Appointment Booking Centre Clerk

Midlands Partnership NHS Foundation Trust; Heath Hayes; On-site; GBP 21,000 - 25,000; Full time

Job summary

Midlands Partnership NHS Foundation Trust is seeking an Appointment Booking Centre Clerk to handle a high volume of patient calls and support Therapy Services within the South Division. You will follow procedures, manage your time, and work in a team while using the RiO booking system to appoint, cancel and rearrange appointments, ensuring confidentiality at all times.

The role offers training on IT systems and the chance to develop within a respected NHS Trust serving Staffordshire,

Qualifications

• Good standard of education.
• RSA 2, Business Administration NVQ level 2 or equivalent.

Responsibilities

• Handle a large number of incoming calls from patients.
• Provide administrative support in the booking centre using RiO.
• Maintain confidentiality per Caldicott Guidance and Data Protection Act.
• Communicate non-clinical information clearly to patients and carers.
• Work as part of a team and provide cover during absences.
• Provide a customer-friendly service to MPFT patients and carers.
• Appoint, cancel and rearrange appointments using RiO.
• Answer telephone enquiries from the public and healthcare departments.

Skills

Microsoft Office

Prioritise workloads

Confidentiality

Multitasking

IT literacy

Work independently

Education

RSA 2

Business Administration NVQ level 2 or equivalent

Tools

RiO booking system

Job description

Midlands Partnership NHS Foundation Trust

Appointment Booking Centre Clerk

The closing date is 25 November 2026

This role is not eligible for visa sponsorship. If it is identified that you require sponsorship to undertake this role your application may be withdrawn

The post holder will be required to handle a large number of incoming calls from patients. You will be the main point of contact for booking appointments and handling queries for Therapy Services within the South Division.

You need to have the ability to follow processes and procedures, have a high level of ability to organise and manage your own time, keeping to schedules and deadlines and be able to work well as part of a dynamic team.

Members of the team will receive training on all IT systems.

Main duties of the job

The job involves handling a large number of incoming calls from patients, carers, members of the public and Health/Social Care staff.

To provide administrative support in the booking centre using the electronic booking system. Adhering to policies and procedures, maintaining strict confidentiality regarding all information concerning patients and staff at all times in accordance with Caldicott Guidance and Data Protection Act 1998.

To communicate non-clinical verbal and written information in a precise and effective way both internally and externally to patients, relatives and carers for many of whom there may be communication difficulties.

To work as part of a team and also individually to provide high quality booking services and provide cover when needed during times of staff absence or annual leave.

To provide an effective and efficient, customer friendly service to the patients of MPFT, their families and carers.

To appoint, cancel and rearrange appointments as required using the RiO booking system.

About us

Come and work with us at our award-winning NHS Trust, leading the way for trying new and better ways of working to help improve life for our local communities.

We have around 9,000 staff who provide physical and mental healthcare, support for people with learning disabilities, and adult social care across Staffordshire, Stoke-on-Trent, Shropshire, and Telford & Wrekin. We also run regional and national services, including help for new parents (perinatal care), eating disorders, forensic services, sexual health, and support for people in prison with mental health, drug, or alcohol problems.

We offer great career development for both clinical and non-clinical roles, with ongoing training and support to help you learn and grow.

We are 'United in our Uniqueness' and committed to creating a workplace where everyone feels welcome and can be themselves, no matter their background or identity. We want our staff to feel supported and valued, and we aim to build a team that reflects the communities we serve. Together, we can make sure every voice is heard, and every difference is respected.

Please note, we may be required to close this vacancy early if we receive a high volume of applications

Please be aware that the use of artificial intelligence (AI) in completing application forms will be monitored to ensure fairness and transparency. If you have used AI you must state this in your application.

Job responsibilities

To communicate non-clinical verbal and written information in a precise and effective way both internally and externally to patients, relatives and carers for many of whom there may be communication difficulties as a result of old age, hearing loss, pain, fear and language or learning difficulties. Information has to be communicated using relevant speed, accuracy, tact, understanding and confidentiality.

To work as part of a team and also individually to provide high quality booking services and provide cover when needed during times of staff absence or annual leave.

To provide an effective and efficient, customer friendly service to the patients of MPFT, their families and carers.

To appoint, cancel and rearrange appointments as required using the RiO booking system.

To answer telephone enquiries from members of the public and other healthcare departments / professionals.

To work process letters as appropriate in relation to booking.

To provide support and advice, maintain channels of communication and links with clinical and other staff within the department.

To manage the day to day running of clinics ensuring they are used to capacity.

The role is varied and requires confidentiality, initiative, flexibility and capacity of handling peaks in the work programme and an ability to relate to a wide range of individuals on behalf of the MPFT.

Recording accurate, confidential and sensitive patient information.

Person Specification

Qualifications

• Good Standard of Education
• RSA 2, Business Administration NVQ level 2 or equivalent

Experience

• Previous experience of office and Administration procedures
• Previous experience of working in an extremely busy office
• Previous experience of working in a call Centre

SKILLS, KNOWLEDGE & ABILITIES

• Experience of Microsoft Office
• Ability to prioritise own work in an organised and accurate manner to meet deadlines.
• Demonstrate an understanding of confidentiality issues regarding patients, staff and sensitive Trust matters
• Ability to multi-task.
• To demonstrably be able to use information technology and a wide variety of computer programmes on a daily basis.
• Ability to work on own initiative without direct supervision

PERSONAL ATTRIBUTES

• Excellent Communications Skills
• Ability to work to deadlines and prioritise work
• Able to work within a team and use own initiative
• Training and Development: Demonstrate a willingness to undertake further training, identification of own development and training needs.
• Attitude: Display a positive, professional, enthusiastic and helpful approach to meeting the requirements of the post and dealing with requests and queries from internal and external sources.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer name

Midlands Partnership NHS Foundation Trust