Job Description

An exciting opportunity has arisen to join the Central Booking Service, and be a part of our Support Service and administration team as part of the Whittington Community Patients Access Service . The Service provides referral management and appointment booking services to Whittington Adult Community Services.
This is the chance to be part of something transformative and innovative and have a positive impact on how we improve patient pathways.
Post holder will also register, source and upload documents for new patients, book and reschedule appointments for all patients and process the outcomes from appointments.
Post holder will be competent in the use of the computer software RIO, Medway .
The post holder will be expected to always provide excellent customer care using Trust Customer Care Standards.
Depending on the requirements of the team, the post holder may be required to work a shift pattern between the hours of 8am to 8pm , Monday to Sunday including Bank Holidays . The post holder will also be expected to travel across Whittington Health sites and work in any of the Health Centres in Haringey or Islington as may required .
Main duties of the job

• To line manage junior staff

• To provide a high quality, helpful and courteous response for members of the public, service users and representatives of other departments or agencies by telephone, showing sensitivity to their feelings and respecting their wishes wherever possible.

• To communicate effectively with callers, managing expectations and ensuring patients are happy with the responses they receive.
• To gather key information from referrers and patients etc. who are calling the service.
• To carry out an initial triage of patients
• To manage appointments for patients, and to provide advice and information to callers about community clinical services, including criteria for eligibility and other service specific details.
• To register new patients onto the electronic patient record system such as RiO, Medway and other relevant patient systems
• To administer the processes for establishing efficient clinics; booking interpreters and transport for patients who require them, ringing to confirm attendances with patients, organising appointment letter print runs and sending out letters, processing outcome and discharge forms, cancelling and rescheduling clinics
• Support the band 4 Administrators in the referral management and appointment booking processes including timely saving of referrals received via the Service Generic

• To work as part of a team and when necessary, assist colleagues in their workloads and provide cover for them during absence.

About us
Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.
Details
Date posted
21 October 2025
Pay scheme
Agenda for change
Band
Band 3
Salary
30,546 to 32,207 a year Per annum including HCAS
Contract
Permanent
Working pattern
Full-time
Reference number
220-WHT-3466
Job locations
Dartmouth Park Hill
Dartmouth Park Hill
London
N19 5JG
Job description
Job responsibilities
For more information regarding the main responsibilities of the role, please refer to the attached . Communication

• To ensure that confidentiality is maintained with regard to the business of the services at all times.
• To liaise effectively with their line manager
• To provide general non-clinical information and guidance regarding the Whittington Health Community Services to the referrers, patients, carers and the general public, in an appropriate manner
• To ensure that the patient understands the information regarding their appointment and their responsibilities in lines with Whittington Health Service guidelines
• To manage all correspondence generated by the Community Services to patients, GPs, and other health professionals in line with the Whittington Health procedures and protocols.
• To be able to utilise sensitive communication skills to ensure the patient, carer or other health professionals are happy with the care processes

Training and Development

• To participate in the Trusts Appraisal system under the supervision of the Manager and Team Leader and attend any training courses as deemed appropriate to meet the objectives of the service and for personal development
• To take responsibility for self-development on a continuous basis, undertaking on-the- job training as training is required.
• To the complete of all mandatory training required by the organisation and ensure all modules are within date

Job description
Job responsibilities
For more information regarding the main responsibilities of the role, please refer to the attached . Communication

• To ensure that confidentiality is maintained with regard to the business of the services at all times.
• To liaise effectively with their line manager
• To provide general non-clinical information and guidance regarding the Whittington Health Community Services to the referrers, patients, carers and the general public, in an appropriate manner
• To ensure that the patient understands the information regarding their appointment and their responsibilities in lines with Whittington Health Service guidelines
• To manage all correspondence generated by the Community Services to patients, GPs, and other health professionals in line with the Whittington Health procedures and protocols.
• To be able to utilise sensitive communication skills to ensure the patient, carer or other health professionals are happy with the care processes

Training and Development

• To participate in the Trusts Appraisal system under the supervision of the Manager and Team Leader and attend any training courses as deemed appropriate to meet the objectives of the service and for personal development
• To take responsibility for self-development on a continuous basis, undertaking on-the- job training as training is required.
• To the complete of all mandatory training required by the organisation and ensure all modules are within date

Person Specification
Experience
Essential

• Previous Admin/Office experience
• Previous NHS experience.
• Previous experience of booking and changing appointments
• Previous Experience of Using RIO and other patient Data entry Systems
• Knowledge of a range of computerised software including Microsoft packages. E A/I Previous Experience of
• Previous experience of dealing with the public face to face and over the telephone

Knowledge, Skills and Abilities
Essential

• Ability to work as part of a team
• Ability to act appropriately in stressful situations
• Willingness to undertake and use training relevant to the post
• Ability to communicate in a clear and professional manner

Personal Qualities
Essential

• Personally/professionally responsible
• Flexible approach to changing circumstances and departmental needs
• Good organisation, time management and prioritisation skills

Education/Qualifications
Essential

• GCSE/O Level or equivalent / Higher Education to A level or or equivalent experience
• Excellent written/spoken English

Person Specification
Experience
Essential

• Previous Admin/Office experience
• Previous NHS experience.
• Previous experience of booking and changing appointments
• Previous Experience of Using RIO and other patient Data entry Systems
• Knowledge of a range of computerised software including Microsoft packages. E A/I Previous Experience of
• Previous experience of dealing with the public face to face and over the telephone

Knowledge, Skills and Abilities
Essential

• Ability to work as part of a team
• Ability to act appropriately in stressful situations
• Willingness to undertake and use training relevant to the post
• Ability to communicate in a clear and professional manner

Personal Qualities
Essential

• Personally/professionally responsible
• Flexible approach to changing circumstances and departmental needs
• Good organisation, time management and prioritisation skills

Education/Qualifications
Essential

• GCSE/O Level or equivalent / Higher Education to A level or or equivalent experience
• Excellent written/spoken English

Skills Required