Royal United Hospitals Bath NHS Foundation Trust
Clinic Coordinator
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Clinic Coordinator
Job Overview
Join Our Outpatient Booking Team as a Clinic Coordinator
An exciting opportunity has come up to join our established, friendly and hardworking 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 in 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, patience and a positive approach to every interaction
You’ll be working closely with colleagues in the Call Handling Team and across the department, ensuring our patients receive a friendly, professional and seamless service.
Previous experience in customer service or a busy administrative environment would be an advantage.
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.
Working for our organisation
At the RUH we put people at the heart of what we do, working together as one team to make a difference for our patients, each other, and our community. No matter what your role is, we value everyone’s contribution in supporting the exceptional, person-centred care we pride ourselves on.
We are proud to be in the top 20 best hospitals to work for in the country.
We are committed to creating a compassionate and inclusive environment. This can be seen in our growing community of staff networks – celebrating successes and creating opportunities to listen and learn. We value our differences, champion kindness and civility, and truly believe that diversity makes us stronger.
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A culture of learning, developing and innovating is the thread that runs throughout our whole organisation. We want to support you to thrive, taking your career to its full potential.
We value staff wellbeing, with a well-established programme of support. We believe in a holistic approach spanning all aspects of living a healthy life, including physical, emotional, spiritual and financial wellbeing. We’ve even got a pool!
We are committed to supporting you and hope you want to join our team. In the meantime, find out more about living and working the beautiful historic city of Bath, learn about our extensive package of staff benefits, and read about how we’re providing healthcare fit for the future with the landmark Dyson Cancer Centre and our passion for research.
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.
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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.
Person specification
Knowledge and experience
Essential criteria
- Minimum 1 year’s experience in customer service
- Minimum 1 year’s experience in NHS
Desirable criteria
- Specific skills
- Demonstrate ability to work in a team
- Demonstrate ability to work independently
- Experience of NHS systems
Requirements due to Working Environment
Essential criteria
- Required to spend a considerable period of a working day sitting in front of a computer monitor
- Flexible approach towards role
Desirable criteria
- Ability to remain impartial and non-judgemental during conflict of sensitivity, stress and conflict.
Please note - Due to recent changes in UK immigration and visa rules applicants who do not currently have the right to work in the UK may not be considered unless an alternative right to work solution can be provided. Candidates requiring sponsorship (or will need sponsorship at the end of a current visa e.g. those with graduate visa’s) should review the eligibility criteria on the gov.uk website before applying: Prove your right to work to an employer: Overview - GOV.UK
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.
Application numbers
This vacancy may close early if we receive a high number of applications. We strongly encourage you to complete and submit your application in good time to ensure it can be considered.
Documents to download
Further details / informal visits contact
- Name: Jo La Bouchardiere
- Job title: Deputy Outpatient Manager
- Email address: joanna.labouchardiere@nhs.net
- Telephone number: 01225 821675
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