Band 3 Senior Booking Clerk

NHS; Birmingham; On-site; GBP 24,000 - 26,000; Full time

Job summary

Join the NHS as part of the Central Booking Service team, where you will provide essential support in managing appointments and delivering excellent customer service. This role involves working closely with parents and service users, ensuring efficient booking processes and accurate data management. If you are enthusiastic and dedicated, this permanent full-time position offers a chance to contribute to the healthcare community in Birmingham.

Qualifications

• Experience in a customer service role is essential.
• Ability to manage appointments and handle sensitive information.
• Knowledge of NHS systems like RiO is advantageous.

Responsibilities

• Manage appointment bookings and call management for parents and service users.
• Ensure accurate input of clinical activity data.
• Supervise workload and train junior staff as needed.

Skills

Customer Service

Data Entry

Communication

Tools

RiO System

Choose & Book System

Job description

Job summary

Please previous applicants do not apply.

***This job advert will close as soon as sufficient applications have been received. Please apply promptly if interested.***

We are seeking enthusiastic, dedicated staff to join our busy Central Booking Service (CBS) within the Children and Families Division.

The main duties include supporting the Central Booking Service and Operational Team Leader to provide a professional appointment booking and call management service to parents, carers, and service users. The post involves working as part of the CBS team to route calls to appropriate clinicians, book patient appointments via telephone and the RIO system, and ensure accurate input of clinical activity data.

Main duties of the job

The CBS is often the first contact for parents and carers with the Children & Families Division and acts as the 'shop window' for Health Visiting Services. The post holder will deliver excellent customer service, maintaining politeness and courtesy at all times.

Responsibilities include managing workload, maintaining up-to-date knowledge of CBS services, and rotating with team members to cover all areas within the CBS.

About us

Be Part of Our Team...

Birmingham Community Healthcare NHS Foundation Trust (BCHC) employs over 5,000 staff across Birmingham and the West Midlands, delivering a wide range of community and specialist healthcare services, including services for children, young people, and families, as well as adults and community services. We are committed to providing integrated, personalized care rooted in local communities, aiming to deliver outstanding NHS services in the West Midlands.

If you want to be part of our team and contribute to better care and healthier communities, we look forward to hearing from you.

Details

• Date posted: 21 May 2025
• Pay scheme: Agenda for Change
• Band: Band 3
• Salary: £24,625 to £25,674 per annum (pro rata)
• Contract: Permanent
• Working pattern: Full-time
• Reference number: 820-7154316-CF
• Job locations: Gee House, Holborn Hill, Birmingham, B7 5JR

Job description

• Manage clinics and waiting lists within Health Visiting Hub.
• Prepare and track clinical records for all patients booked within the CBS, ensuring appropriate records are filed/stored per Trust policies, and are available to clinicians prior to appointments.
• Manage and book appointments on the RiO and Choose & Book systems.
• Contact parents/carers of children who miss appointments to ascertain reasons and rebook within targeted timescales.
• Handle clinic changes/cancellations on the RiO system following SOPs.

Appointment/Pre-Clinic Activity

• Book appointments within clinic rules and timescales, including making and receiving calls.
• Support the directorate in meeting national targets (e.g., Hub).
• Offer appointment choices aligned with national guidance; liaise with Health Visiting Service regarding interpreting needs.
• Respond to stakeholder queries related to appointments and activity, including clinic utilization and non-attendance reasons.
• Stamp and register referral letters on RiO within 24 hours of receipt.
• Collect missing demographic details and contact referrers or patients to complete referrals.
• Maximize clinic capacity, report underutilization for action.
• Offer revised appointment dates for requests or clinician-initiated changes.
• Confirm appointments and changes via letter and record on RiO.
• Follow up with telephone confirmations for short-notice rescheduling.

Post-Clinic Activity

• Input clinical activity data onto RiO accurately and timely (by day 7 of each month).
• Coordinate with teams and authorities on data quality issues.
• File activity forms promptly for audit purposes.
• Maintain patient confidentiality and provide non-clinical information as needed.

General duties

• Supervise workload and train staff, covering for juniors as needed.
• Participate in rotational tasks, ensuring telephone coverage.
• Adhere to SOPs and codes of conduct, updating as needed.
• Participate in audits, report validation, and review junior work.
• Maintain confidentiality per Data Protection Act and Caldicott Principles.
• Engage in annual appraisals and personal development planning.
• Participate in pilots/trials of new clinic activity collection technology.
• Handle complex/sensitive patient information, including Child Protection referrals.
• Prepare and dispatch patient notes for new patients.
• Archive patient correspondence per record-keeping policies.
• Update RiO following notifications of patient deaths.
• Follow escalation policies for issues with clinic times, waits, or data inputting, reporting to team leaders.