Booking Clerk

A permanent Band 2 post in the Outpatient Central Booking Office at Tameside and Glossop Integrated Care NHS Foundation Trust, covering 37.5 hours a week. The clerk manages outpatient appointments and referrals, books and schedules within the department, and answers patient calls as part of a call centre rota. Shifts cover 8.30am to 6pm on weekdays, and the work involves handling confidential patient information on Trust administrative systems.

Strong telephone manner and computer skills are central to fit.

• Manage outpatient appointments and referrals within the Central Booking Office, keeping accuracy and confidentiality high
• Answer calls and queries from patients to give a pleasant patient experience
• Support the call centre as part of the rota
• Book and schedule appointments within the department
• Input and extract information on Trust patient administrative systems
• Meet call centre KPI targets
• Provide an efficient, high-quality service to the Central Booking Office

• Maths and English GCSE or equivalent, or equivalent experience

• Experience of dealing with members of the public
• Previous experience in a high-level customer service environment
• Working where agreed telephony standards are delivered to a high standard
• Working as part of a team

• Excellent written, verbal and telephone communication, with strong customer service skills
• Accuracy and attention to detail
• Excellent IT skills for regular use of computer systems
• Understanding of confidentiality
• Appreciation of the needs of patients, carers and healthcare staff
• Re-prioritising and planning own daily workload while supporting colleagues

• Competent use of Microsoft Office
• Competent use of a Patient Administration System or similar
• Knowledge of e-Referrals
• Knowledge of Patient Administration Systems
• Knowledge of RTT (referral to treatment) targets
• Previous experience of booking appointments
• NHS background
• ECDL or NVQ in Administration

• Flexible working
• 27-33 days annual leave plus bank holidays
• Sick pay
• NHS Pension Scheme
• Free eye tests and health checks
• Gym discount
• Bicycle loan and salary sacrifice car schemes
• Wellbeing support for stress, bereavement, relationships and finance