Job summary An exciting opportunity has arisen to join the Patient Access Centre as part of our centralised booking clerk team, working within the Physiotherapy pod. As a booking clerk you are the first point of contact for our patients, supporting them with appointment management and general queries as well handling various administration tasks within the office throughout the day. A background in customer service with a strong focus on providing a high quality patient experience is essential.The ideal candidate will be passionate about supporting people, and will have good IT/Telephony skills, with the ability to work well under pressure.Organisation, time management and pro-activity are also key skills we are looking for. Main duties of the job o Handling inbound callso Making outbound callso Checking patients in for Outpatient appointmentso Booking, cancelling and rearranging Outpatient appointmentso Management of patient notes (tracering, requesting, etc.)Setting up ofclinics (including printing additional attendance lists)o Associated administration tasks (completing outcomes, etc.) o Typing of clinic letterso Maintaining a high standard of customer serviceo Use of hospital systems to effectively support the management of the patient journeyo Managing clinic capacityo Managing pending lists and wait timeso Managing spreadsheets as requiredo Processing new referrals from external and internal sourceso Liaising with colleagues at all levels to ensure the patient journey is smootho Work in accordance with the Trust policies at all timeso Work in accordance with and always uphold the Trust Values About us The PAC is made up of 8 teams that book 95% of the Outpatient Appointments for the Acute and Community settings within Torbay and South Devon Healthcare Foundation Trust (TSDFT). The teams within the PAC manage the booking of appointments and associated administration tasks for Trauma & Orthopaedics, Pain Management, Physiotherapy, Phlebotomy, Medicine, Ophthalmology, General Surgery, Paediatrics, Breast Care, ENT, Maxillofacial, Plastic Surgery and Audiology. We also cover a wide remit of reception areas for the acute hospital, including Main Outpatient Reception, Eye Clinic, Fracture Clinic, Paediatrics, Crowthorne Unit, MAAT.The teams (Pods) are comprised of booking clerks and receptionists, with each team having between 6-13 team members that mainly work out of Torbay Hospital. The department handles approximately 500,000 calls a year and books approximately 500,000 appointments a year Why work with us - 1 (pagetiger.com) Date posted 16 January 2025 Pay scheme Agenda for change Band Band 2 Salary £23,615 a year per annum (pro rata) Contract Permanent Working pattern Part-time Reference number 388-6825097-A&C Job locations Patient Access Centre, Torbay Hospital Lowes Bridge Road Torquay TQ2 7AA Job description Job 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 Job description Job 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 Essential Minimum of 4 x GCSE Grade A-C (including English) or equivalent Desirable NVQ Administration Level 2 or equivalent Knowledge and Experience Essential Administrative and clerical experience Customer service experience Experience working with the general public Experience working with emails, spreadsheets and Microsoft packages Desirable Previous NHS experience Experience working in a call centre Specific Skills Essential Audio-Typing skills Desirable Typing to RSA II/OCR II or equivalent level of speed and accuracy (40wpm) Ability to use medical terminology appropriately Person Specification Qualifications and Training Essential Minimum of 4 x GCSE Grade A-C (including English) or equivalent Desirable NVQ Administration Level 2 or equivalent Knowledge and Experience Essential Administrative and clerical experience Customer service experience Experience working with the general public Experience working with emails, spreadsheets and Microsoft packages Desirable Previous NHS experience Experience working in a call centre Specific Skills Essential Audio-Typing skills Desirable Typing to RSA II/OCR II or equivalent level of speed and accuracy (40wpm) Ability to use medical terminology appropriately Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Employer details Employer name Torbay and South Devon NHS Foundation Trust Address Patient Access Centre, Torbay Hospital Lowes Bridge Road Torquay TQ2 7AA Employer's website https://www.torbayandsouthdevon.nhs.uk (Opens in a new tab)