Aneurin Bevan University Health Board
Telephone Booking Clerk
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We encourage applications from all with protected characteristics, including disabled and neurodiverse candidates and from those in the Armed Forces Community. Applicants are invited to apply in Welsh, any application submitted through the medium of Welsh will not be treated less favourably than applications made in English.
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Please let us know if you have any particular requirements to enable you to participate in the application and selection process. We will be pleased to discuss any reasonable adjustments or support needed. If you need any documents in a larger font or a different format (such as braille) please either contact the recruiting manager named in the job advert or alternatively contact the Aneurin Bevan University Health Board recruitment team on 01495 745805 option 3 or email abb.vacancyrequests@wales.nhs.uk
If you are successful at interview for this post you will receive your conditional offer of appointment and information pack via email.
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Aneurin Bevan University Health Board support flexible working.
Health Board grounds are required to be smoke-free by law. Smoking is not permitted anywhere on ABUHB sites. This applies to all staff, contractors, patients and visitors. More details are available in our Smoke-Free Environment Policy. For help to quit smoking please contact our Help Me Quit Team About Help Me Quit - Aneurin Bevan University Health Board
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Please note that this vacancy may be withdrawn at any time should it be filled via the internal redeployment process
The salary scale for a Band 3 has been adjusted as part of the NHS Agenda for Change pay award for 2026/2027 and will be implemented in August 2026 backdated to 01 April 2026 where applicable.
Job Overview
The post-holder will be expected to provide a high quality administrative service to the Memory Assessment Service (MAS) Central Booking & Contact Centre. An up-to-date knowledge of outpatient clinics will be required to enable the post-holder to make, amend and cancel appointments, handle straightforward queries.
The post-holder will need a working knowledge of all clinic protocols in addition to any specific standards for each clinic. The role will range from processing referral letters, updating waiting list entries, making calls to patients, answering telephone calls, booking appointments using the WCCIS Patient Administration System and using direct and partial booked appointments.
To use own initiative within standard operating procedures, advice available for reference.
This post is fixed term/secondment for 11 months until 31st of July 2027. If you are interested in applying for the secondment position, you must obtain permission from your current line manager prior to applying for this post.
Main duties of the job
- 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.
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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.
Working for our organisation
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 criteria
- Good standard of education, computer literate, knowledge of administrative systems/patient information systems
Desirable criteria
- Business administration level 2
Experience
Essential criteria
- Previous clerical experience
- Previous call centre experience
Desirable criteria
- Customer service experience
Skills
Essential criteria
- Excellent telephone manner
- Excellent communication skills
- Empathy, tact and diplomacy when dealing with difficult situations
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