Job summary

We are looking for an Appointment Coordinator to become part of our growing Call Centre team at the Appointment Centre at Whipps Cross. In this role, you will serve as a primary contact for our patients (answering calls), embodying the Trust's values through your compassionate and supportive demeanour. It is essential that you possess outstanding communication abilities, along with a strong passion for helping others, empathy, and a commitment to delivering exceptional customer service. Additionally, you must be capable of thriving in a high-pressure environment, which is crucial for this position. In addition, you'll be expected to undertake administrative responsibilities alongside managing Urgent Suspected Cancer.

The Appointment Centre is operational from 8:30 AM to 5:00 PM, Monday through Friday.

Main duties of the job

Ensure all referrals received into the department are suitably logged and registered.

Ensure referrals are suitably prioritised and where necessary fast-tracked e.g., 2WW.

Ensure the Somerset system is fully up to date for Cancer 2ww referrals.

Answer the telephone in a courteous and pleasant manner ensuring that the call script is always adhered to.

To undertake any other duties as requested by the management team.

For more details on the job's specific duties, kindly read the attached job description document

About us

Barts Health is one of the largest NHS trusts in the country, and one of Britain's leading healthcare providers.

The Barts Health group of NHS hospitals is entering an exciting new era on our improvement journey to becoming an outstanding organisation with a world-class clinical reputation. Having lifted ourselves out of special measures, we now have the impetus and breathing space to chart a fresh course in which we are continually striving to improve all our services for patients.

Our vision is to be a high-performing group of NHS hospitals, renowned for excellence and innovation, and providing safe and compassionate care to our patients in east London and beyond. That means being a provider of excellent patient safety, known for delivering consistently high standards of harm-free care and always caring for patients in the right place at the right time. It also means being an outstanding place to work, in which our WeCare values and behaviours are visible to all and guide us in how we work together.

We strive to live by our WeCare values and are committed to promoting inclusion, where every staff member has a sense of belonging. We value our differences and fully advocate, cultivate and support an inclusive working environment.

Details

Date posted

21 September 2026

Pay scheme

Agenda for change

Band

Band 3

Salary

£30,630 to £32,346 a year per annum inc

Contract

Fixed term

Duration

12 months

Working pattern

Full-time

Reference number

259-8295032WXH

Job locations

Whipps Cross University Hospital

London

E11 1NR

United Kingdom

Job description

Job responsibilities

The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For bothdocuments, please view the attachment/s below

Job description Job responsibilities The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For bothdocuments, please view the attachment/s below

Person Specification

Qualifications

Essential

• GCSE in English and Maths or equivalent

Experience

Essential

• Demonstrable experience of using an electronic administrative system (e.g. patient administration system or equivalent) to input, update, and retrieve information in a customer-facing setting.
• Experience working in a customer-facing environment, providing services or support directly to patients, service users, or the public.
• Demonstrable ability to use spreadsheets (e.g. Microsoft Excel) and computer systems to accurately enter, manage, and extract data.
• Working knowledge of outpatient or healthcare performance targets (e.g. referral-to-treatment times, appointment booking standards), with the ability to describe how these are applied in practice.

Desirable

• Demonstrable experience of working within an NHS organisation, with an understanding of NHS administrative processes, systems, or patient pathways.
• Demonstrable experience of working in an appointment booking or coordination service (e.g. Appointment Centre, Contact Centre, or similar), including managing high-volume bookings, scheduling, or patient/service user interactions.

Knowledge

Essential

• Cerner Millennium eRS (formally C&B)

Skills

Essential

• Demonstrable ability to communicate clearly and professionally with patients, staff and stakeholders, including explaining information and responding to queries effectively, evidenced through application and interview.
• Evidence of producing clear, accurate and professional written communication (e.g. emails, reports, letters or records) appropriate to the audience, assessed via supporting statement and/or written task.
• Proven experience of handling telephone calls in a professional, courteous and confident manner, including managing sensitive or complex conversations and maintaining confidentiality, evidenced through application and interview.

Other

Essential

• Ability to input and retrieve information on a computerised system.
• Demonstrable ability to adapt to changing service needs, including workload priorities, working patterns and service pressures, evidenced through application and interview
• Able to work as an integral member of a team.

Person Specification Qualifications Essential GCSE in English and Maths or equivalent Experience Essential Demonstrable experience of using an electronic administrative system (e.g. patient administration system or equivalent) to input, update, and retrieve information in a customer-facing setting. Experience working in a customer-facing environment, providing services or support directly to patients, service users, or the public. Demonstrable ability to use spreadsheets (e.g. Microsoft Excel) and computer systems to accurately enter, manage, and extract data. Working knowledge of outpatient or healthcare performance targets (e.g. referral-to-treatment times, appointment booking standards), with the ability to describe how these are applied in practice. Desirable Demonstrable experience of working within an NHS organisation, with an understanding of NHS administrative processes, systems, or patient pathways. Demonstrable experience of working in an appointment booking or coordination service (e.g. Appointment Centre, Contact Centre, or similar), including managing high-volume bookings, scheduling, or patient/service user interactions. Knowledge Essential Cerner Millennium eRS (formally C&B) Skills Essential Demonstrable ability to communicate clearly and professionally with patients, staff and stakeholders, including explaining information and responding to queries effectively, evidenced through application and interview. Evidence of producing clear, accurate and professional written communication (e.g. emails, reports, letters or records) appropriate to the audience, assessed via supporting statement and/or written task. Proven experience of handling telephone calls in a professional, courteous and confident manner, including managing sensitive or complex conversations and maintaining confidentiality, evidenced through application and interview. Other Essential Ability to input and retrieve information on a computerised system. Demonstrable ability to adapt to changing service needs, including workload priorities, working patterns and service pressures, evidenced through application and interview Able to work as an integral member of a team.

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 (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information 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 (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Barts Health NHS Trust

Address

Whipps Cross University Hospital

London

E11 1NR

United Kingdom

Employer's website

https://www.bartshealth.nhs.uk (Opens in a new tab)

Employer details

Employer name

Barts Health NHS Trust

Address

Whipps Cross University Hospital

London

E11 1NR

United Kingdom

Employer's website

https://www.bartshealth.nhs.uk (Opens in a new tab)