Booking Clerk

NHS; Torquay; On-site; GBP 20,000 - 25,000; Full time

Job summary

A regional healthcare organization based in Torquay is seeking a Booking Clerk to join their outpatient appointments team. The ideal candidate will handle inbound and outbound calls, manage appointment bookings, and maintain excellent customer service. Applicants should have a minimum of 4 GCSEs, including English, along with experience in administrative roles or call centers. This is an opportunity to work in a fast-paced NHS environment with a supportive team.

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 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.
• Working in accordance with the Trust policies.

Skills

Administrative or clerical experience

Experience of working in a call centre environment

Experience working with Excel

Experience working with Outlook

Experience with MS Office packages

Previous NHS experience

Knowledge of IHCS

Knowledge of E-Referral service

Knowledge of Patient Target List (PTL)

Knowledge of Referral to Treatment Targets (RTT)

Education

Minimum of 4 x GCSE Grade A-C (including English)

NVQ Administration Level 2 or equivalent

Job description

Booking Clerk – Torbay and South Devon NHS Foundation Trust

The closing date is 12 November 2025

An opportunity has arisen for a Booking Clerk to join the Trust's centralised outpatient appointments team.

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.

Main duties of the job

• 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

About us

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 comprised of booking clerks and receptionists, with each team having between 6-13 team members and mainly work out of a centralised booking office based at Torbay Hospital.

Why work with us

Qualifications and Training

• Minimum of 4 x GCSE Grade A-C (including English) or equivalent
• NVQ Administration Level 2 or equivalent

Knowledge and Skills

• Administrative or clerical experience
• Experience of working in a call centre environment
• Experience working with Excel, Outlook, MS Office packages
• Previous NHS experience
• Knowledge of IHCS, E-Referral service, or Patient Target List (PTL)
• Knowledge of Referral to Treatment Targets (RTT)

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

Torbay and South Devon NHS Foundation Trust