Telephone Booking Clerk

Ensure that all appointments are booked in line with the current Partial Booking Policies and booking criteria.To provide and receive sensitive information to/from patients about their appointment via the telephone.Act upon instructions from MAS Booking Clerk to support clinic utilisation.Ensure that clinic capacity is utilised to the maximum. Any under-utilisation to be reported immediately to the line manager.

Deal with telephone queries from both internal and external agencies in a professional manner in accordance with Data Protection and statutory policies and procedures.Escalate to MAS Booking Clerk in accordance with policy.

Please see Job Description for full duties of the role.

Ability to speak Welsh is desirable for this role; Welsh and/or English speakers are equally welcome to apply.

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac

Aneurin Bevan University Health Board (ABUHB) is a multi-award-winning NHS organisation serving the communities of Gwent. With more than 14,000 staff and volunteers, we provide safe, high-quality, and compassionate care across hospitals, GP practices, community services, and mental health settings. As a University Health Board, research, education, and innovation are central to our work, supporting evidence-based practice and continuous improvement.

Our work is guided by the Gwent Strategy 2025-2035, which sets out our long-term ambition to create a fairer and healthier future for our population. We focus on prevention, reducing health inequalities, and working in partnership with local authorities, voluntary organisations, and communities to improve health and wellbeing.

We are committed to creating an inclusive, supportive workplace where people feel valued, respected, and able to develop. Our values of Kindness, Integrity, and Respect shape how we care for patients and how we treat one another.

We offer a wide range of learning and development opportunities, flexible working where possible, and a comprehensive NHS benefits package. Working for ABUHB means being part of an organisation that values its people and offers the chance to build a meaningful and rewarding career while making a real difference to the lives of others.

Qualifications and Knowledge

Essential: - Good standard of education, computer literate, knowledge of administrative systems/patient information systems

Desirable: - Business administration level 2

Experience

Essential: - Previous clerical experience, previous call centre experience

Desirable: - Customer service experience

Skills

Essential: - Excellent telephone manner, excellent communication skills, empathy, tact and diplomacy when dealing with difficult situations