BAS Hub Booking Specialist

Calderdale and Huddersfield NHS Foundation Trust; Huddersfield; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Flexible working

Job summary

Calderdale and Huddersfield NHS Foundation Trust in Huddersfield is seeking a Band 2 Booking Administration Assistant to support the Outpatient Directorate. You will handle phone calls and emails from patients, book, reschedule and cancel appointments, and maintain accurate patient information across multiple systems.

This role offers full-time hours, flexible working options, and the chance to contribute to a patient-centred service.

Qualifications

• GCSE English grade 3-9 (A*-D or equivalent), GCSE Mathematics grade 3-9 (A*-D or equivalent)

Responsibilities

• Handle phone calls and emails from patients, addressing enquiries such as booking, rescheduling and cancellations.
• Maintain accurate patient information across electronic systems (EPR, ERS, DrDr, etc.).
• Book, reschedule and cancel appointments as requested by clinicians and services; coordinate interpreters where needed.
• Provide support with staff training and general office administration; contribute to team engagement and service improvements.

Skills

Customer service

Phone handling

Attention to detail

Organisational skills

Education

GCSE English and Maths

Job description

Main area Administration Grade NHS AfC: Band 2 Contract Permanent Hours

• Full time
• Flexible working

37.5 hours per week (up to 37.5 hours per week) Job ref 372-FSS3156-A

Employer Calderdale and Huddersfield NHS Foundation Trust Employer type NHS Site Huddersfield Royal Infirmary Town Huddersfield Salary £25,272 per annum, pro rata Salary period Yearly Closing 04/10/2026 23:59 Interview date 15/10/2026

Calderdale and Huddersfield NHS Foundation Trust (CHFT) are committed to equal opportunities and welcome applications from all sections of the community, regardless of any protected characteristics.

We are committed to recruiting to our values. Leading One Culture of Care underpins our values by creating an environment, tone and behaviours across all parts of the Trust that are fundamentally rooted in compassionate care.

We are open to considering a wide range of flexible working arrangements. There are opportunities to flex the days of the week, hours and times of work and place of work including: part-time, job-share, flexible working hours and the possibility to work from home when appropriate. Please talk to us during the interview process to discuss any flexibility that you may require.

We received our Silver Award from the Defence Employer Recognition Scheme which is helping actively promote SaBRE - Supporting Britain’s Reservists and Employers. This means that we provided its statement of intent to support all Defence personnel and we welcome application to work for us.

Our Future Plans

The Department of Health and Social Care has awarded capital funding to invest in local health services at both Calderdale Royal Hospital and Huddersfield Royal Infirmary. This is a significant investment and an opportunity to enhance services for our populations in Calderdale and Huddersfield and West Yorkshire for generations to come. To find out more, please visit https://future.cht.nhs.uk/

Job overview

Working as part of the Bookings Administration Service (BAS) for the Outpatient Directorate, this role involves providing high-quality administrative support within a patient-focused environment. Key responsibilities include handling phone calls and emails from patients, addressing a wide range of enquiries such as booking, rescheduling, and cancelling appointments, and maintaining accurate patient information across multiple electronic systems (EPR, eRS, DrDr, etc.). The Support Hub sits alongside the Booking Hubs providing clinic template and patient contact centre functionality.

The position requires effective management of outpatient services including appointment scheduling (with interpreters when needed), DNA actions, referral registrations, and short-notice bookings. The role also supports clinicians by executing appointment-related requests and ensuring booking processes are followed.

Staff will be expected to meet key performance indicators (KPIs) and contribute to service improvements through engagement in pathway development and pilot initiatives.

Main duties of the job

This role provides comprehensive administrative support within the Bookings Administration Service, acting as a key point of contact for patients and services. You would be responsible for managing outpatient appointments, including booking, rescheduling and cancellations, while handling patient enquiries via telephone and email.

The post holder will maintain accurate patient information across electronic systems, processes referrals and clinical administration tasks through EPR, eRS, DrDr and other Trust systems, and coordinate additional patient support services such as interpreters and alternative communication formats.

In addition, the post holder provides support with staff training, general office administration and actively contributes to team engagement and the promotion of high-quality outpatient services.

Working for our organisation

CHFT is an integrated acute and community Trust serving diverse communities across Calderdale and Kirklees, with strong partnerships across West Yorkshire. We are proud of our One Culture of Care — caring for each other with the same compassion, kindness and respect that we show our patients — and of the values that underpin how we work: we put people first, we go see, we work together to get results, and we do the must dos.

CHFT is recognised as a forward looking, digitally enabled Trust, with a strong track record of using data, innovation and system collaboration to improve quality, safety and outcomes. We are ambitious about the role that acute trusts play in prevention, population health and reducing inequalities, and this post sits at the heart of that agenda.

Detailed job description and main responsibilities

• Handling and receiving phone calls and emails from patients and being able to assist them with a variety of enquiries including booking, rescheduling and cancelling appointments.
• Demonstrating tasks as part of staff training.
• To proactively ensure that all information held on electronic systems is correct and up to date.
• Booking, cancelling and rescheduling appointments at the request of clinicians and services as well as being able to utilise relevant computer systems in order to ensure that patients are booked in priority order.
• Book, reschedule and cancel interpreters in relation to outpatient appointments and request alternative letter types (e.g. braille).
• Action DNAs on eRS.
• Registering non eRS referrals in EPR.
• Create and administer encounters in EPR.
• Complete all relevant actions in DrDr relating to outpatient appointments
• Complete all administrative functions in relation to requests via the Appointment Form system.
• Action deceased list to ensure outpatient appointments are cancelled.
• Ring patients for short notice bookings or cancellations.
• Complete Add / Set administrative functions.
• Follow specific booking processes such as Fracture Clinic or TB.
• Engage in pathway developments and pilots to improve outpatient services.
• Complete advocacy requests from eRS.
• Performing EPR functions for CAS clinics.
• Requesting blood forms or repeat prescriptions for patients.
• Achieving personal KPIs in relation to Hub targets.
• Escalate capacity and demand and slot utilisation issues within the hub for review.
• Utilise multiple KP+ models to complete processes. Full training will be given on all systems and tasks.
• Carry out general office admin duties such as scanning, photocopying and handling post.
• To always maintain confidentiality.
• Be an ambassador for your Hub
• Actively participate in team briefings
• Be responsible for and complete all Essential Safety Training (EST) and any other training required.
• The Support hub and clinic hubs have different functions. This job description encompasses all functions of the Bookings Administration Service.

Person specification

Qualifications and Training

• GSCE English grade 3 -9, (A*-D, or equivalent), GCSE Mathematics grade 3 -9, (A*-D, or equivalent)
• Motivation to develop the role and themselves
• Customer focused training already undertaken

Knowledge, Experience and Expertise

• Experience of working within in a customer focused setting, office/admin environment
• Understanding of the importance of accuracy and confidentiality in handling patient information.
• Awareness of equality, diversity, and accessibility needs (e.g., interpreters, alternative letter formats).
• Ability to demonstrate excellent communication skills.
• Experience using various administrative computer systems and good computer skills
• Able to work quickly and accurately meeting deadlines and performance targets
• Competent IT skills, including Microsoft Office applications.
• Ability to follow processes and standard operating procedures consistently.
• Problem-solving skills and ability to escape issues appropriately.
• Knowledge of EPR / E-Referral (ERS)
• Knowledge of NHS outpatient pathways and booking processes.
• Familiarity with RTT rules and outpatient targets.
• Experience of working within an office-based NHS setting

Communication and Relationships

• Good organisational skills
• Good oral, verbal and written communication skills
• Able to work on own and as part of a team
• Able to handle telephone and email enquiries in a professional manner.
• Strong attention to detail and accuracy.
• Resilient and able to work under pressure while maintaining high service standards.
• Team player with a willingness to support colleagues.
• Flexible and adaptable to service needs.

Our vision is to provide One Culture of Care for one another in order that we can provide compassionate care for the people who use our services. We are passionate about creating a workplace where we work together to get results, encouraging colleagues to have their say, in order to co create the change we want to see. We take pride in the diversity of our workforce that’s why we encourage applications from all. Reasonable adjustments will be made for disabled applicants.

We understand that more applicants are using AI technology to help with their applications. While these tools can be useful, they cannot fully capture your skills, knowledge, and experience. It’s important that you personalise your application. Relying solely on AI is not recommended, as it may reduce your chances of success. Our screening process is thorough, so if you have used AI, please make sure to disclose this on your application form.

Candidates who require a Skilled Worker visa to work in the United Kingdom can determine the likelihood of obtaining a Certificate of Sponsorship for this position by assessing their circumstances against the criteria specified on the Check if you need a UK visa - GOV.UK website. We encourage all applicants to review these criteria carefully to understand their eligibility for sponsorship.

If you are appointed to a post, information will also be transferred into the NHS Electronic Staff Records system. The Inter-Authority Transfer (IAT) process is a critical and beneficial component of ESR and following interview your previous NHS employment data, if applicable will be transferred from your current / most recent employer.

You may be required to undertake a DBS. The Trust will administer the DBS check on your behalf and will recover the cost (Enhanced £54.40, Standard £26.40 or Basic £26.40) from your salary when you commence in post (including Internal staff). You will also be required to participate in the DBS Update Service and pay the £16 cost per year. This is a condition of your employment.

CHFT is part of the West Yorkshire Association of Acute Trusts (WYAAT), a collaborative of the NHS hospital trusts from across West Yorkshire and Harrogate working together to provide the best possible care for our patients.

If you have any questions please contact [e-mail] for assistance.

Employer certification / accreditation badges

At Calderdale and Huddersfield NHS Foundation Trust, we are excited to offer a range of volunteering roles, providing rewarding personal and professional opportunities for people from all backgrounds across a wide age range from our local communities, ensuring our volunteers are representative of our service users.