Partial Booking Clerk - INTERNAL

Aneurin Bevan University Health Board; Newport; On-site; GBP 18,000 - 21,000; Full time

Job summary

Aneurin Bevan University Health Board (ABUHB) is seeking an organized administrator to support the Referral & Booking Centre at St Woolos Hospital in Newport or Nevill Hall Hospital in Abergavenny.

The role requires excellent telephone manners, empathy and diplomacy, strong organisational skills, and the ability to work both as part of a team and independently to manage clinics and waiting lists efficiently.

Qualifications

• Good Standard of Education - NVQ Level 3 - Business Admin
• Computer Literate
• Evidence of continuous professional development
• Customer Service experience
• Knowledge of administrative procedures and systems

Responsibilities

• Provide a service to all acute service clinics within the Health Board
• Manage clinics and waiting lists effectively ensuring full clinic optimisation achieved
• Invite patients through the Partial Booking system to arrange an appointment
• Make, amend and cancel appointments
• Call handling (incoming and outgoing) and dealing with enquiries in accordance with data protection
• Updating waiting list entries
• Maintain professional communication with service users and all disciplines of staff

Skills

Excellent telephone manner

Empathy tact diplomacy

Excellent communication skills

Flexibility

Attention to detail

Teamwork

Work under pressure

Work at other locations

Self-motivation

Problem solving

Education

NVQ Level 3 - Business Admin

Job description

We encourage applications from all with protected characteristics, including disabled and neurodiverse candidates and from those in the Armed Forces Community. Applicants are invited to apply in Welsh, any application submitted through the medium of Welsh will not be treated less favourably than applications made in English.

Each job advert includes the relevant manager’s contact details, and you are encouraged to discuss any adjustments you may require directly with them. There is no obligation to disclose any personal or medical information—simply let us know what support would help you to participate fully.

We will be pleased to discuss any reasonable adjustments or support needed. If you need any documents in a larger font or a different format (such as braille) please either contact the recruiting manager named in the job advert or alternatively contact the Aneurin Bevan University Health Board recruitment team on 01495 745805 option 3 or email [e-mail]

If you are successful at interview for this post you will receive your conditional offer of appointment and information pack via email.

We reserve the right to close this vacancy at any time. Therefore we encourage early applications to ensure consideration for this post. If you are short listed for this post, you will be contacted via your email account you used to apply for this post, therefore please check your account regularly.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

Aneurin Bevan University Health Board support flexible working.

Health Board grounds are required to be smoke-free by law. Smoking is not permitted anywhere on ABUHB sites. This applies to all staff, contractors, patients and visitors. More details are available in our Smoke-Free Environment Policy. For help to quit smoking please contact our Help Me Quit Team About Help Me Quit - Aneurin Bevan University Health Board

Please note that this vacancy may be withdrawn at any time should it be filled via the internal redeployment process

Job Overview

PLEASE NOTE THAT WE WILL ONLY ACCEPT APPLICATIONS FROM STAFF CURRENTLY EMPLOYED BY ANEURIN BEVAN UNIVERSITY HEALTH BOARD

An exciting opportunity has arisen to join a busy and supportive team within the Referral & Booking Centre based at St Woolos Hospital in Newport OR Nevill Hall Hospital in Abergavenny.

We Are Looking For Individuals Who Have

• Excellent telephone manner and communication skills
• Empathy, tact and diplomacy when dealing with difficult situations
• Excellent organisational skills and methodical in their approach in all aspects of work
• Excellent attention to detail
• Flexibility in working practices and to the needs of the service
• The ability to demonstrate commitment to achieving high quality standards of work
• The ability to work as part of a team and on own initiative
• The ability to work and problem solve under pressure whilst achieving targets
• The ability to work at other locations
• The ability to work Saturday morning on a rotational basis

The Referral & Booking team play a vital role in patient care and has a commitment to deliver, high quality care in the right place, at the right time.

You will be well supported by a Team Leader and will receive full training in all aspects of this fast paced, multi-skilled role by our departmental Trainer.

We can also offer many training and development opportunities to further progress your career within the service.

If you would like to be part of our team and believe you can help us achieve our aims, then this is the place for you.

Main duties of the job

• Provide a service to all acute service clinics within the Health Board
• Manage clinics and waiting lists effectively ensuring full clinic optimisation achieved
• Invite patients through the Partial Booking system to arrange an appointment
• Make, amend and cancel appointments
• Call handling (incoming and outgoing) and dealing with enquiries in accordance with data protection
• Updating waiting list entries
• Maintain professional communication with service users and all disciplines of staff

Candidates are advised to ensure they refer to the attached Person Specification and use the ‘Supporting Information’ section of the application form to detail how they meet the various requirements.

It is necessary to learn Welsh Language Skills when appointed to the post. Welsh and/or English speakers are equally welcome to apply.

Working for our organisation

Aneurin Bevan University Health Board (ABUHB) is a multi-award-winning NHS organisation serving the communities of Gwent. With more than 14,000 staff and volunteers, we provide safe, high-quality, and compassionate care across hospitals, GP practices, community services, and mental health settings. As a University Health Board, research, education, and innovation are central to our work, supporting evidence-based practice and continuous improvement.

Our work is guided by the Gwent Strategy 2025–2035, which sets out our long-term ambition to create a fairer and healthier future for our population. We focus on prevention, reducing health inequalities, and working in partnership with local authorities, voluntary organisations, and communities to improve health and wellbeing.

We are committed to creating an inclusive, supportive workplace where people feel valued, respected, and able to develop. Our values of Kindness, Integrity, and Respect shape how we care for patients and how we treat one another.

We offer a wide range of learning and development opportunities, flexible working where possible, and a comprehensive NHS benefits package. Working for ABUHB means being part of an organisation that values its people and offers the chance to build a meaningful and rewarding career while making a real difference to the lives of others.

Qualifications And Knowledge

Essential criteria

• Good Standard of Education - NVQ Level 3 - Business Admin
• Computer Literate
• Evidence of continuous professional development
• Customer Service experience
• Knowledge of administrative procedures and systems

Desirable criteria

• Knowledge of the Welsh Patient Administration System (WPAS)
• Knowledge of Clinical Work Station (CWS)
• Knowledge of Welsh Government (WG) Guidelines

Skills and Attributes

Essential criteria

• Excellent Telephone Manner
• Excellent Communication Skills
• Flexible to the needs of the service
• Empathy, tact and diplomacy when dealing with difficult situations
• Remain professional at all times
• It is necessary to learn Welsh Language Skills when appointed to the post. Welsh and/or English speakers are equally welcome to apply.

Experience

Essential criteria

• Customer Service experience
• Experience of dealing with the Public
• Previous clerical experiences and administration processes
• Ability to work and problem solve under pressure whilst achieving targets

Other

Essential criteria

• Knowledge of how to plan and prioritise
• Ability to work effectively with Clinicians and Directorate Managers
• Ability to manage difficult situations
• Ability to develop good and effective employee relations
• Ability to maintain concentration with frequent interruptions from both staff and users of the service

Desirable criteria

• Understanding of Health Board policies and procedures including HR