Booking Clerk - Patient Access Centre

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

Job summary

A leading healthcare provider in the United Kingdom is looking for a Booking Clerk to join their Patient Access Centre team. The successful candidate will handle appointment booking, manage inbound and outbound calls, and ensure high customer service standards. A minimum of GCSE qualifications and experience with hospital IT systems are required. This role is fixed term until March 2026, based on site in Torquay.

Qualifications

• Minimum of 4 x GCSE Grade A-C (including English) or equivalent.
• Knowledge of hospital IT systems.
• Administrative experience in a call center.

Responsibilities

• Handle inbound and outbound calls.
• Book, cancel, and rearrange outpatient appointments.
• Maintain a high standard of customer service.

Skills

Handling inbound calls

Booking and cancelling appointments

Customer service

Knowledge of hospital IT systems

Experience with emails and spreadsheets

Education

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

NVQ Administration Level 2 or equivalent

ECDL or equivalent

Job description

Booking Clerk - Patient Access Centre

Go back Torbay and South Devon NHS Foundation Trust

The closing date is 26 November 2025

Booking Clerk/Receptionist - Patient Access Centre

An opportunity has arisen for two people to join the Trust's outpatient appointments team working Monday - Friday, 8:30am to 5:00pm.

The 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.

The booking team operates in a centralised booking centre, answering telephone enquiries, email enquiries and booking outpatient appointments by telephone.

Time may also be spent working on reception, providing admin support in the daily running of the clinic attending patients and completely outcomes amongst other duties required.

You will play a vital role in ensuring patient records are kept up to date across a variety of different IT systems and that patients receive the correct appointment for the correct times.

This is a fixed term contract until end of March 2026

Main duties of the job

• Handling inbound calls
• Booking, cancelling and rearranging Outpatient appointments
• Reception duties as described in the job description
• 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 the Torbay and South Devon Healthcare Foundation Trust.The teams are compromised 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.

Job responsibilities

Full Vacancy details can be found on the attached Job Description/Person Specification. Please refer to your suitability to the post in your supporting information from the role requirements or person specification

3>Person Specification

Qualifications and Training

• Minimum of 4 x GCSE Grade A-C (including English) or equivalent
• Knowledge of PAS and other hospital IT systems
• NVQ Administration Level 2 or equivalent
• ECDL or equivalent

Knowledge and Experience

• Experience working with emails, spreadsheets and Microsoft packages
• Administrative and clerical experience
• Experience of working with computers
• Awareness of Equality and Diversity
• Previous NHS experience
• Knowledge of Referral to Treatment Targets (RTT)
• Experience working in a call centre

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