Clinic Coordinator

Job overview

Join Our Outpatient Booking Team as a Clinic Coordinator

An exciting opportunity has come up to join our established and friendly a Outpatient Booking Team here at the Royal United Hospital in Bath. If you’re passionate about great customer service, enjoy working in a busy environment, and love helping people, this could be the perfect role for you.

As a Clinic Coordinator, you’ll play a key part  ensuring our patients have a smooth and positive experience from the very start of their journey. You’ll be responsible for booking and rescheduling a wide range of outpatient appointments, supporting callers with their queries, and carrying out essential administrative tasks that help us deliver safe, efficient and high‑quality care.

We’re looking for someone who:

• Has excellent customer service and communication skills
• Is organised, accurate and confident using administrative systems
• Can stay calm and professional under pressure
• Works well as part of a supportive, fast‑paced team
• Brings compassion and a positive approach to every interaction

You’ll be working closely with colleagues in the Call Handling Team and across the department,  patients receive a friendly, professional and seamless service.

Previous experience in customer service or a busy administrative environment would be an advantage, we’re looking for someone who is motivated, adaptable and committed to delivering outstanding patient care.

If this sounds like you, we’d love you to join our team.

Main duties of the job

As a key member of the Trust’s Outpatient Booking Centre, you will play an essential role in supporting the smooth and efficient delivery of outpatient services. You will be responsible for managing and operating the partial or full‑booking process for specific outpatient specialties, ensuring patients are scheduled within local, regional and national access targets, including RTT pathways.

In this role, you will help ensure patients receive timely appointments, contribute to high‑quality care, and support the Trust in meeting important performance standards.

If you're organised, customer‑focused and keen to make a real difference to patient experience, we’d love to hear from you.

Detailed job description and main responsibilities

Join our Outpatient Booking Centre and play a key role in delivering a smooth, efficient and patient‑focused outpatient service. You will manage the full or partial booking process for allocated specialties, ensuring appointments are scheduled in line with local, regional and national access targets, including RTT.

Customer Service

• Handle incoming and outgoing calls professionally, providing clear information and support.
• Ensure patient enquiries are resolved promptly and sensitively, including cancellations, rescheduling and general non‑clinical advice.
• Support distressed or worried patients with compassion, including those awaiting urgent or cancer‑related appointments.
• Escalate complex or distressed callers appropriately and signpost patients to PALS when needed.
• Liaise with patients, carers, GPs and other healthcare professionals to ensure accurate communication.

Waiting List & Appointment Management

• Book patients in line with the Trust’s Waiting List Policy and maximise clinic utilisation.
• Manage clinic templates, making adjustments for leave, sickness or changes in capacity.
• Maintain and update the Patient Tracking List (PTL), ensuring all bookings meet required deadlines and access targets.
• Generate and send partial‑booking letters and escalate capacity concerns to the Clinic Coordinator Manager.
• Prioritise bookings based on GP/consultant guidance and expedite appointments for urgent and cancer pathways.
• Liaise with GP practices to retrieve missing referrals or gather additional information.
• Provide cross‑cover for other specialties when required.

Information & Data Quality

• Ensure high‑quality, accurate data entry on Trust systems.
• Register and record outpatient referrals within 24 hours of receipt.
• Update patient details promptly and accurately at every stage.