NHSCT_Booking Clerk Band 3

Job details

• Branch: Antrim/Ballymena locality
• Location: Antrim Hospital Site: Fern House
• Directorate: Surgical & Clinical Services Division
• Functional Area: Admin Services
• Salary: Band 3 (£24,937 - £26,598)
• Contract Type: Permanent
• Opening Date: 16/05/26
• Closes: Tue, 02 June 2026 @ 5:00 PM
• Interview Dates: To be confirmed

Notes

If you are submitting a manual application, please post it to: Recruitment Shared Services, Rosewood Villa, Longstone Hospital Site, 73 Loughgall Road, Armagh, BT61 7PR. Applications received after the advertised closing date/time cannot be considered, so please allow enough time for postage. “A waiting list may be created for similar posts that may arise while the waiting list is live, this may include temporary or part-time posts. This will be managed in line with the updated HSC waiting list principles effective from 1 April 2026”. Where a part-time waiting list is required, one part-time waiting list will be created- regardless of any specific hours advertised, this waiting list will cover all future vacancies where part-time posts arise. A part-time post is defined as any post that has less than 37.5 hours per week.” Please remember to save or print a copy of the job description before submitting your application, as it will not be accessible afterwards. Flexible Working We welcome flexible working requests from day one. All HSC organisations offer a range of flexible working options. The options available for this post will depend on the requirements of the role. Find out more about flexible working options on our website.

Job Description

Booking Clerk

Job Description

The Northern Health and Social Care Trust (NHSCT) is responsible for the delivery of safe and effective health and social care (HSC) services to the population of the Northern Trust area in Northern Ireland.

We provide compassionate care with our community in our community. In order to do this we require the commitment of a highly skilled and professional workforce that meets the need of the service.

The diagram below outlines our values and our objectives which support the delivery of compassionate care within our community.

The below diagram details the values and associated behaviours that we expect staff working within Health and Social Care (HSC) to display at all times;

HSC Value

What does this mean?

What does this look like in practice? - Behaviours

Working Together

We work together for the best outcome for people we care for and support. We work across Health and Social Care and with other external organisations and agencies, recognising that leadership is the responsibility of all.

I work with others and value everyone’s contribution

I treat people with respect and dignity

I work as part of a team looking for opportunities to support and help people in both my own and other teams

I actively engage people on issues that affect them

I look for feedback and examples of good practice, aiming to improve where possible

Compassion

We are sensitive, caring, respectful and understanding towards those we care for and support and our colleagues. We listen carefully to others to better understand and take action to help them and ourselves.

I am sensitive to the different needs and feelings of others and treat people with kindness

I learn from others by listening carefully to them

I look after my own health and well-being so that I can care for and support others

Excellence

We commit to being the best we can be in our work, aiming to improve and develop services to achieve positive changes. We deliver safe, high-quality, compassionate care and support.

I put the people I care for and support at the centre of all I do to make a difference

I take responsibility for my decisions and actions

I commit to best practice and sharing learning, while continually learning and developing

I try to improve by asking ‘could we do this better?’

Openness & Honesty

We are open and honest with each other and act with integrity and candour.

I am open and honest in order to develop trusting relationships

I ask someone for help when needed

I speak up if I have concerns

I challenge inappropriate or unacceptable behaviour and practice

JOB DESCRIPTION

JOB TITLE

Booking Clerk

BAND

DIRECTORATE

INITIAL LOCATION

3

Surgical & Clinical Services

Antrim, Fern House

REPORTS TO

Booking Office Manager

ACCOUNTABLE TO

FLEXIBLE WORKING PROVISIONS AVAILABLE

General Manager Patient Access

Full-time working/part time working

SUMMARY

The role will include working as part of a team and play a key part of the strategic modernisation and development of the pathway for GP, direct and other referrals within the Trust. This role will include the interface with patients, GPs and colleagues within and external to the Trust, both by correspondence and telephone. The role will maximise experience and development through working in registration and booking functions for outpatient clinics and theatre / day surgery lists. This will include competency in updating Encompass. Accuracy of clinical and patient information is paramount, requiring concentration and attention to detail.

The post holder will develop an excellent understanding of the Integrated Elective Access Policy (IEAP) and must have a flexible and innovative approach. The post holder will be required to adhere to all relevant procedures and policies within the Trust.

The post holder will be responsible for an allocated specialty / service and will manage the full booking processes for this area of responsibility.

KEY RESULT AREAS / MAIN RESPONSIBILITIES

Registration

Receive incoming paper referral letters and manage within agreed processes.

Register referrals onto the Encompass system in line with IEAP guidance.

Ensure that all referrals are processed in line with protocols to ensure prioritisation (urgent and routine) is timely and notify the Manager where this is not the case

File all referrals according to hospital standards

The post holder will be required to check inaccuracies in demographic details with GP’s or patients.

Notify system managers/raise a vFire for any anomalies with the patient’s record or incorrect details.

Allocate MRN numbers if required.

Monitor the partial booking dashboard to ensure clinic capacity is fully utilised

Identify any changes in demand whilst monitoring waiting lists and escalate to the manager.

Generate the partial booking report to collect and analyse data to allow for calculation of capacity for the partial booking process

Fully implement the partial booking process, issuing letters to patients, ensuring the relevant patient information leaflets are included.

Review and filter the waiting list work queue to track when the next stage of the PB process needs implemented

Remove patients from the waiting list if the patient fails to make contact after two invites. Follow up with a discharge letter to the patient and GP.

Deal with the high level of incoming calls promptly, professionally and politely. Excellent communication skills are required as calls into the booking office may be contentious or aggressive and persuasive skills will be required to encourage patients to accept appointment dates without alarming them to their clinical urgency

Deal with calls where they may be cultural or learning difficulties where excellent communication skills will be required. Liaise with Equality Department if written communication is required in alternative language or format

Manage all calls in a sensitive manner in accordance with office customer service policy

Understanding of the service to be able to redirect patient calls appropriately

Assist in the notification of cancelled and reduced clinics / lists and appointments, notifying the Access Manager of any shortfall in capacity so that the waiting time guarantee is not breached

Cancel sessions and patient appointments at short notice and identify capacity problems to the Manager immediately after notification. Liaise with ambulance and interpreting services regarding cancellations. Communicate with relevant departments to ensure staff are kept up to date with changes.

Where appointments are being arranged at short notice, including red flag appointments, attempts will be made to contact the patient by telephone and envoy messaging to ensure confirmation of attendance is received. Appropriate appointment documents will be attached with the confirmation letter.

Liaise with Cancer Services to ensure their records are up to date and patients are receiving appointments within appropriate timescales.

All booking will be in line with IEAP guidelines.

Liaise with ambulance and interpreting services to ensure patients have relevant services booked before attending booked dates.

Liaise with the Manager and secretaries to ensure that patients who have been cancelled are re-dated in line with IEAP.

Liaise with other HSC Trusts to book patients to sessions held in Northern Trust.

Liaise with GP, Dental and Ophthalmology practices to confirm and validate patient information as necessary.

Liaise with wards / departments regarding patient requirements to ensure smooth running of lists. This will included discussions about allergies, risks and medical conditions

Use Envoy messaging for text reminder to patients you are unable to contact by telephone. Messages must be accurate.

Train new members of staff in the department on the booking processes and computerised systems.

Ensure Integrated Elective Access Protocol is implemented at all times

Monitor and action any discrepancies in the patient work queue for pre-reg missing items and missing reg items follow up to include verifying patients/encounters, updating NOK details, adding the administrative category etc.

Monitor and action the referral/Authorisation work queue to prevent delays to the patient’s pathways.

Investigate referrals with missing information and update the referral to ensure completeness

Link patients to the administrative pathway if the pathway is not already active

Link patients to the diagnostic pathway if the pathway is not already active

Escalate to consultants and managers if patients have not been triaged within 3 days of the referral being received.

Investigate patients removed from a pathway to determine if the patient needs further episodes added or if the pathway needs closed

Review and add any missing paper referrals by scanning the document into the encompass system so the referral is visible

Notify cancer trackers of patients who have been identified as a two week wait and need their 2ww pathway activated

Ensure that the referral management and registration processes complies with the requirements of the cancer access standards, this includes informing GPs/referrers of downgraded referrals

Monitor and manage the waiting list work queues to ensure patients are on the appropriate waiting list per speciality

Monitor waiting lists through a process of regular review in order to ensure continuous validity

Escalate issues to consultants/line manager if patients are assigned to the incorrect waiting list or if inappropriate orders have been placed

Monitor for duplicate orders, verify if the order is genuine or an error and remove if required

Monitor waiting list work queues to ensure patients are not offered dates past the guaranteed waiting time. If patients are identified that they have been given a date beyond this, an earlier date should be offered to the patient or if dates agreed by a consultant brought to the Manager’s attention.

Ensure review / planned patients are offered dates within indicative timescale.

When selecting and offering dates to patients from waiting lists, ensure these are selected in chronological order.

Run correction reports at regular intervals, make amendments and return to individuals for correction.

GENERAL RESPONSIBILITIES

Employees of the Trust will be required to promote and support the mission and vision of the service for which they are responsible and:-

At all times provide a caring service and to treat those with whom they come into contact in a courteous and respectful manner

At all times demonstrate practice the HSC values of Working Together, Excellence, Openness & Honesty and Compassion

Carry out their duties and responsibilities in a manner which assures patient and client safety

Comply with all instructions in regard to Infection Prevention and Control

Demonstrate their commitment by their regular attendance and the efficient completion of all tasks allocated to them

Comply with the Trust’s Smoke Free Policy

Carry out their duties and responsibilities in compliance with health and safety policy and statutory regulations

Adhere to equal opportunities policy throughout the course of their employment

Ensure the ongoing confidence of the public in service provision

Adhere to the Code of Conduct for HSC Employees which aims to guide staff, managers and employers in the work that they do and the decisions and choices they have to make. Professional staff are expected to follow the code of conduct for their own professions as well as this code.

The post holder will promote and support effective team working, fostering a culture of openness and transparency. The post holder will ensure that they take all concerns raised with them seriously and act in accordance with the NHSCT Raising Concerns Policy and their professional code of conduct, where applicable.

RECORDS MANAGEMENT

All employees of the Northern Health & Social Care Trust are legally responsible for all records held, created or used as part of their business within the Northern Health and Social Care Trust, including patient/client, corporate and administrative records whether paper based or electronic and also including e-mails. All such records are public records and are accessible to the general public, with limited exceptions, under the Freedom of Information Act 2000, the Environment Regulations 2004, the General Data Protection Regulations (GDPR) and the Data Protection Act 2018. Employees are required to be conversant and to comply with the Northern Health and Social Care Trust policies on Information Governance including (for example) the ICT Security Policy, Data Quality and Data Protection Policy and Records Management Policy and to seek advice if in doubt.

SALARY

£24,017 - £25,674 per annum (pro-rata for part-time)

*Please note as this role may not meet the minimum salary threshold for a Skilled Worker visa (including a Heath and Care Worker visa) and the Trust will be unable to employ anyone that requires Sponsorship. For further information visit the UK Visas and Immigration website (https://www.gov.uk/government/organisations/uk-visas-and-immigration).

HOURS

Normal full-time hours of duty are 37½ hours per week, exclusive of meal times

MEDICAL

Appointment will be subject to a successful pre-employment health assessment.

HOLIDAYS

27 days each year; 29 days after 5 years’ service; 33 days after 10 years’ service and 10 statutory and public holidays.

PENSION

The post-holder can participate in the Health Social Care Pension Scheme.

NORTHERN TRUST BENEFITS

You can explore the benefits on offer to you in the Northern Trust by clicking here

PROBATIONARY PERIOD

You will serve a probationary period of normally six months.

WAITING LIST

A Trust-wide waiting list may be compiled for similar permanent/temporary, full/part time posts which may arise within the next 12 months.

PAY PROTECTION

Legacy Trust Staff who apply for a promotion after 1 April 2011 should be aware that they will lose their legacy protection arrangements and will be entitled to pay protection in accordance with circular HSS (JNF)(1) 2011. This circular will also apply to legacy staff who are currently in receipt of protection and who move post on promotion.

Completed application forms should be returned to the BSO Recruitment and Selection Shared Services Centre, Rosewood Villa, Longstone Hospital, 73 Loughgall Road, Armagh BT61 7PR on or before the closing date as stated in the advertisement.

Canvassing, either directly or indirectly, will be an absolute disqualification.

We will review this Job Description and it may include any other duties and responsibilities we determine in consultation with the jobholder. We do not intend it to be rigid and inflexible but rather to provide guidelines within which the jobholder works.

(May 2025)

PERSONNEL SPECIFICATION

Title of Post: Booking Clerk

Band of Post: 3

Notes to applicants

You must clearly demonstrate on your application form under each question, how you meet the required criteria as failure to do so may result in you not being shortlisted. You should clearly demonstrate this for both the essential and desirable criteria.

Shortlisting will be carried out on the basis of the essential criteria set out in Section 1 below, using the information provided by you on your application form.

Proof of qualifications and/or professional registration will be required if an offer of employment is made – if you are unable to provide this, the offer may be withdrawn.

Volunteering experience may be considered appropriate in particular for roles within the context of direct patient/client care.

ESSENTIAL CRITERIA

SECTION 1: The following are ESSENTIAL criteria which will initially be measured at shortlisting stage although may also be further explored during the interview/selection stage. You should therefore make it clear on your application form whether or not you meet these criteria. Failure to do so may result in you not being shortlisted. The stage in the process when the criteria will be measured is stated below.

Factor

Criteria

Method of Assessment

Qualifications/ Registration

Experience

NVQ level 3 (or equivalent) in administration

AND 1 years’ experience in a clerical / administrative role

AND 1 year experience dealing directly with customer queries

OR

5 GCSEs at Grades A-C including English

or equivalent

AND 2 years’ experience in a clerical / administrative Role

AND 1 year experience dealing directly with customer queries.

OR

3 years’ experience in a clerical / administrative role within a hospital setting

AND 1 year experience dealing directly with customer queries.

Shortlisting by Application Form

SECTION 2: The following are ESSENTIAL criteria which will be measured during the interview/ selection stage:

Skills / Abilities

Excellent communication skills

The ability to

Perform under pressure, with a high degree of accuracy and attention to detail

Work under own initiative and to deadlines, prioritises own work with little supervision, with a substantial degree of accountability.

Apply tact and diplomacy

Understand patient confidentiality and rights

Work as part of a team

Deal with difficult calls

Proficient in the use of Microsoft Packages

Flexible in working hours (shift pattern to be agreed)

Interview / Test

Knowledge

Knowledge of hospital computerised systems

Knowledge of Encompass

Knowledge of Integrated Elective Access Policy

Knowledge of developments in HPSS

Knowledge of the booking clerk role.

Interview / Test

Value Based Recruitment

Value Based Recruitment is a process adopted by the Northern Trust to attract and select employees on the basis that their individual values and behaviours align with those of the Trust.

It focuses on the ‘how’ and ‘why’ people do what they do.

Candidates who are short-listed for interview will need to demonstrate at interview that they have the required knowledge, skills, competencies and values to be effective in this new role.

In answering the value based questions you have the opportunity to share examples of when you have demonstrated values relevant to the Northern Trust.

Criminal Offences, Investigations and Charges

Having a criminal record will not necessarily debar you from working with the Trust. This will depend on the nature of the position, together with the circumstances and background of your offences or other information contained on a disclosure certificate. Where it is necessary to obtain an Access NI disclosure the Trust operates in line with the Access NI Code of Practice (www.nidirect.gov.uk/publications/accessni-code-practice).

If you require further information or a copy of the policy on the recruitment of ex-offenders or the policy on the Secure Handling, Use, Storage and Retention of Disclosure Information, please contact the Trust Human Resources Department.

As part of the Recruitment & Selection process it may be necessary for the Trust to carry out an Enhanced Disclosure Check through Access NI before any appointment to this post can be confirmed.

THE NHSCT IS AN EQUAL OPPORTUNITIES EMPLOYER

Successful applicants

may be required to attend for a Health Assessment

can expect to be placed at the minimum point of the pay scale, although a higher starting salary, within the range of the pay band may be available if the person appointed has experience relevant & equivalent to the post. If the successful candidate is an existing HSC employee moving to a higher band, AfC Pay on Promotion will apply.

have the right to request Flexible Working from the 1st day of their employment. A number of flexible working provisions are offered by all HSC Organisations including Full-time working, Fixed working patterns, Part-time working, Flexi-time, Compressed/elongated hours, Average hours working patterns, Term-time working, Job-share or Homeworking for some or all of the working pattern, depending on the role being undertaken. Successful applicants are encouraged to discuss with their manager what Flexible Working provisions may be available in the role they are taking up, prior to commencing employment, to help them achieve a positive Work/Life Balance.

(May 2025)