BAS Hub Booking Specialist

Job overview

Working as part of the Bookings Administration Service (BAS) for the Outpatient Directorate, this role involves providing high-quality administrative support within a patient-focused environment. Key responsibilities include handling phone calls and emails from patients, addressing a wide range of enquiries such as booking, rescheduling, and cancelling appointments, and maintaining accurate patient information across multiple electronic systems (EPR, eRS, DrDr, etc.). The Support Hub sits alongside the Booking Hubs providing clinic template and patient contact centre functionality.

The position requires effective management of outpatient services including appointment scheduling (with interpreters when needed), DNA actions, referral registrations, and short-notice bookings. The role also supports clinicians by executing appointment-related requests and ensuring booking processes are followed.

Staff will be expected to meet key performance indicators (KPIs) and contribute to service improvements through engagement in pathway development and pilot initiatives.

Main duties of the job

This role provides comprehensive administrative support within the Bookings Administration Service, acting as a key point of contact for patients and services. You would be responsible for managing outpatient appointments, including booking, rescheduling and cancellations, while handling patient enquiries via telephone and email.

The post holder will maintain accurate patient information across electronic systems, processes referrals and clinical administration tasks through EPR, eRS, DrDr and other Trust systems, and coordinate additional patient support services such as interpreters and alternative communication formats.

In addition, the post holder provides support with staff training, general office administration and actively contributes to team engagement and the promotion of high-quality outpatient services.

Detailed job description and main responsibilities

• Handling and receiving phone calls and emails from patients and being able to assist them with a variety of enquiries including booking, rescheduling and cancelling appointments.
• Demonstrating tasks as part of staff training.
• To proactively ensure that all information held on electronic systems is correct and up to date.
• Booking, cancelling and rescheduling appointments at the request of clinicians and services as well as being able to utilise relevant computer systems in order to ensure that patients are booked in priority order.
• Book, reschedule and cancel interpreters in relation to outpatient appointments and request alternative letter types (e.g. braille).
• Action DNAs on eRS.
• Registering non eRS referrals in EPR.
• Create and administer encounters in EPR.
• Complete all relevant actions in DrDr relating to outpatient appointments
• Complete all administrative functions in relation to requests via the Appointment Form system.
• Action deceased list to ensure outpatient appointments are cancelled.
• Ring patients for short notice bookings or cancellations.
• Complete Add / Set administrative functions.
• Follow specific booking processes such as Fracture Clinic or TB.
• Engage in pathway developments and pilots to improve outpatient services.
• Complete advocacy requests from eRS.
• Performing EPR functions for CAS clinics.
• Requesting blood forms or repeat prescriptions for patients.
• Achieving personal KPIs in relation to Hub targets.
• Escalate capacity and demand and slot utilisation issues within the hub for review.
• Utilise multiple KP+ models to complete processes. Full training will be given on all systems and tasks.
• Carry out general office admin duties such as scanning, photocopying and handling post.
• To always maintain confidentiality.
• Be an ambassador for your Hub
• Actively participate in team briefings
• Be responsible for and complete all Essential Safety Training (EST) and any other training required.
• The Support hub and clinic hubs have different functions. This job description encompasses all functions of the Bookings Administration Service.