Telephone Booking Clerk

About the Role

The Telephone Booking Clerk will provide a high-quality administrative service for the Memory Assessment Service (MAS) Central Booking & Contact Centre. The role requires up-to-date knowledge of outpatient clinics enabling the post-holder to manage appointment bookings, changes, cancellations and respond to straightforward patient queries efficiently. The clerk will process referral letters, maintain waiting lists, make outgoing patient calls, answer incoming calls, and manage appointments using the WCCIS Patient Administration System, following partial and direct booking protocols.

Main Responsibilities

• Book all appointments aligning with Partial Booking policies and clinic criteria.
• Communicate sensitive information regarding appointments to patients via telephone with diplomacy and empathy.
• Support clinic utilization by acting on instructions from the MAS Booking Clerk.
• Ensure maximum clinic capacity is reached and report any under-utilisation immediately to the line manager.
• Handle telephone enquiries from both internal teams and external organisations professionally, respecting Data Protection laws and statutory procedures.
• Escalate issues to the MAS Booking Clerk as per policy.

Requirements and Experience

• Good general education with computer literacy and familiarity with administrative or patient information systems is essential.
• Prior clerical experience and call centre work experience are required.
• Experience in customer service is advantageous.
• Possession of Level 2 Business Administration qualification is desirable.

Skills

• Excellent telephone communication skills with a courteous and professional manner.
• Strong empathy, tact, and diplomacy when handling complex or sensitive situations.

Additional Information

The post is a fixed-term or secondment opportunity for 11 months until 31 July 2027. Applicants currently employed should seek permission from their current manager before applying.

Welsh language skills are welcomed but not mandatory; applications in Welsh will be equally considered without bias.

The Health Board supports flexible working arrangements and operates a completely smoke-free environment as required by law.

Applications from candidates with protected characteristics, including those who are disabled, neurodiverse, or veterans, are strongly encouraged. The organisation is committed to inclusivity and will provide reasonable adjustments throughout the recruitment process upon request.

Applicants should regularly check their email accounts for updates related to their application status. The Health Board reserves the right to close this vacancy early if filled through internal processes.

About Aneurin Bevan University Health Board

Serving the Gwent region, ABUHB is a prestigious NHS organisation with over 14,000 staff and volunteers dedicated to delivering compassionate care across various healthcare settings. The organisation prioritizes research, education, and innovation to continually enhance service quality in line with the Gwent Strategy 2025–2035, focusing on health equity and community partnerships.

ABUHB values creating a supportive, respectful, and inclusive workplace embracing kindness, integrity, and respect to benefit both patients and staff. Employees enjoy development opportunities, flexible work options where feasible, and comprehensive NHS employment benefits.

Salary & Contract

The salary is aligned with NHS Agenda for Change Band 3, with adjustments effective from April 1, 2026, to be implemented in August 2026, including backdating where applicable.