Appointment Coordinator

Job Title: Appointment Coordinator

Location: Cape Town, South Africa

About the Role

KMS ADHD Services is looking for a highly organised, proactive and patient-focused Appointment Coordinator to support the delivery of our Adult and Children & Young People (CYP) ADHD services.

The successful candidate will act as the central coordination point between patients, families, clinicians, GPs and other stakeholders, ensuring that referrals, assessments, appointments and ongoing care activities are managed efficiently.

This is a key administrative and operational role, responsible for coordinating the patient journey, maintaining accurate records and ensuring clinical teams have the information and support needed to deliver effective patient care.

Key Responsibilities

Referral and Pathway Coordination

• Receive, process and record incoming referrals.
• Manage NHS, Right to Choose (RTC) and private referrals.
• Check referral information and request outstanding documentation.
• Coordinate referral triage and communicate outcomes to patients and referrers.
• Maintain waiting lists and monitor referral progress.
• Act as the first point of contact for patient enquiries.
• Send payment links and coordinate appointment bookings.
• Escalate urgent referrals, safeguarding concerns and potential clinical risks.

Patient Communication and Pre-Assessment Administration

• Manage telephone enquiries, emails and service inboxes.
• Support patients, parents and carers throughout the ADHD pathway.
• Send assessment packs, consent forms, developmental history questionnaires and school reports.
• Request GP information and supporting documentation where required.
• Follow up on outstanding forms and ensure all mandatory information is received before appointments.
• Identify and document reasonable adjustment requirements.
• Manage cancellations, rescheduling requests and patient concerns.

Appointment and Diary Management

• Schedule ADHD assessments, feedback appointments, MDT meetings and clinical reviews.
• Coordinate medication initiation, titration, physical health, shared care and annual reviews.
• Manage clinician diaries and coordinate virtual and face-to-face appointments.
• Send appointment confirmations and reminders.
• Monitor cancellations, DNA rates and clinic utilisation.
• Identify capacity challenges and support efficient appointment scheduling.

MDT and Clinical Administration

• Coordinate multidisciplinary team (MDT) meetings and prepare relevant documentation.
• Arrange clinician attendance, prepare agendas and record meeting outcomes.
• Track actions arising from MDT discussions.
• Maintain accurate patient records and upload relevant documentation.
• Coordinate medication pathway administration, including monitoring information, GP correspondence and outstanding Shared Care Agreements.
• Ensure clinical decisions and medication-related correspondence are communicated appropriately.

This is a non-clinical role and does not involve prescribing or making clinical decisions.

Governance, Compliance and Reporting

• Support monthly audits covering referrals, patient records, consent, waiting lists and appointment utilisation.
• Prepare KPI reports covering referral volumes, waiting times, assessment completion, DNA rates and medication review compliance.
• Maintain governance dashboards, action trackers and supporting documentation.
• Assist with CQC inspections, internal audits and commissioner audits.
• Support compliance with GDPR, information governance, CQC Fundamental Standards and NICE Guidelines.
• Escalate safeguarding concerns and follow relevant incident reporting procedures.
• Identify opportunities to improve administrative processes and service efficiency.

Workforce and Capacity Support

• Monitor clinician availability, appointment capacity and clinic utilisation.
• Track annual leave and identify potential scheduling or workforce challenges.
• Support capacity planning by monitoring patient demand against available clinical resources.
• Highlight operational risks and recommend improvements where appropriate.

1. Essential Requirements

• Previous experience in healthcare administration, appointment coordination or pathway coordination.
• Excellent organisational and time management skills.
• Ability to manage multiple priorities and strict deadlines.
• Strong written and verbal communication skills.
• Experience using electronic patient record systems or similar platforms.
• Good understanding of GDPR, confidentiality and information governance.
• Proficiency in Microsoft Office, particularly Excel, Word and Outlook.
• Experience preparing reports and working with data.
• Understanding of safeguarding principles and escalation procedures.
• Strong attention to detail, accountability and problem-solving skills.

1. Desirable Requirements

• Experience within ADHD, mental health or neurodevelopmental services.
• Knowledge of NHS and Right to Choose pathways.
• Understanding of CQC requirements and NICE Guidelines.
• Experience coordinating MDT processes.
• Exposure to clinical governance, audits and quality assurance.
• Knowledge of safeguarding children and adults.

1. Key Competencies

The ideal candidate will be:

• Highly organised and detail-oriented.
• Patient-focused, professional and empathetic.
• Proactive and accountable.
• Confident communicating with patients, families and clinical teams.
• Able to manage competing priorities in a fast-paced environment.
• Comfortable handling sensitive information.
• A strong problem-solver with the ability to take ownership of tasks.

1. Overall Role Objective

The Appointment Coordinator will act as the operational hub for both Adult and CYP ADHD pathways, taking ownership of the majority of non-clinical coordination and administrative activities.

The overall objective is to ensure efficient referral management, accurate documentation, effective appointment scheduling and consistent patient communication, allowing clinicians to focus on delivering safe, high-quality patient care while improving overall service efficiency and capacity.