Aneurin Bevan University Health Board
Telephone Booking Clerk
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Job Overview
Applicants are invited to join our dynamic Booking Centre team ensuring that outpatient clinics are fully maximized and assisting with administrative duties associated with the Outpatient Restart Programme.
You will be supported in the role by a Team Leader and full in-house training will be given by our own trainer internal to the department. The role is fast-paced and interesting, we actively encourage in-house education through the NVQ route. Candidates with proven customer service experience, particularly in a Call Centre environment, are required to support the team.
This post is currently advertised at Band 2. The role is under review within the Health Board as part of a national review and may, in future, progress to Band 3 with an updated job description. If appointed your manager will ensure you are kept informed and will support you through any changes including discussing any training requirements.
Main Duties of the Job
The post-holder will be expected to provide a service to all acute service clinics within the Health Board.
- An up-to-date knowledge of outpatient clinics will be required 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/specialty.
- The role will range from processing referral letters, updating waiting list entries, making calls to patients, answering telephone calls, booking appointments using the WPAS Patient Administration System and using direct and partial booked appointments.
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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.
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Qualifications and Knowledge
Essential Criteria
- Good standard of Education
- Computer Literate
- Literate and Numerate
- Customer Service experience
- Previous clerical experience or similar
Desirable Criteria
- Level 2 NVQ in Administration
Skills and Attributes
Essential Criteria
- Excellent communication skills
- Polite and professional telephone manner
- Ability to work well under pressure
- Ability to work as part of a team or using one’s own initiative
- Ability to speak Welsh or willingness to undertake training as required by the post
Experience
Essential Criteria
- Experience of administrative systems, admission, patient information systems, hospital departments, clerical / office procedures, data input procedures acquired through induction and on-the-job training
- Experience of being flexible to the needs of the service
- Experience of working under pressure
- Accurate and methodical
- Ability to prioritise workload, achieve targets within given deadlines, and a commitment to achieving high quality standards
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