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Therapies Outpatient Coordinator Job at Nottingham University Hospitals NHS Trust – Nottingham

NHS AfC: Band 4

Main area



NHS AfC: Band 4




Full time – 37.5 hours per week

Job ref







£22,549 – £24,882 per annum

Salary period



30/08/2022 23:59

Job overview

The Outpatient Co-ordinator will work with a variety of specialties including Vascular, Pain Management, Sleep Services, Respiratory, Orthopaedic Service, Physiotherapy & Occupational Therapy delivered across Outpatients.

The Outpatient Co-ordinator ensures the efficient scheduling of patients’ outpatient appointments on behalf of the Therapy & Rehabilitation Directorate Outpatient Services and within NHS target guidelines, escalating issues to the A&C Service Manager as appropriate. Support will be provided to the Service Manager which includes the day to day management of a small administration and Reception team. The post holder will ensure all staff are inducted and provided with appropriate on-the-job training in Trust and departmental policies and procedures, and support new and temporary members of staff, monitoring progress and initiating corrective action where necessary.

Main duties of the job

The post holder will be responsible for the day to day supervision of the outpatient clinics and line management of outpatient administration team at QMC and will work closely with our other Outpatient Co-ordinators and Service Manager within the department to ensure the quality service.

The post holder will also be responsible for overseeing the booking of appointments and procedures, ensuring referrals are dealt with efficiently and that targets are met. The post holder will oversee clinic cancellations and ensure necessary reductions are made in response to clinical staff absences.

In undertaking this role, the employee will be expected to behave at all times that is consistent with and actively supports the Trust values and behaviours.

Working for our organisation

The Therapies & Rehabilitation Service Outpatient A&C Team is part of the Therapies and Rehabilitation Services directorate, which is one of the pathways that together make up the Clinical Support Division at NUH. We are a diverse pathway of AHPs and support staff, employing over 600 staff who work together to deliver the high quality care we aspire to. The Pathway is made up of our HCPC registered AHP professionals comprising of physiotherapists, dietitians, occupational therapists, orthotists, prosthetists and speech and language therapists, as well as our other staff encompassing professions such as nurses, psychologists, administrative and clerical and support workers.

Detailed job description and main responsibilities

Responsible for co-ordinating referrals and bookings of new and follow up appointments.

To be responsible and accountable for identifying and communicating potential problems at an early stage, liaising with non-clinical and clinical colleagues at all levels.

In collaboration with the Service Manager to manage the waiting lists on a day-to-day basis and to ensure that all appointments are provided in keeping with all national waiting time guarantees so that waiting list/times and targets are met.

Participate in planning initiatives to increase capacity where required working with the Service Manager to manage demand and capacity.

Support the Service Manager in the production of Performance and Annual Reports and other documents, e.g. collating and formatting material.

Support the Service Manager with staff management including absence management and pay.

To organise meetings which may involve co-ordinating the diaries of a number of senior staff from within and outside the Trust. This will include booking travel, accommodation, suitable venues and ordering refreshments.

To maintain information systems to support the Service Manager and Lead Clinicians; such as circulation lists, regular meeting dates and venues, etc.

To demonstrate confidence and professionalism at all times when dealing with people.

To type correspondence, reports, agendas and minutes, ensuring confidentiality at all times.

To take notes and minutes at meetings as required picking out key points from the discussions. To develop a good understanding of management processes in order to minute effectively.

To ensure that all necessary files and correspondence are available for meetings and other appointments. The post holder will need to maintain an awareness of ongoing issues and events in order to link appropriate papers and to ensure that outstanding actions are notified to the Service Manager and Lead Clinicians prior to meetings.

Manage and maintain various filing systems.

Recording and communicating absences within the Unit.

To order via e-procurement all non stock goods for the Unit and ensure all orders are recorded accurately.

To be aware of the organisational structure within NUH and relevant organisations externally.

To assist the Service Manager in Human Resource activities including staff recruitment, training and development and participating in the interviewing and evaluation procedures for A&C staff.

Responsible for the line management of the outpatient administrative team, this includes induction of new staff, prioritising workloads and motivating staff to achieve objectives.

To be aware of the administration staffing costs and budget in the unit and work with the Service Manager to manage vacancies and staffing efficiently.

To ensure that all administrative tasks related to recruitment are completed following correct procedures and in a timely manner for both the administration & professional staff.

Assist in and provide advice regarding the development of policy and procedures in the admin services.

Undertake annual appraisal for all administration staff within the Unit and discuss, plan and implement personal development plans for staff. Work with the Service Manager to ensure appraisal trajectories are kept on track, managing any slippage effectively.

Identify appropriate training for staff to facilitate improved performance and personal career development in accordance with Trust policy/procedure.

Work with the Service Manager to ensure unit staff attend mandatory training as required to role and this is kept up to date and trajectories on track, managing any slippage effectively.

Identify appropriate training for staff, to facilitate improved performance and personal career development in accordance with Trust policy/procedures.

Co-ordinate annual leave to ensure adequate staffing levels are maintained at all times, escalating any shortfalls/problems to the A&C Service Manager.

Responsible for management of KPI’s to support delivery of Trust Access Targets in line with departmental SOP’s.

Responsible for cancelling/reducing clinics in response to medical staff absences.

Alert A&C Service Manager to any capacity issues.

To respond promptly and appropriately to enquiries and requests for information and advice made either in person, by correspondence or over the telephone.

To deal with a range of complex queries in the absence of management team ensuring matters are assigned to relevant members of staff.

To demonstrate confidence and professionalism in managing people at all levels.

To work closely with other members of the multi-disciplinary team to ensure the best possible service is provided.

Person specification

Training & Qualifications

Essential criteria

Good general education to A Level standard or similar through vocational training

Good command of the English language both written and spoken

NVQ Level 3/4 in administration or equivalent experience

Excellent IT and keyboard skills

Desirable criteria

Management Training / qualification


Essential criteria

Proven experience of working within a clerical environment

Experience of waiting list management within the NHS

Experience of Microsoft Office

Relevant practical experience in a supervisory / business support role

Proven experience of supervising a team

Experience of using data systems and ability to interpret information

Ability to delegate work to staff

Experience or ability to demonstrate changes to own work area and contribute to service improvement

Desirable criteria

Experience of the NHS in a similar role within a large acute teaching hospital

Use of NHS data Systems, stock ordering systems

Experience of Medway PAS and Notis

Communication & Relationship Skills

Essential criteria

Ability to build and maintain good working relationships with staff at all levels

Ability and experience to be discerning in sensitive situations

Ability to deal with conflict in a diplomatic and tactful manner

To show Initiative

Excellent time management skills

Excellent customer service/care skills

Proven record of planning, organisation and administration skills

Ability to supervise / manage a team

Ability to deal with tight deadlines in a balanced and good humoured manner

Ability to communicate clearly and concisely both verbally and in writing

Analytical and Judgement skills

Essential criteria

Ability to interpret Management Reports, and develop business capability in order to (over time) provide advice to Management

Ability to recognise and advise senior managers on operational issues affecting waiting lists and capacity

Able to suggest solutions to complex issues and identify new approaches and ideas to problems

Use judgement and decision making skills

Understanding of the Data Protection Act 1998 and be fully conversant with patient confidentiality

Planning and organisation skills

Essential criteria

Ability to organise and manage own workload and that of the team effectively

Able to multi-task

meticulous attention to detail

Ability to manage and implement change

Consistently works to a high standard

Able to work autonomously with the confidence to make decisions and implement actions knowing when to ask for advice

The ability to work within prescribed deadlines

Ability to analyse and manage conflicting demands and prioritise workload

Desirable criteria

To be able to work on their own

Physical Skills

Essential criteria

Good IT Skills

Able to use various items of office equipment

Prolonged use of VDU, keyboard, telephone

Other Requirements

Essential criteria

Flexibility to work across the 2 campuses

Able to be flexible with hours e.g. early starts or later finishes

Demonstrates an awareness the importance of prompt timekeeping and good attendance at the workplace

Remains calm and cooperative under pressure or in difficult and uncertain circumstances and gives consistent and stable performance

Displays self-confidence, innovation and a positive image


Bring your whole self to work for us at NUH. We love diversity and we value your difference, your unique skills, knowledge and experience. Becoming one of our people may realise your potential, helping us to raise our performance in delivering world class healthcare to the diverse patient populations we serve.

We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are currently under-represented at NUH.

Covid-19 vaccination: remains the best way to protect yourself, family, colleagues and our patients/service users from the Covid-19 virus. We continue to encourage our current and potential colleagues to get vaccinated. For helpful advice and information about the Covid-19 vaccination and how to access visit:

Closing Dates: Please submit your application form as soon as possible to avoid disappointment; we reserve the right to close vacancies prior to the published closing date if we receive a sufficient number of completed application forms.

Communication: All communication related to your application will be via the email address you have provided. Please ensure you check your email account including your junk email regularly.

Easy read application: if you have a disability and find it difficult to complete our online application form, you can apply via our easy read application which you can find on the intranet

Salary: The quoted salary will be on a pro rata basis for part time workers.

Disability Confidence: All applicants who have declared a disability and who meet the essential criteria for the post will be shortlisted.

At Risk of redundancy: NHS employees within the East Midlands who are ‘at risk’ of redundancy will be given a preferential interview where they meet the essential criteria of the person specification.

Skilled Workers Visa: We welcome applications from individuals who require a skilled worker visa in line with the Home Office regulations. NON-UK/NON SETTLED candidates may not be appointed, if a suitably qualified and skilled UK/SETTLED candidate is successful at interview stage as it is unlikely that the Trust is able to satisfy the Home Office Visa requirements

ID and Right to work checks: NUH authenticate all ID and right to work documentation such as passports, visa’s and driving license through a system called Trust ID. NUH will scan your ID and right to work documentation in to the Trust ID system at your face to face ID appointment. The system will run a check against the key security features within your documentation. The system will provide us with an outcome of your check which will be stored securely on your personal file along with all other pre-employment check documentation.

Transfer of information: If I have previous NHS service – I consent to the transfer of my Electronic Staff Record (ESR) data between this and other NHS Trusts. I also consent to the Occupational Health Department confidentially accessing my occupational health records from my current or previous employer in order to check the status of my vaccinations, immunisations s and screening tests as relevant to the post. I understand this is an automated process and the information will only be used for these purposes prior to me taking up the position at NUH.

Disclosure and Barring Service: Your post maybe subject to a DBS check which incur a cost dependent on the level of check required (£41.90 for enhanced and £21.90 for standard). I agree to reimburse Nottingham University Hospitals NHS Trust the cost of a Disclosure and Barring Service (DBS) check if it is required (by deduction from first month’s pay). Should I decide to withdraw from my job offer, I agree to reimburse Nottingham University Hospitals NHS Trust the cost of the DBS check undertaken by cheque or other agreed method.

About the Company

Company: Nottingham University Hospitals NHS Trust –

Company Location:  Nottingham

Estimated Salary:

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About Nottingham University Hospitals NHS Trust -