Client Booking and Scheduling Coordinator

As the Client Bookings and Scheduling Coordinator, you are key in ensuring our clients experience a smooth, friendly and efficient experience at the beginning of their assessment journey. You will focus on ensuring clinicians diaries are utilised efficiently and where there are gaps you will work with the Client Bookings and Scheduling Lead to resolve. You work closely with the wider Operations team to ensure our contracts are on track with delivery, making sure key point indicators and service level agreements are met.

You will support the Client Journey Team in delivering our service efficiently and think proactively to ensure project Key Performance Indicators (KPIs) are being achieved.

*Please note, this position will be office based initially, once competent a hybrid model (2 days in office, 3 days from home)*

My Accountabilities - What Can I Expect?

• Liaise with clients and other third parties regarding any information needed throughout the assessment process to ensure there are no delays.
• Ensure the client journey is as short as possible by moving the client through the pathway effectively until completion to improve overall client experience.
• Collaborate with the clinical teams for input on internal or external queries by sharing information, ensuring these get answered promptly.
• Coordinate and manage bookings, schedules, calendars and appointments by keeping systems up to date and communicating effectively across multiple teams or disciplines to ensure a seamless experience.
• Flag clashes, changes, or gaps early and suggest solutions by regularly reviewing schedules and working collaboratively with the team to minimise mistakes and allow processes to continue smoothly, adapting processes if needed.
• Maintain clear, consistent documentation that supports transparency by keeping records up-to-date and concise to ensure information is easy to follow and make it easier for teams to remain aligned.
• Develop an understanding of all Owl services, projects, bookings processes and pathways by attending learning sessions and collaborating with colleagues to confidently support clients and provide a consistent service.

Titration

• Liaise with internal and external stake holders to support the client titration journey such as GPs to check status of Shared Care Agreements and cascade relevant information.
• Checking for all outstanding invoices for private clients by regularly reviewing records to prevent delays in the client journey.
• Chasing deliveries of Prescription, checking for outstanding questionnaires, and medical documents from clients and GPs, to ensure a faster journey thorough the Medication Pathway and Ordering BP Monitors for all relevant clients.

You’re Someone Who Is

• A good timekeeper and stays organised to deliver high-quality work even when priorities shift quickly.
• Able to communicate with stakeholders and management proficiently to establish and maintain relationships.
• Able to use empathy, professional judgement, and practical thinking to resolve challenges calmly and effectively.

You’re Someone Who Has

• Great experience in an administration or data driven role.
• Knowledge of MS office applications (Excel, Word, PowerPoint).
• Healthcare experience or understanding of healthcare ways of working.
• Managed diaries or scheduled appointments for multiple people/clients.

You’re Someone Who Lives By Our Values

• We are One Team
• We are Reliable
• We are Creative
• We are Passionate

Don’t be put off if you cannot tick all the boxes. We know that candidates can be put off applying if you don’t feel you are a 100% there, but we would still love to hear from you! We get that a diverse workforce makes a great workforce, this is the reason we are committed to creating a diverse and inclusive culture where our people can turn up, be themselves & thrive.

We want you to be as relaxed as possible during our selection journey which may require an adjustment to our process. We encourage you to be open about what you need so we can adapt and allow you to thrive.