Job summary
- Main area
- Appointments
- Grade
- Band 2
- Contract
- Permanent
- Hours
- Part time - 26.25 hours per week (Monday 12pm - 6pm / Tuesday 9.30am - 1:30pm / Wednesday & Thursday 9:30am -3pm / Friday 9.30am - 3.25pm)
- Job ref
- 159-LWH-187-25
- Employer
- Liverpool Women's NHS Foundation Trust
- Employer type
- NHS
- Site
- Liverpool Women's Hospital
- Town
- Liverpool
- Salary
- £24,465 per annum, pro rata
- Salary period
- Yearly
- Closing
- 24/09/2025 23:59
Employer heading
Booking Clerk
Band 2
Liverpool Women’s NHS FT became part of NHS University Hospitals of Liverpool Group (UHLG) in November 2024, following the coming together with Liverpool University Hospitals NHS FT. UHLG was born from a shared aim to improve the care we provide to our patients.
UHLG is one of the largest employers in the region, with over 16,800 colleagues who are dedicated to caring for our communities - from birth and beyond. For the 630,000 people across Merseyside, UHLG is also their local NHS, providing general and emergency hospital care, alongside highly specialised regional services for more than two million people in the North West.
At Liverpool Women’s Hospital, each year we deliver approximately 7,500 babies, carry out around 50,000 gynaecological inpatient and outpatient procedures, care for over 1,000 poorly and premature newborns, perform around 1,000 IVF cycles, and conduct over 4,000 genetic appointments.
We believe that this, along with a strong dedication to research and innovation, makes us the specialist health provider of choice in Europe for women, babies and families.
Liverpool Women’s has an excellent reputation and is a centre of excellence. It is an exciting environment to work in and a great place to develop your career for many years to come.
We invite you to review why Liverpool Women's Hospital is a great place to work: https://vimeo.com/556197652
We reserve the right to close any vacancies from further applications when we have received sufficient applications from which to make a shortlist. Please ensure you apply without delay if you wish to be considered for this role.
Job overview
An exciting opportunity has arisen for a Booking Clerk to join the Patient Access Centre team at Liverpool Women’s Hospital on a fixed-term basis.
The post holder will be responsible for managing the Outpatient Appointment phone line, as well as booking and scheduling patient appointments to ensure an efficient and patient-focused service.
Main duties of the job
The successful candidate will be an excellent communicator and will be computer literate with the ability to quickly learn several different systems, including e-Referral, Hospital PAS, Outlook and Excel.
A large proportion of the Booking Clerk's role is to be the first point of contact for our patients over the phone, therefore, a very high standard of customer service skills are required, an exceptional telephone manner and a calm, understanding and caring nature. Patient Access Centre manage a high volume of calls coming through daily and the post holder will be required to support with the chronological booking and scheduling of clinic appointments.
If you are looking to embark on a career in the NHS and feel that you meet the criteria in the job description, we want to hear from you!
The working hours for the post are Monday, Wednesday & Thursday, between the hours of 8:00am to 6:00pm.
Thank you for your interest in this post.
Working for our organisation
Liverpool Women’s NHS Foundation Trust delivers the highest standards of care for women, babies and families. Each year we deliver over 7,500 babies, carry out over 49,000 gynaecological inpatient and outpatient procedures, care for over 1,000 poorly & preterm new-borns, perform around 1,000 IVF cycles and have over 4,000 genetic appointments taking place. We believe that this along with a strong dedication to research & innovation makes us the specialist health provider of choice in Europe for women, babies and families.
We have some of the leading experts in their field, which has been showcased on national TV and news, making our teams famous across the world for professionalism, skill & compassion.
The Trust is constantly innovating and evolving its services to provide the most cutting edge and modern care possible. As well as developing services on our current site we have long-term aspirations for the future. We have recently launched a number of new strategies which provide a detailed long-term plan for our services.
Check out why Liverpool Women’s NHS Foundation Trust is a great place to work using the links below:
Video: https://vimeo.com/556197652
Online brochure: https://www.liverpoolwomens.nhs.uk/media/4121/recruitment-pack-great-place-to-work-16pp-v4-final.pdf
Detailed job description and main responsibilities
- Undertake booking and scheduling of appointments to a range of services including community, outpatients, imaging and admission appointments in line with Trust policy and standard operating procedures. This includes the processing of cancellations of appointments by the patients and the hospital.
- Monitor and extract referrals from systems such as Choose and Book ensuring that referral accept/reject timescales are adhered to.
- Escalate issues related to the booking and scheduling of patient appointments in agreed timescales to supervisory and management staff.
- Undertake bookings on the ambulance transport system to facilitate the patient’s attendance, request interpreters and inform the patient records department of appointments booked with short notice as required.
- Handle enquiries from patients and staff in relation to appointment booking and scheduling through a variety of media although predominantly through telephone.
- Maintain an up to date electronic and paper office filing system appropriate to the relevant department and undertakes filing in patient records in accordance with the Trusts Records Management Policy and the filing responsibilities for each clinical area.
- Use Trust Booking and Scheduling systems to undertake bookings into community, outpatient, imaging and admission appointments including the entry and processing of patient data.
- Use Trust systems including waiting list and patient tracking list information to ensure patients are booked and scheduled in the correct order.
- Ensures data entry onto Trust systems is consistent with workflows and follow standard operating procedures.
- Follow Trust policy in relation to processes for assessment and management of potential overseas visitors including the accurate recording of information and escalation of concerns to the line manager.
- Provide non-clinical advice to patients in relation to appointments and admissions.
- Use local and national systems such as the NHS Spine, Choose and Book, Ideas, CRIS, Meditech and other systems to enable booking and scheduling of appointments.
- Follow departmental policies and standard operating procedures for the undertaking of work tasks and duties.
- Support Trust and departmental processes for the review and management of data quality issues related to booking and scheduling activity.
- Deliver a high-level of customer service in all interactions with patients, their relatives, carers and staff to ensure the highest standards in respect of patient privacy and dignity.
Other Responsibilities:
- Operate within the required behaviours and values of the Trust leading by example in the delivery of the service’s performance.
- Manage work load in agreement with line manager.
- Communicate and establish working relationships as appropriate in relation to workload, activities and job role with colleagues within the service and wider Trust.
- Undertake general administration support within the service as required and directed by the line manager.
- The content of this Job Description represents an outline of the post only and is therefore not a precise catalogue of duties and responsibilities. The Job Description is therefore intended to be flexible and is subject to review and amendment in the light of changing circumstances, following consultation with the post holder.
Person specification
Skills
Essential criteria
- Good level of numeracy and literacy skills.
- Working knowledge of Microsoft Office packages i.e., Outlook, Word, Excel
- Able to communicate clearly both in verbal and written communications.
- Basic keyboard & PC skills.
- Organized and methodical with an attention to detail.
- Professional and friendly telephone manner
- Able to maintain accuracy to high standards
Qualifications & Learning
Essential criteria
- Educated to GCSE level or equivalent including English and Mathematics.
- European Computer Driving Licence (ECDL) Qualification or equivalent.
Desirable criteria
- Additional Customer Service or Administration qualification such as an NVQ Qualification.
Experience
Essential criteria
- Experience of working in a NHS contact centre, reception or equivalent appointment booking environment.
- Previous experience of data entry/ input.
Desirable criteria
- Knowledge of a hospital-based Patient Administration System.
Knowledge
Essential criteria
- Understanding of confidentiality, Data Protection and Caldicott principles.
- Able to recognise and resolve routine issues referring where appropriate.
- Knowledge of NHS waiting time requirements and procedures.
Personal Qualities
Essential criteria
- Flexible and adaptable to change
- Ability to work to a deadline and to priorities own workload
- Ability to work on own unsupervised
- Courteous and friendly
- Be able to work under pressure in a busy environment
- Ability to work independently or as part of a team
- Able to multi task
- Capable of dealing with sensitive and confidential documents and situations
Desirable criteria
- Able to implement new ideas to benefit patients, staff and working environment
Other
Essential criteria
- Keen to develop personal skills
- Good work attendance
- Flexibility & motivation
- Able to change duties at short notice
- Occupational Health cleared to perform the duties of the role
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Application numbers
Documents to download
Further details / informal visits contact
- Name
- Fern Gillespie
- Job title
- Access Centre Office Manager
- Email address
- [email protected]
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