NHS Bookings Team Member
Position Reports To: NHS Spot Contract Delivery Manager
Contract: Fixed Term Contract – 6 Months
Hours: Full Time – 40 hours per week
£30,000 per annum (pro rata)
Closing Date - 14th August
Overview of Elanic Hospital
Elanic is a private hospital provider, with a Hospital and Clinic on Bath Street, Glasgow City Centre.
Facilities include three operating theatres, one of which is an Ultra-Clean laminar flow theatre, capable of joint surgery. In addition to the operating theatre capacity, the hospital has; five inpatient bedrooms, one of which offers high dependency functionality; a daycase surgery recovery suite; and consulting space.
The hospital offers treatments/procedures in multiple specialties including Orthopaedic, General, Bariatrics, Plastics/Cosmetics, Urology, ENT, Gynaecology, and more.
Overview of Position
The NHS Bookings Team Member is a key front-line role within the NHS spot contract delivery team, responsible for contacting patients referred to Elanic under NHS spot contract arrangements and guiding them through to a booked appointment or procedure, in line with the NHS scheduling pathway.
This is very much a patient-facing, telephone-based role. Many of the patients contacted will be waiting for NHS treatment, may not be familiar with private hospital settings, and may feel anxious or uncertain about their care. The post-holder will need to combine efficient, accurate administration with a warm, patient, and reassuring manner – making sure every patient feels listened to, well informed, and confident in the arrangements being made for them.
Working closely with, and reporting into, the NHS Spot Contract Delivery Manager, the NHS Bookings Team Member will play a direct part in helping Elanic hit its NHS spot contract delivery targets, by ensuring patients are contacted promptly, booked efficiently, and supported through to their appointment.
This is a fixed term position for an initial period of 6 months, full time at 40 hours per week.
Personal Attributes & Skills
Essential:
- Excellent telephone manner, with clear, confident, and friendly communication
- Genuinely empathetic and patient-focused, with the ability to put anxious or uncertain patients at ease
- Strong active listening skills, able to pick up on patient concerns and respond sensitively
- Resilient and positive, able to manage a high volume of outbound and inbound calls each day
- High attention to detail and accuracy, particularly when booking appointments and recording information
- Comfortable following structured scheduling pathways, processes, and contact timescales
- Confident using CRM and booking systems, with good general IT skills
- Well organised, with the ability to manage and work through a daily patient contact list
- A team player, comfortable asking for support and escalating concerns appropriately
- Discreet and professional, with a good understanding of patient confidentiality
Desirable:
- Previous experience in a healthcare, NHS, or medical administration setting
- Previous experience in a call centre, contact centre, or telephone-based customer service role
- Understanding of NHS referral to treatment (RTT) pathways or waiting list management
- Experience using Salesforce or a similar healthcare CRM/patient management system
- Basic familiarity with medical terminology and surgical pathways
Key Responsibilities and Duties
Patient Contact & Booking:
- Contact patients referred under NHS spot contracts by phone (and other agreed channels) to arrange consultations and procedures, in line with the NHS scheduling pathway and agreed contact frequency
- Confirm patient availability and preferences, answer routine questions, and book appointments accordingly
- Take time to reassure and support patients who may be anxious or unfamiliar with the process, ensuring every call is handled with warmth, patience, and professionalism
- Provide patients with clear information on next steps, what to expect, and any pre-appointment instructions
- Manage rescheduling, cancellations, and follow-up calls promptly and courteously
- Recognise when a patient's query or concern needs to be escalated to the NHS Spot Contract Delivery Manager or a clinical member of the team, and do so promptly
Pipeline & List Support:
- Work through allocated patient contact lists daily, ensuring no patient falls outside agreed contact timescales
- Proactively support the filling of theatre list availability, working to the priorities set by the NHS Spot Contract Delivery Manager
- Flag patients who are hard to reach, unwilling to proceed, or otherwise at risk of falling out of the pathway
Data & Administration:
- Accurately log every patient interaction and outcome in the CRM system, in real time wherever possible
- Ensure all booking and patient details are entered correctly and completely, to support accurate scheduling
- Keep patient records up to date, supporting good data hygiene across Elanic systems
- Carry out general administrative tasks in support of the NHS Bookings Team as required
Key Metrics Related to the Role
- Number of patients contacted / calls made per day, and adherence to agreed contact timescales
- Booking conversion rate (patients contacted who go on to book an appointment or procedure)
- Contribution to theatre list utilisation / fill rate
- CRM data accuracy and completeness
- Patient satisfaction and feedback on their booking experience
- Call quality, including tone, accuracy, and adherence to process
(The above is neither inclusive nor exhaustive and other duties / objectives / goals may be reviewed and changed from time to time as business needs dictate and in agreement with job holder.)
Pay: £30,000.00 per year
Work Location: In person
