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.

Working for our organisation

CHFT is an integrated acute and community Trust serving diverse communities across Calderdale and Kirklees, with strong partnerships across West Yorkshire. We are proud of our One Culture of Care — caring for each other with the same compassion, kindness and respect that we show our patients — and of the values that underpin how we work: we put people first, we go see, we work together to get results, and we do the must dos.

CHFT is recognised as a forward looking, digitally enabled Trust, with a strong track record of using data, innovation and system collaboration to improve quality, safety and outcomes. We are ambitious about the role that acute trusts play in prevention, population health and reducing inequalities, and this post sits at the heart of that agenda.