Appointment Booking Centre Clerk, Heath Hayes

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Appointment Booking Centre Clerk

The closing date is 16 June 2026

This vacancy is only open at this stage to internal employees of the following organisations within the Staffordshire and Stoke-on-Trent Integrated Care System:

• Midlands Partnership University NHS Foundation Trust
• North Staffordshire Combined Healthcare NHS Trust
• University Hospitals of North Midlands NHS Trust, inclusive of Black Country Procurement Group and North Midlands and Cheshire Pathology Service.
• Staffordshire and Stoke-on-Trent Integrated Care Board

Job responsibilities

• Handle a large number of incoming calls from patients, carers, members of the public and Health/Social Care staff.
• Provide administrative support in the booking centre using the electronic booking system (RiO), adhering to policies and procedures and maintaining strict confidentiality regarding all information concerning patients and staff, in accordance with Caldicott Guidance and the Data Protection Act 1998.
• Communicate non-clinical verbal and written information in a precise and effective way both internally and externally to patients, relatives and carers, including those with communication difficulties due to age, hearing loss, pain, fear and language or learning difficulties.
• Work as part of a team and individually to provide high-quality booking services, and provide cover when needed during staff absence or annual leave.
• Provide an effective, efficient, customer-friendly service to patients, their families and carers.
• Appoint, cancel and rearrange appointments as required using the RiO booking system.
• Answer telephone enquiries from members of the public and other healthcare departments/professionals.
• Work process letters as appropriate in relation to booking.
• Provide support and advice, maintain channels of communication and links with clinical and other staff within the department.
• Manage the day-to-day running of clinics to ensure capacity is used effectively.
• Record accurate, confidential and sensitive patient information.
• Handle peaks in the work programme, maintain confidentiality, initiative, flexibility and relate to a wide range of individuals on behalf of the MPFT.

Qualifications

• Good Standard of Education
• RSA11, Business Administration NVQ level 2 or equivalent

Experience

• Previous experience of office and Administration procedures
• Previous experience of working in an extremely busy office
• Previous experience of working in a call Centre or busy office

Skills, Knowledge & Abilities

• Experience of Microsoft Office
• Ability to prioritise own work in an organised and accurate manner to meet deadlines.
• Demonstrated understanding of confidentiality issues regarding patients, staff and sensitive Trust matters.
• Ability to multi-task.
• Proficiency in using information technology and a wide variety of computer programmes on a daily basis.
• Ability to work on own initiative without direct supervision.

Personal Attributes

• Excellent Communications Skills
• Ability to work to deadlines and prioritise work
• Able to work within a team and use own initiative
• Willingness to undertake further training, identifying own development and training needs.
• Positive, professional, enthusiastic and helpful approach to meeting the requirements of the post and dealing with requests and queries from internal and external sources.

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 name

Midlands Partnership NHS Foundation Trust

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