Out patient call handler

We are seeking a motivated and organised individual to join an NHS team as a Band 3 call handler. This is a key administrative role supporting the delivery of outpatient services, ensuring patients receive timely, efficient, and high-quality care throughout their treatment pathway.

You will play a vital role in coordinating appointments and supporting patients across Outpatient, Routine, Urgent, Suspected Cancer, and MDT pathways, helping the Trust meet its performance targets and deliver excellent patient experience.

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Key Responsibilities

• Coordinate and schedule patient appointments in line with Trust booking policies and clinical priority targets
• Track patients along their pathway to ensure timely progression and prevent delays or breaches
• Ensure patients receive accurate and relevant information in a timely manner
• Maintain accurate patient records and ensure all data is entered correctly onto Trust systems
• Deliver a high-quality, customer-focused booking and administrative service
• Provide a professional, courteous, and empathetic telephone service to patients and colleagues
• Use Trust IT systems to record and report clinical and performance data in line with IT strategy and governance requirements
• Proactively monitor and manage waiting times for both routine and cancer pathways
• Liaise with clinical teams and patients to resolve pathway issues and avoid target breaches
• Work to strict reporting deadlines, escalating risks or potential breaches to line managers promptly
• Adhere to Trust policies and protocols, including the Elective Access Policy (EAP) and Standard Trust Administration Guidelines (STAGS)

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About You

• Strong organisational and administrative skills
• Excellent communication and interpersonal abilities
• Confident using IT systems and databases
• Ability to work under pressure and meet deadlines
• Attention to detail with a high level of accuracy
• Customer-focused approach with a commitment to patient care
• Previous NHS or healthcare administration experience (desirable but not essential)