Urology Outpatient/Cancer Booking Clerk

University Hospitals Sussex NHS Foundation Trust (279)

Urology Outpatient/Cancer Booking Clerk

The closing date is 09 February 2026

Responsibilities

The post holder will be expected to provide support to the Urology Service. An up to date knowledge of outpatient clinics and cancer targets will be required to enable the post holder to make, amend, and cancel appointments. They will be expected to adapt and prioritise their workload. The role will range from registering a new patient, handling GP and patient queries for clinics, making appointments using Trust systems such as full and partially booked appointments, answering telephone calls from patients or GP's, and managing a shared email inbox and updating the Cancer Patient Tracking List (PTL).

1. Ensure all phone calls are dealt with in a professional and timely manner, adhering to local targets.
2. Deal with patient enquiries professionally and in line with Trust SOPs.
3. Assist and be proactive in all modernisation projects that concern the team and improve patient pathways.
4. Be multi skilled and able to assist in all areas of the department as and when required.
5. Update patient records on all electronic systems, maintaining confidentiality.
6. Record patient cancellations in the Patient Access System (PAS) and other systems, noting reasons immediately.
7. Adhere to the Trust Access Policy regarding missed or delayed appointments.
8. Maintain a direct, full and partial booking system by agreeing dates with patients or GPs at the time of their call or per electronic booking protocols.
9. Work with the team leader to communicate issues, solve problems, and provide a customer focused approach.
10. Handle patient/staff complaints professionally and aim to resolve them before formal escalation.

Main duties of the job

Key duties include appointment management, patient and GP communication, support for modernisation projects, confidential record keeping and coordination with the team leader.

About us

At UHSussex, diversity is our strength. We strive to deliver Excellent Care Everywhere, with an Outstanding for Caring CQC rating. We offer a supportive environment, staff networks, a buddy system, and are a Disability Confident Employer (Level 3) and a Veteran Aware Trust.

Candidate Pack

This role does not meet the minimum criteria for visa sponsorship under current UK immigration rules; applicants must already have the right to work in the UK or have at least 18 months remaining on a Graduate visa.

Communication

• Provide extra support for patients with additional needs.
• Communicate clearly and concisely when booking appointments, especially for patients with barriers such as challenging behaviour, learning disability, or recent bereavement.
• Use empathy, tact and diplomacy with staff and patients who may be hostile or antagonistic.
• Answer internal and external telephone enquiries efficiently and timely.

Person Specification

• 5 GCSEs (A C) or equivalent, including English and Maths.
• Demonstrated knowledge of booking/appointment procedures and systems.
• Good literacy and numerical skills to record patient details.
• Knowledge of confidentiality issues relating to the Data Protection Act and Computer Misuse Act.
• Able to interact with tact and diplomacy with patients and staff at all levels.
• Able to communicate complex information where there are barriers to understanding.
• Analytical and judgemental, assessing facts to make judgements from telephone enquiries.
• Use own judgment to independently assess enquiries as first point of contact.
• Able to work unsupervised.
• Competent in MS Word and MS Excel and willing to learn new technology.
• Educated to at least NVQ Level 3 or equivalent.
• Keyboard skills to RSA Level 3 or equivalent.
• Experience of working in a hospital booking team.
• Experience of working in a hospital environment.
• Working conditions: long periods of sitting at a computer and using a VDU.
• Able to contribute to team performance, be considerate towards others and flexible to meet the needs of the role.
• Able to exercise discretion to ensure patient confidentiality is maintained at all times.

Equality Diversity and Inclusion

• Evidence of having undertaken own development to improve understanding of equalities issues.
• Evidence of having championed diversity in previous roles.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires submission of a Disclosure for DBS check.

Employer name

University Hospitals Sussex NHS Foundation Trust (279)