Appointments Booking Administrator

County Durham & Darlington NHS Foundation Trust

Closing date: 28 January 2026

Interviews:
Thursday 5 February 2026

An exciting opportunity for an Appointments Administrator to join the Central Appointments team at The Greenhouse, Annfield Plain, working 37.5 hours per week.

We are looking for an enthusiastic, pro‑active person to assist in delivering an efficient, patient‑focused service within the Central Appointments Department. This role is within a call centre environment taking in excess of 500 calls per day.

You will assist in carrying out all administrative tasks within the department's main office, including logging referral letters onto the Patient Administrative System, arranging outpatient appointments and managing responsibilities in relation to the e‑RS national booking system as well as answering telephone calls.

The post is for 37.5 hours per week Monday – Friday with some hybrid working included.

You will be responsible for logging outpatient referrals onto the Patient Administration System, inviting patients to contact the department or telephoning patients to arrange an appointment, ensuring that all appointments are booked in accordance within Trust timescales and manage administrative tasks associated with appointments booked via the national e‑RS booking system. You will also book review appointments as requested.

The ability to work under pressure is essential both individually and as part of a team is important to ensure that deadlines are met. Good organisational and interpersonal skills are essential in order to be able to achieve this.

Excellent customer service skills are essential for this role.

Candidates must be interested in ensuring patient satisfaction, a good telephone manner and be flexible in hours of work. A high level of accuracy and an conscientious approach is essential along with the ability to work effectively within a team.

Processing all new patients on Patient Administration Systems where the patient has not attended clinic and require a further appointment. Consideration needs to be given as to whether a safeguarding issue should be raised for paediatrics or vulnerable patients who have been unable to access their appointment. Prompt rebooking must take place for all paediatrics and elderly patients within trust guidelines.

Responsible for data quality when updating patient demographics, next of kin, adding referrals, extracting and producing information (including information to patients) in the Trust across all of the Patient Administration Systems.

Maintaining information across multiple complex computer systems, including Microsoft packages, shared drives, EPR, e‑referral System and NHS Spine Portal. Providing support and guidance to GP surgeries, secretaries and consultants on booking queries. Managing multiple systems is complex and attention to detail is essential to ensure accuracy. Adhering to confidentiality and Data Protection Policies is vital.

Deal with sensitive and confidential information in a calm and professional manner adhering to both internal and national guidelines. When taking calls, you may have to provide sensitive, confidential and complex information to patients and or their carers often in response to invitations sent by the department. Appointments must be booked sensitively, with an empathetic manner, reassuring any distressed or confused patients.

Highlight appropriate contacts if patients require further medical information which is not in our remit to share.

Treat everyone with respect and dignity. Help patients to overcome any boundaries that may prevent them from attending appointments. Provide information regarding transport, wheelchair availability, portering services and interpreting services. Provide communications in a range of formats including large print or braille. Adjust communication techniques supporting those that cannot read, or do not understand or are scared about their appointment. Book interpreters if necessary and ensure patients are aware using the correct communication tools.

Where a patient is not responding, the GP may…