Position Summary
The Bookings Agent is responsible for coordinating staffing requests and arranging shift coverage for healthcare professionals. The role involves responding to telephone and email inquiries, identifying suitable workers, confirming availability, processing bookings and cancellations, and arranging urgent replacements when needed.
The position will provide out-of-hours support, including evenings, weekends, and public holidays, as agreed with the client. The successful candidate must be reliable, detail-oriented, and able to work independently, exercise sound judgment under pressure, and ensure smooth handovers to the day team.
Job Details
- Setup: Onsite (Eastwood)
- Work Schedule: Wednesday to Sunday | 10:00 pm - 7:00 am (Manila Time)
- Holidays: Follows Irish Holidays
Key Responsibilities
- Receive and respond to staffing requests through telephone and email.
- Search the worker database to identify suitable healthcare professionals near the client’s location.
- Contact workers to confirm their interest and availability for requested shifts, expanding the search area when necessary.
- Record confirmed shifts accurately in the booking system to generate confirmations for workers and clients.
- Manage cancellations and promptly notify affected workers and relevant parties.
- Handle urgent staffing requests, including sickness calls, no-shows, and last-minute shift replacements.
- Monitor the out-of-hours telephone line and inbox, ensuring requests are addressed promptly and professionally.
- Escalate exceptional situations or issues beyond the role’s authority to the designated on-call manager.
- Maintain accurate booking records and complete a daily handover log for the day team, including outstanding requests and follow-up actions.
- Follow established booking procedures and ensure clear communication of shift locations, timings, instructions, and special requirements.
- Work independently during assigned shifts while maintaining service quality and continuity of bookings support.
Essential Qualifications
- Strong written and spoken English communication skills.
- Clear, concise, and professional telephone and email communication.
- Good attention to detail and the ability to maintain accurate records.
- Ability to follow established procedures and manage multiple requests efficiently.
- Strong organizational skills and the ability to prioritize urgent tasks.
- Sound judgment and problem-solving skills, particularly when handling time-sensitive staffing issues.
- Ability to work independently and remain dependable during out-of-hours shifts.
Preferred Qualifications and Experience
- Previous experience in shift booking, workforce scheduling, dispatch, or contact centre operations.
- Experience working night shifts, weekends, or public holidays.
- Previous exposure to healthcare staffing or similar service-based environments.
Other Requirements
- Willingness to work agreed out-of-hours shifts, including evenings, weekends, and public holidays, based on the final coverage arrangement.
- Ability to work independently and make appropriate decisions in urgent situations.
- Willingness to learn the booking procedures and systems. Experience with the client's specific CRM is not required, as training will be provided.