Booking Clerk - Patient Access Centre in Torquay

Main area Patient Access Centre Grade NHS AfC: Band 2 Contract Permanent Hours

• Part time
• Home or remote working

30 hours per week (Agile working optional once fully trained) Job ref 388-8142450-CORP

Employer Torbay and South Devon NHS Foundation Trust Employer type NHS Site Patient Access Centre, Regents House Town Torquay Salary £25,272 per annum pro rata Salary period Yearly Closing 11/09/2026 23:59

NHS AfC: Band 2

Job overview

Booking Clerk/Receptionist - Patient Access Centre

Permanent

An opportunity has arisen to join the Trust’s outpatient appointments team working within the Patient Access Centre.

The Booking Clerk role in the Patient Access Centre can offer you variety and challenges, representing the Trust as first point of contact with our patients.

The booking team operates in a centralised booking centre, answering telephone enquiries, email enquiries and booking outpatient appointments by telephone.

Main duties of the job

• Handling inbound and outbound calls
• Booking, cancelling and rearranging Outpatient appointments
• Maintaining a high standard of customer service
• Use of hospital systems to effectively support the management of the patient journey
• Managing clinic capacity
• Managing work queues and wait times
• Processing new referrals from external and internal sources
• Liaising with colleagues at all levels to ensure the patient journey is smooth
• To work in accordance with the Trust policies at all times

Working for our organisation

The Patient Access Centre is made up of 7 teams that book 95% of the Outpatient Appointments for the Acute and Community settings within the Torbay and South Devon Healthcare Foundation Trust.

Detailed job description and main responsibilities

Full Vacancy details can be found on the attached Job Description/Person Specification. Please refer to your suitability to the post in your supporting information from the role requirements or person specification

Person specification

Qualifications and Training

• Minimum of 4 x GCSE Grade A-C (including English) or equivalent
• Knowledge of Hospital IT Systems
• Customer Service Qualification

Knowledge and Experience

• Experience in a customer service role
• Experience in an administration/clerical role
• Experience in a healthcare/hospital setting
• Experience of working with computers
• Experience working with Microsoft packages
• Previous NHS experience
• Knowledge of Referral to Treatment Targets (RTT)

You will be joining the organisation at an exciting time. As the first fully integrated care organisation in England, we are working to improve the way we deliver safe, high-quality health and social care. We have a positive and vibrant working atmosphere, we are proud of our investment in our staff both in terms of developing potential career skills and valuing people.

If you provide support to a family member or friend with health or care needs, we aim to be a Carer-friendly employer. We have a ‘Staff Carers’ policy which includes flexible working where possible and a Carer’s Passport scheme that links you into support and discounts.

IMPORTANT INFORMATION

• Applicants who identify in their application form they are a part of the Armed Forces community will be guaranteed an interview, provided they meet the minimum essential criteria outlined in the job description and person specification for the role. Step into Health guidance can be found on our NHS Employers website.
• Correspondence will be sent via Trac, text, and email. Please ensure you check your email and Trac account regularly.
• Applicants with no previous NHS experience will ordinarily be appointed to the minimum of the band.
• If you have not received an invitation to interview within 28 days of the closing date, please assume that your application has been unsuccessful on this occasion.
• It is your responsibility to ensure the timely receipt of appropriate references.

The Trust is committed to preventing discrimination, valuing diversity and achieving equality of opportunity. No person (staff, patient or public) will receive less favourable treatment on the grounds of the nine protected characteristics as governed by the Equality Act 2010. If you require support you can obtain this from our Equality Business Forum which has representatives from all protected groups.

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.