Central Booking Administrator

To communicate with patients using telephony systems and to provide comprehensive and pro-active administrative support; ensuring that all administrative processes and tasks are undertaken efficiently, effectively and to a high standard, contributing to the smooth running of Central Booking. This role will involve being multi-skilled across several of the services that are supported by Central Booking.

1

To carry out and prioritise a variety of administrative and clerical duties and undertake other general office duties (prioritising and generate own workload), which will include:

Using a range of software programmes including SystmOne and RingCentral to produce, maintain and distribute documents / correspondence, including letters, reports, spreadsheets, action logs, databases and presentations, which may include regularly dealing with matters of a complex and/or distressing nature.

Photocopying, scanning, emailing, distributing, filing and organising letters, reports and other documents.

Setting up and maintaining comprehensive, confidential records and filing systems, ensuring that all records are kept up-to-date and filing is carried out in a timely manner

Opening, date-stamping, sorting and distributing incoming mail, relating it to previous correspondence as appropriate and ensuring that outgoing post is sent in a timely manner.

Using a variety of systems to book appointments, manage clinician ledgers and be aware of clinicians annual leave

Arrange delivery of HDS products

Booking interpreters to support patient appointments and arrange translation of documents

Researching appropriate websites, downloading and circulating documents, as requested.

Identify and report areas within working processes and procedures that could improve service delivery

Being multiskilled across the services that are supported by Central Booking

2

To handle telephone calls into the service from members of the public and health professionals confidently and appropriately, regularly providing and receiving complex and sensitive information, taking accurate messages and ensuring these are passed on to the relevant person in a timely manner.

3

To communicate with patients and clients at an appropriate level providing clear information and guidance and dealing with patients fears and lack of understanding, exercising tact and judgement in dealing with and resolving routine enquiries.

4

To receive and process referrals into the service, which may be urgent. To liaise with health professionals to triage, correctly process referrals and to employ effective waiting list management and appointment booking.

5

To email out invites to patients for clinic group sessions.

6

To be responsible for the efficient use of office equipment and supplies, monitoring and maintaining stock levels.

7

Inputting onto various databases and systems, e.g. SystmOne, RingCentral and ESSITY, and designated spreadsheets/reports, within the required timescales and deadlines.

8

To report maintenance, cleaning, health and safety and other site issues in line with current procedures keeping the line manager/site manager informed at all times.

9

To provide training and support to colleagues including new starters, temporary staff and apprentices when required as directed by the Central Booking Supervisors and/or the Admin Services Manager.

10

Find out more about working for our organisation here:

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Please note, the selection processes at Norfolk Community Health and Care NHS Trust are in place to ensure we recruit candidates with the right values and skills, please be advised that the use of AI in applications are monitored. We remain watchful of candidates who misuse these tools to generate an application that doesn't accurately reflect their skills.

With effect from the 1st April 2026 Norfolk Community Health & Care NHS Trust will be merging with Cambridgeshire Community Services NHS Trust to form a new organisation. The new Trust will provide a wide range of community health and social care services to over 4 million people, with a budget of circa £380 million and a workforce of over 7,000 people.

Qualifications

Experience

Skills, Abilities and Knowledge

Personal Attributes / Behaviours (linked to the Trust's Behaviour Framework):

Other