Telephone Booking Clerk

Job summary

The Telephone Booking Clerk is responsible for providing an efficient and professional telephone appointment booking service for phlebotomy clinics across community sites.

Working closely with the phlebotomy supervisor, the role involves scheduling appointments, liaising with patients, carers, and healthcare staff, and ensuring smooth clinic operations.

The clerk handles incoming calls, manages booking amendments or cancellations, and supports administrative tasks while maintaining excellent communication and customer service.

The position requires good IT skills, attention to detail, and a caring, patient-focused approach in a busy call centre environment. Full training is provided, and professionalism and confidentiality are essential at all times.

Main duties of the job

As a Telephone Booking Clerk, you will be the first point of contact for patients booking blood test appointments. You will handle inbound telephone enquiries, manage appointment bookings across various clinics, and maintain accurate records.

The role also involves administrative tasks that support the operation of the telephone booking system and community clinics.

• Deliver a professional and efficient telephone service, booking phlebotomy appointments for patients in community clinics.
• Liaise with clinical, administrative, and support staff to ensure appointment availability and service coordination.
• Answer all calls in a courteous, caring, and patient manner, ensuring a high standard of customer service.
• Set up and maintain clinic schedules, managing cancellations and amendments as necessary.
• Participate in departmental training and develop call-handling and IT system skills.
• Undertake administrative duties within the call centre, maintaining accuracy and adherence to protocols.
• Handle sensitive information in accordance with data protection and confidentiality regulations.
• Communicate effectively with other departments, including portering and outpatient teams, on behalf of patients.
• Maintain professionalism in a busy environment, supporting service users and colleagues.
• Ensure compliance with all mandatory training, health and safety standards, and departmental procedures.

About us

SYNLAB UK & Ireland is a leading provider of high-quality pathology and diagnostic services, working in close partnership with hospitals, clinicians, and healthcare organisations. Our mission is to support improved patient outcomes by delivering reliable, timely, and innovative laboratory services. With a commitment to quality, innovation, and patient care, we operate across diverse environments that reflect our values of inclusion and excellence.

We believe in supporting our people and offer exciting benefits including a generous Wellbeing Allowance (up to £1,500 per annum for Band 26 roles) and enhanced night shift payments (Band 5 & 6 roles only). We are committed to developing talent at all levels and fostering a culture of growth and professional development.