Job summary
An exciting opportunity has arisen with the ALAS Contact Centre based in the Posture & Mobility Centre in Treforest.
This focus of this role is to be the main point of contact within the Posture & Mobility Service either in person or over the telephone. Therefore we require the candidate to be have excellent communication skills and have a caring nature. Processing of wheelchair referrals is an important element of this role so good attention to details is paramount. The Contact Centre is a busy environment which deal with a high volume of calls each day from our service users, care providers, and Healthcare professionals.
If you have the ability to work under pressure, work within in team or on your own, and would like to join this friendly, close knit team we would like to hear from you.
Main duties of the job
- To liaise with patients, visitors, staff and external providers
- Support the manager and the administrative team in the administrative function as required
- To deal competently and discreetly with queries either face to face or via the telephone using appropriate protocols in accordance with the Data Protection Act
- To process new referrals and register on patient administration system (BEST) and update records as appropriate using current systems to include scanning and uploading documents
- To check patient details as needed on other NHS databases (PMS, WDS etc.)
- To book appointments for clinics or home visits, ensuring all clinic capacity has been allocated in an efficient manner
- To cancel appointments in case of staff in availability due to sickness, urgent training etc. and re-book as per guidelines.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
About us
Cardiff and Vale University Health Boardis one of the largest Integrated Health Boards in the UK, employing over 15,000 staff, providing over 100 specialist services. Working across 6 hospital sites, we have a diverse range of career opportunities to offer. Serving around 500,000 people living in Cardiff and the Vale of Glamorgan, we are focused on the health and care needs of our local population whilst working with our partners to develop regional services.
Our mission is"Caring for People, Keeping People Well", and our vision is that every person's chance of leading a healthy life should be equal. As an organisation we are unashamedly ambitious for our population's health, rising to the challenges of today and tomorrow through our 10-year strategy, Shaping our Future Wellbeing. We are contributing to a healthier Wales with great emphasis placed on innovation and improvement, learning from around the world and leading the way in clinical research. Partnership working is strong at Cardiff and Vale, and we work closely with our staff and our community.
Cardiff, the thriving Welsh capital, is a fantastic city to live and work in with an abundance of sports, arts and cultural attractions. Situated to the west of Cardiff, the Vale of Glamorgan offers a combination of beautiful Welsh countryside and a dramatic natural coastline. Whether city life or rural living, Cardiff and the Vale offers the best of both worlds.
Job description
Job responsibilities
- To project the professional image of the business through demonstrating excellent customer care in all activities
- Deal with patient concerns or queries and escalate to appropriate senior staff (clinical or manager) as appropriate.
- To be flexible and willing to cover any unit within the ALAS Directorate should the need arise. The post holder may be expected to travel between sites.
- To support the ALAS Clinical and non-clinical staff with required tasks within competence
- Acts in ways that; support equality and value diversity. Treat everyone with whom you come in contact, with dignity and respect & recognise and report behaviour that undermines equality and diversity
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
Job description
Job responsibilities
- To project the professional image of the business through demonstrating excellent customer care in all activities
- Deal with patient concerns or queries and escalate to appropriate senior staff (clinical or manager) as appropriate.
- To be flexible and willing to cover any unit within the ALAS Directorate should the need arise. The post holder may be expected to travel between sites.
- To support the ALAS Clinical and non-clinical staff with required tasks within competence
- Acts in ways that; support equality and value diversity. Treat everyone with whom you come in contact, with dignity and respect & recognise and report behaviour that undermines equality and diversity
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
Person Specification
Qualifications
Essential
- GCSE's or Equivalent
- Good literacy and numeracy skills
Desirable
- NVQ Level 2 or equivalent
- European Computer Driving Licence (ECDL) or equivalent
Experience
Essential
- Previous experience of using software packages such as Microsoft Office i.e. Word, Excel, PowerPoint, Outlook
- Experience of Data Inputting and Retrieval
Desirable
- Previous experience in community sector, social care or NHS
- Previous experience of using a telephone switchboard.
Skills
Essential
- Effective communication skills both written and verbal
- Demonstrates ability to undertake a wide range of basic administrative tasks
- Ability to work autonomously and as part of a team
- Proactive approach
- Ability to problem solve and prioritise
- Willingness to further develop IT and clerical skills and knowledge
- Ability to attend training away from the workplace
- Able to work on own initiative
Desirable
- Ability to contribute to the continuous improvement of systems and processes
Special Knowledge
Essential
- Customer care skill & knowledge
Desirable
- Knowledge of NHS
- Knowledge of ALAS
Personal Qualities
Essential
- Approachable
- Ability to work under pressure
- Ability to work under own initiative
- Confidentiality
Other
Essential
- Ability to travel between ALAS sites (ALAC, Rookwood Hospital and the PMC, Treforest).
- Ability to keep up to date with the Trust's policies and procedures
- Able to attend and participate in all mandatory and statutory training events
Person Specification
Qualifications
Essential
- GCSE's or Equivalent
- Good literacy and numeracy skills
Desirable
- NVQ Level 2 or equivalent
- European Computer Driving Licence (ECDL) or equivalent
Experience
Essential
- Previous experience of using software packages such as Microsoft Office i.e. Word, Excel, PowerPoint, Outlook
- Experience of Data Inputting and Retrieval
Desirable
- Previous experience in community sector, social care or NHS
- Previous experience of using a telephone switchboard.
Skills
Essential
- Effective communication skills both written and verbal
- Demonstrates ability to undertake a wide range of basic administrative tasks
- Ability to work autonomously and as part of a team
- Proactive approach
- Ability to problem solve and prioritise
- Willingness to further develop IT and clerical skills and knowledge
- Ability to attend training away from the workplace
- Able to work on own initiative
Desirable
- Ability to contribute to the continuous improvement of systems and processes
Special Knowledge
Essential
- Customer care skill & knowledge
Desirable
- Knowledge of NHS
- Knowledge of ALAS
Personal Qualities
Essential
- Approachable
- Ability to work under pressure
- Ability to work under own initiative
- Confidentiality
Other
Essential
- Ability to travel between ALAS sites (ALAC, Rookwood Hospital and the PMC, Treforest).
- Ability to keep up to date with the Trust's policies and procedures
- Able to attend and participate in all mandatory and statutory training events
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
