Booking Services Lead

Royal Cornwall Hospitals NHS Trust
£28,407 to £34,581 a year pa pro rata
Closing date
6 Jun 2023

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Other Health Profession
Band 5
Contract Type
Full Time
Job summary

The opportunity has arisen for a dynamic, motivated individual to join the Outpatient Booking Team within the Clinical Support Care Group. On a day to day basis the Booking Services Lead will be responsible for leading the Outpatient Booking Team on customer service, performance management, governance, service development and redesign, working directly with clinical areas to ensure the patient experience is of the highest quality. The post holder will provide support to the Outpatient Booking Services Manager to ensure that key, clinical activity and financial targets are met.

Main duties of the job

You must be highly motivated with a friendly and approachable manner and possess excellent communication skills. This is a demanding and diverse role, which requires the post holder to work collaboratively across all Care Groups. The post holder will therefore have excellent interpersonal and communication skills, IT and organisational skills and the ability to work independently using their own initiative.

This is a full time post working 37.5 hours per week from Pydar House in Truro.

For further information, please contact Kate Andrews, Outpatient Booking Services Manager on 07920 082893.

About us

Sustainability is integral to the Trust achieving the NHS Net Zero target. All staff are therefore actively encouraged and supported to implement new ways of working within their field of expertise.

Job description

Job responsibilities

To support the Outpatient Services Manager; leading the Outpatient Booking Team on customerservice, performance management, governance, service development and redesign, workingdirectly with clinical areas to ensure the patient experience is of the highest quality.Support the management of a team of 49 WTE across the Outpatient Booking Service in order todeliver the effective, efficient, smooth running of an extremely busy and pressured service whichhandles over 300,000 patient phone calls and makes over 280,000 appointments per year.Management of clinic templates and clinic management is also a key part of the role.

Person Specification



  • NVQ level 4 in Management or equivalent experience
  • GCSE grade A-C in 5 subjects including Maths and English


  • Experience of using PAS to a Management level
  • Experience of Maxims, CCAT, Unit 4 and Netcall systems



  • At least 5 years experience in hospital administration
  • Extensive Experience/understanding of waiting list management and Referral to Treatment and outpatient management
  • Demonstrable NHS experience of leading and managing a team and service
  • Proven Windows experience (Word, Excel & Powerpoint)


  • Experience of handling incidents and complaints
  • Evidence of excellent communication and interpersonal skills.
  • Demonstrates initiative and use of innovative and lateral thinking in problem solving.
  • Ability to deal with occasional exposure to distressing or emotional circumstances.

Any attachments will be accessible after you click to apply.


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