunities then Velindre University NHS Trust is the place for you.

Visit our website to find out more https://velindre.nhs.wales/

Date posted

20 February 2025

Pay scheme

Agenda for change

Band

Band 4

Salary

£26,928 to £29,551 a year per annum pro rota

Contract

Permanent

Working pattern

Job share

Reference number

120-AC769-0225

Job locations

Velindre Cancer Centre
Velindre Road, Whitchurch
Cardiff
CF14 2TL

Job Description

Job responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.

Responsibilities

Job description Job responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.

Person Specification

Qualifications

Essential

• Educated to HNC/HND/Diploma level standard of Education
• Demonstrate good knowledge of outpatient pathways and activity classification

Desirable

• Knowledge of Welsh Patient Administration System
• Knowledge of Welsh Clinical Portal
• Knowledge of the NHS Welsh Data Dictionary

Experience

Essential

• Essential knowledge of the pathway acquired through experience
• Experience of NHS Wales Patient Administration Systems
• Experience of Data Protection and Confidentiality

Desirable

• Experience of working in a hospital environment or NHS organisation
• Proven interpersonal and communication skills
• Excellent Telephone manner and Customer Care skills

Skill and Attributes

Essential

• Ability to effectively prioritise
• Good Organisational skills
• Excellent communication skills both verbal and written

Desirable

• Welsh Language skills are desirable levels 1 to 5

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.

Employer details

Employer name
Velindre University NHS Trust

Address
Velindre Cancer Centre
Velindre Road, Whitchurch
Cardiff
CF14 2TL

Employer's website
https://velindre.nhs.wales/