Outpatient Appointment Coordinator

Job overview

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 and working closely 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).

Detailed job description and main 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.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Welsh language skills are desirable