Booking Clerk

Torbay and South Devon NHS Foundation Trust; Torquay; On-site; GBP 20,000 - 24,000; Full time

Job summary

A healthcare organization in Torquay is seeking a Booking Clerk to join the Patient Access Centre. This role involves managing appointments and providing exceptional customer service as the first point of contact for patients. Ideal candidates should have strong communication skills and experience in a high-volume setting.

Benefits

Flexible working

Support for carers

Diversity and inclusion programs

Qualifications

• Experience in customer service or healthcare environment preferred.
• Ability to handle high call volumes and manage appointments efficiently.
• Strong communication skills required.

Responsibilities

• Handling inbound and outbound calls for patient appointments.
• Booking and canceling outpatient appointments.
• Maintaining patient journey management.

Skills

Customer service

Telephone communication

Organizational skills

Job description

An opportunity has arisen for a Booking Clerk to join the Trust's centralised outpatient appointments team, working 30 hours per week.

Our Booking Clerk role in the Patient Access Centre can offer you variety and challenges, representing the Trust as first point of contact with our patients.

Responsibilities

• Handling inbound calls
• Booking, cancelling and rearranging Outpatient appointments
• Making outbound calls
• Maintaining a high standard of customer service
• Use of hospital systems to effectively support the management of the patient journey
• Managing clinic capacity
• Managing pending lists and wait times
• Processing new referrals from external and internal sources
• Managing theatre and secretary request spreadsheets
• Liaising with colleagues at all levels to ensure the patient journey is smooth
• To work in accordance with the Trust policies at all times

Working for our organisation

The Patient Access Centre is made up of 7 teams that book 95% of the Outpatient Appointments for the Acute and Community settings within Torbay and South Devon Healthcare Foundation Trust. The department handles approximately 500,000 calls a year and books approximately 500,000 appointments a year. The teams are composed of booking clerks and receptionists, with each team having between 6-13 members and mainly working out of a centralised booking office based at Torbay Hospital.

If you provide support to a family member or friend with health or care needs, we aim to be a Carer‑friendly employer. We have a 'Staff Carers' policy which includes flexible working where possible and a Carer's Passport scheme that links you into support and discounts.

IMPORTANT INFORMATION

• We reserve the right to close vacancies early if we receive a high volume of applications. Therefore, we encourage you to apply promptly.
• Please read the job description carefully and tailor your application to reflect the requirements of the role.
• Applicants who identify in their application form they are a part of the Armed Forces community will be guaranteed an interview, provided they meet the minimum essential criteria outlined in the job description and person specification for the role. Step into Health guidance can be found on our NHS Employers website.
• Correspondence will be sent via Trac, text, and email. Please ensure you check your email and Trac account regularly.
• Applicants with no previous NHS experience will ordinarily be appointed to the minimum of the band.
• If you have not received an invitation to interview within 28 days of the closing date, please assume that your application has been unsuccessful on this occasion.
• It is your responsibility to ensure the timely receipt of appropriate references.

Equality and Diversity

The Trust is committed to preventing discrimination, valuing diversity and achieving equality of opportunity. No person (staff, patient or public) will receive less favourable treatment on the grounds of the nine protected characteristics as governed by the Equality Act 2010. If you require support you can obtain this from our Equality Business Forum which has representatives from all protected groups.