KEY RESPONSIBILITIES:
The Bookings Officer is responsible for the seamless coordination and management of all patient booking activity across the organisation. Acting as the central point of contact for scheduling, the post holder will oversee the full bookings lifecycle, from patient referral through to appointment booking, ensuring an outstanding experience for all clients, patients, or service users. This is a fast-paced, detail-oriented role requiring excellent communication, strong organisational skills, and a proactive, solutions focused approach.
MAIN DUTIES AND RESPONSIBILITIES:
Bookings & Scheduling
- Manage all incoming referral requests via telephone, email, and online platforms, always ensuring a prompt and professional response
- Coordinate the full scheduling process for appointments, events, or services, maintaining accurate and up-to-date records in the patient management system
- Liaise with relevant internal teams, clinicians, consultants, and service providers to confirm availability and allocate appropriate resources
- Handle booking amendments, cancellations, and rescheduling requests efficiently, minimising disruption to operations
- Issue booking confirmations, reminders, and any relevant pre-appointment or pre service information to clients
- Monitor waitlists and proactively fill cancellation slots to optimise capacity and reduce revenue loss
Client & Stakeholder Communication
- Serve as the primary point of contact for all booking-related enquiries, delivering a warm, professional, and responsive service
- Build and maintain strong relationships with clients, referrers, consultants, and third party partners
- Manage and respond to the administration inbox in a timely manner, escalating complex queries to the appropriate team member where necessary
- Handle sensitive enquiries with discretion, maintaining strict confidentiality of all personal, medical, and financial information in line with GDPR and organisational policy
Administration & Reporting
- Maintain accurate booking records and databases, ensuring all information is entered correctly and kept up to date
- Produce regular reports on booking volumes, cancellation rates, capacity utilisation, and other relevant KPIs for management review
- Support the preparation of invoices, purchase orders, or financial documentation relating to bookings where required
- Assist with the monthly compilation of stationery and supplies orders for the team
- Undertake general administrative duties including filing, scanning, photocopying, and document management
Systems & Processes
- Maintain and develop proficiency in the organisation's patient management system (e.g. DGL or equivalent), ensuring best-practice use across the team
- Identify and recommend improvements to booking workflows, processes, and systems to increase efficiency and service quality
- Ensure all bookings comply with relevant internal procedures, referral pathways, and any applicable regulatory requirements
Team & Operational Support
- Work collaboratively with the wider administration and operational team, attending regular team meetings and contributing to continuous improvement
- Support the onboarding and training of new team members on bookings processes and systems as required
- Assist with ad-hoc operational duties as directed by the line manager to meet the needs of the service
- Adhere to all organisational policies and procedures, including undertaking mandatory training as required
- Maintain a tidy and professional working environment, including communal and client facing areas
QUALITICATIONS AND SKILLS REQUIRED:
Essential
- Proven experience in a bookings, scheduling, reservations, or customer-facing administrative role
- Excellent verbal and written communication skills, with a confident and professional telephone manner
- Strong organisational skills with the ability to manage multiple priorities and competing demands simultaneously
- High attention to detail and accuracy, particularly in data entry and record keeping
- Proficient in Microsoft Office (Outlook, Word, Excel) and experience of working with booking or CRM systems
- Ability to work independently and use initiative, as well as collaboratively as part of a team
- Reliable, punctual, and flexible — able to adapt to the changing needs of a busy operational environment
- Commitment to maintaining confidentiality and handling sensitive information with discretion
- Willingness to undergo a DBS check if required
Desirable
- Experience working within a healthcare, hospitality, events, or similarly regulated environment
- Familiarity with patient or client management systems (e.g. DGL or similar)
- Experience producing operational reports and working to KPIs
GENERAL:
- Willingness to work to all Policies and Procedures in place, including undertaking any mandatory training when necessary.
- Ability to work to any deadlines set, using own initiative or as part of a team.
- Flexibility to work occasional out of hours, travel both within and outside of the UK (all expenses will be covered), and assist with any ad-hoc duties that may be required for the Service needs.
- Willingness to undertake an Enhanced DBS check.
SALARY AND BENEFITS:
- Salary: £30,000 per annum
- Contract type: 12-month fixed term contract with potential to extend
- Location: Cambridge
- 40 hours per week over 5 days (Monday to Friday)
- Annual Leave: 25 days starting from 1st March plus Bank Holidays
- Overtime and TOIL available
- Private Health Cover (following completion of the 6-month probationary period)
- Employee pension scheme
- Birthday day off
- Access to EAP (Employee Assistance Programme)
- Bike2work Scheme
Pay: £30,000.00 per year
Work Location: In person
