Telephone Booking Clerk

NHS; Basildon; On-site; GBP 18,000 - 24,000; Full time

Job summary

The NHS is looking for a Telephone Booking Clerk to provide an efficient appointment booking service for phlebotomy clinics. This role involves scheduling appointments, managing patient inquiries, and administrative tasks to ensure smooth clinic operations. Ideal candidates will have good IT skills, a caring approach, and experience in customer service, along with a commitment to confidentiality and professionalism.

Benefits

Generous Wellbeing Allowance

Training and professional development opportunities

Qualifications

• Previous experience in telephone-based or customer service role.
• Ability to work under pressure with a patient-focused attitude.
• Willingness to undertake relevant training and development.

Responsibilities

• Handle inbound patient calls and book appointments.
• Maintain clinic schedules and manage amendments.
• Provide administrative support for phlebotomy services.

Skills

Communication

Customer Service

Attention to Detail

Education

GCSEs in English and Mathematics

Tools

Computerised Systems

Spreadsheets

Databases

Job description

The Telephone Booking Clerk is responsible for providing an efficient and professional telephone appointment booking service for phlebotomy clinics across community sites.

Working closely with the phlebotomy supervisor, the role involves scheduling appointments, liaising with patients, carers, and healthcare staff, and ensuring smooth clinic operations.

The clerk handles incoming calls, manages booking amendments or cancellations, and supports administrative tasks while maintaining excellent communication and customer service.

The position requires good IT skills, attention to detail, and a caring, patient-focused approach in a busy call centre environment. Full training is provided, and professionalism and confidentiality are essential at all times.

Main duties of the job

As a Telephone Booking Clerk, you will be the first point of contact for patients booking blood test appointments. You will handle inbound telephone enquiries, manage appointment bookings across various clinics, and maintain accurate records.

The role also involves administrative tasks that support the operation of the telephone booking system and community clinics.

• Deliver a professional and efficient telephone service, booking phlebotomy appointments for patients in community clinics.
• Liaise with clinical, administrative, and support staff to ensure appointment availability and service coordination.
• Answer all calls in a courteous, caring, and patient manner, ensuring a high standard of customer service.
• Set up and maintain clinic schedules, managing cancellations and amendments as necessary.
• Participate in departmental training and develop call-handling and IT system skills.
• Undertake administrative duties within the call centre, maintaining accuracy and adherence to protocols.
• Handle sensitive information in accordance with data protection and confidentiality regulations.
• Communicate effectively with other departments, including portering and outpatient teams, on behalf of patients.
• Maintain professionalism in a busy environment, supporting service users and colleagues.
• Ensure compliance with all mandatory training, health and safety standards, and departmental procedures.

About us

SYNLAB UK & Ireland is a leading provider ofhigh-quality pathology and diagnostic services, working in close partnershipwith hospitals, clinicians, and healthcare organisations. Our mission is tosupport improved patient outcomes by delivering reliable, timely, andinnovative laboratory services. With a commitment to quality, innovation, andpatient care, we operate across diverse environments that reflect our values ofinclusion and excellence.

We believe in supporting our people and offer excitingbenefits including a generous Wellbeing Allowance (up to £1,500 per annum forBand 26 roles) and enhanced night shift payments (Band 5 & 6 roles only).We are committed to developing talent at all levels and fostering a culture ofgrowth and professional development.

Job responsibilities

The Telephone Booking Clerk plays a vital role in delivering an efficient and patient-focused telephone appointment booking service for phlebotomy clinics.

The role involves answering patient calls, booking appointments, amending clinic schedules, and providing general administrative support to the phlebotomy service.

The post holder will work under the supervision of the phlebotomy supervisor but is expected to work independently once trained and competent. This role ensures the smooth coordination of phlebotomy services and enhances the patient experience through timely and accurate communication.

Person Specification

Qualifications

• Good general education, including GCSEs in English and Mathematics.
• Previous experience in a telephone-based or public-facing customer service role.
• Excellent communication skills, both verbal and written.
• A caring, patient-focused attitude and the ability to work under pressure.
• Competence in using computerised systems to input and retrieve information.
• Strong attention to detail and a well-organised approach to work.
• Ability to work independently and as part of a team, managing own workload efficiently.
• Willingness to undertake relevant training and continuous professional development.
• Experience using spreadsheets or databases.
• Previous experience in a healthcare or hospital environment.
• Basic First Aid or CPR training.

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.