Patient Experience Booking Coordinator

Cambridge University Hospital NHS Foundation Trust Patient Experience Booking Coordinator The closing date is 17 November 2025 The Patient Experience Booking Coordinator provides professional administrative support within Outpatients, ensuring a high standard of service to patients, relatives, and colleagues. The role supports interpreting, accessibility, and main reception services, helping to deliver an efficient and positive patient experience across the department. Main duties of the job Provide administrative support across the Patient Experience and Outpatient teams. Respond to patient, staff, and relative enquiries via phone, email, and in person. Book interpreting and accessibility services accurately and in line with Trust procedures. Register, check, and update patient and referral information on Trust systems. Maintain accurate records and spreadsheets to support reporting and monitoring. Cover the outpatient main reception, assisting patients and providing information as required. Liaise with internal teams and external providers to ensure timely coordination of services. Attend meetings, take notes, and complete general administrative tasks including photocopying and filing. Support colleagues during periods of absence to maintain continuity of service. Undertake any other duties relevant to the post to support effective patient care and service delivery. You will handle patient and referral-related enquiries, respond to calls and emails, and update patient information accurately on Trust systems. You will liaise with colleagues to book interpreting and accessibility services, maintain records and spreadsheets, and provide reception cover as needed. About us Our Trust Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke's Hospital and the Rosie Hospital in Cambridge. With over 13,000 staff and over 1100 beds the priorities of the Trust focus on a quality service which is all about people - patients, staff and partners. Recognised as providing 'outstanding' care to our patients and rated 'Good' overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here. CUH's values - Together - Safe, Kind, Excellent - are at the heart of patient care, defining the way all staff work and behave. The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population. CUH is committed to promoting a diverse and inclusive community - a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential. We want to ensure our people are truly representative of all the communities that we serve. We welcome applications for all positions in the organisation irrespective of people's age, disability, ethnicity, race, nationality, gender identity, sex, sexual orientation, religion or belief, marriage and civil partnership status, or pregnancy and maternity status or social economic background. Job responsibilities Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities. As per Home Office guidelines, please be aware that, unfortunately, the Trust is unable to offer sponsorship for this particular position. Due to Home Office immigration rules, a full time permanent vacancy cannot be filled by individuals on a Student visa. Therefore, please be advised that if you are a Student visa holder, we will not be able to offer you a full time permanent contract unless you have: applied for a Graduate visa or you will have successfully completed your course and have applied for a Graduate visa before the anticipated start date of your employment or the Trust has agreed that they will Sponsor you as a Skilled Worker and you will complete your studies within 3 months of the anticipated start date of employment This vacancy will close at midnight on 17th November 2025 Interviews are due to be held on 26th November 2025 Benefits to you At Cambridge University Hospitals, we want to do all we can to support good working days. We offer development opportunities and a wide range of benefits, including on-site leisure facilities, shopping concourse and day nurseries. Our good work programme currently includes providing reduced cost Stagecoach bus travel to and from Cambridge University Hospital site. Park and Ride bus journeys between Babraham Road and Trumpington sites are free, as is the route to and from Cambridge train station and our hospitals. We also subsidise the cost of parking on site for eligible staff. On CUH campus, hot food is available 24/7 and at a reduced cost for colleagues. Recently we launched the first of our staff pod break spaces. Located in the Deakin Centre, we have a purpose-created colleague-only caf, with free tea and coffee, a break space and private outside area for colleagues to rest, refuel and recharge. Just one of the ways we are working hard to support good working days at CUH. CUH is committed to assisting employees in achieving a good work-life balance irrespective of role or personal circumstances. Flexible arrangements may include, but are not limited to, part-time working, job-share, term-time working and flexible start and finish times. Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases, alternative working hours will be considered. We welcome applications from the Armed Forces. Person Specification Qualifications Educated to GCSE level or equivalent NVQ level 2 Customer Service/ Business Admin /ITQ or equivalent experience Typing qualification or equivalent Secretary qualification or equivalent Experience Experience of working in a busy office environment or reception role Experience of prioritising, planning and organising own tasks Working with guidelines Experience of customer service or dealing with the public Experience of IT packages - Microsoft Office Previous experience of working in the NHS Familiarity with Epic computer system Experience of dealing with difficult situations and confrontations Knowledge Understanding of confidentiality and data protection Understanding of customer service Knowledge of the Trust including awareness of the Trust's priorities Knowledge of Trust information systems Skills Good communication skills including telephone, email and face to face Ability to work as part of a team Ability to follow processes and procedures High level of ability to organise and manage own time keeping to schedule and deadlines Accurate and speedy typing and key board skills Good organisational skills Ability to meet deadlines Willing to take on/learn new skills Ability to show attention to detail and accuracy Ability to adapt to changeAbility to work under pressure Ability to store and safeguard confidential documents Ability to touch type Additional Requirements The ability to understand and behave at all times, towards patients, visitors and colleagues according to the Trust values of safe, kind, excellent Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. 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