Booking Consultant

MedGen "Medical General" is a healthcare recruitment agency specialised in placing nurses of all grades and specialisms throughout the UK, based in the London borough of Sutton, Greater London SM1. We work with private as well as public sector hospitals, prisons and private clients to manage their highly urgent staffing requirements. Our team have very broad experience within healthcare Staffing, and we use this experience and our cutting-edge systems to deliver only the best nurses to the right roles - often at very short notice. Our primary purpose is to provide exceptional care delivered with compassion and kindness.

Working within the Healthcare Recruitment industry, the Booking Consultant is responsible for offering field staff support and serves as the primary point of contact for all new and existing clients. This role includes updating and handing over daily activities to your Line Manager. You will also be required to cover broader business activities across MCS Healthcare, MedGen Scotland, and MedGen Ireland as necessary. The position demands considerable attention to detail and a thorough understanding of appropriate clinical, social, or mental health placements to ensure end users receive the care they need. Flexibility and adaptability to address the needs of the wider business make this a critical role within our organisation.

Your Role(s):

• Staff Placement & Booking Management

• Daily placement of appropriate staff within home care or acute packages.
• Managing individual booking requests from clients.
• Understanding the various staffing pools (Clinical Nurses, Mental Health Nurses, Specialist Nurses, General Healthcare Workers, and Mental Health Support Workers).
• Sending booking requests to clients and confirming with candidates.
• Ensuring all allocated packages maintain 100% fill rates.
• Reviewing all unfilled schedules to identify reasons for non-delivery and collaborating with supporting teams to find lasting solutions.

• Regularly calling candidates, using active listening to update availability and bookings.
• Maintaining an exceptional telephone manner and delivering world-class customer service to both clients and candidates.
• Responding to emails from clients and candidates via the company mailbox.
• Creating detailed end-of-day handovers to ensure smooth communication flow.

• Managing and updating individual client rotas.
• Sending rotas to clients and field staff in advance for community packages.

• Maintaining accurate and up-to-date information on bookings, candidates, and clients within the Influence/Salesforce booking system.
• Document management: ensuring all allocated packages have required clinical and related documents in clients' homes.
• Filing daily reports or incident logs appropriately and keeping records organized.

• Immediately reporting any concerns or incidents to the complaints team.
• Consistently delivering high-quality customer service in a fast-paced, telephone-based environment.

• Reading and understanding individual home care referrals and clinical assessments.
• Maintain up to date awareness of all Company Communications and policies.

Objectives:

• Achieving the company business plan of 95% of hours filled.
• Deliver an industry leading level of service to our clients, achieving a team target of 90% of all calls being answered within 15 seconds and review and action all incoming emails within 10 minutes.
• Ensure welfare is at the heart of everything we do through identifying all safeguarding concerns at the earliest opportunity, reviewing package documents, and discussing progress with workers via telephone and documented in writing.
• Maintain an accurate database for MedGen working closely with our compliance team to reinstate non-compliant workers.

What is expected of you?

• Good communication skills- the ideal candidate can manage and communicate information clearly and concisely to line managers, colleagues, and database workers.
• Persuasive and able to control conversations effectively.
• Disciplined in working to deadlines and adhering to agreed plans.
• Experienced and sensitive in handling confidential information.
• Ability to adapt to change.
• The ability to work quickly, accurately, and consistently under pressure.
• Great organisation skills and strong attention to detail.
• Calm and professional when working under pressure.
• Time Management/ Prioritising skills.
• Problem solving – Finds creative solutions to challenging staffing problems.
• Client management - Building continuous relationships with existing and new clients.
• Ensure Emails are read and actioned appropriately.
• Read and File daily reports from candidates, report any possible safeguarding concerns or complaints to relevant team.
• Attend to other team queries that are relevant to your work e.g., payroll, compliance, complaints, clinical lead etc.

Additional Benefits

We know that, to achieve our vision, it is our people who will make the big difference. In order to attract the strongest talent, we offer a competitive reward and benefits package.

• Annual leave.
• Additional day of leave for your birthday.
• Company pension scheme.
• Long service awards.
• Annual Summer & Christmas events.
• Lifestyle benefits and discounts – we provide a variety of shopping discounts at hundreds of online and high street retailers, including supermarkets. We also offer discounts on a range of health-related activities and experiences, including gym memberships, sports equipment, and family days out.
• We’re proud to have a range of schemes, which recognise the achievements of our staff and show our appreciation of their contributions. Our Monthly Team Stars of the month and Business Champion awards provide a way for managers to reward and recognise colleagues who go that extra mile.
• Ongoing Career Development Opportunities.

Any Successful candidate can have a long and happy career at MedGen. Once proven as competent at all areas of this role there are opportunities for progression to move into more senior positions within the various departments of the company.