Call Handler Support Officer

Cardiff and Vale University Health Board

Information:

This job is now closed

Job summary

The Call Handler Support Officer will be responsible for making and receiving telephone calls as part of the UHB's single point of contact service, established under the direction of Welsh Government's 3Ps Policy. The post holder will be responsible for giving routine, scripted advice to patients under the direction of a registered health professional, ensuring they receive information on how they can optimise their health prior to undergoing treatment.

The ability to speak Welsh is desirable for this role; Welsh and/or English speakers are equally welcome to apply.

Main duties of the job

Answer telephone calls from people in relation to their waiting list queries. Logging those on centralized systems that require specialist advice if unable to deal with at the time.

Use the most up to date script, evidence base and guidance to ensure consistency of communication.

Guide callers to services and resources which will support them to optimise their health whilst waiting on a waiting list.

Operate available systems such as SharePoint and Agent.

Liaise with the clinical lead and other members of the team to ensure callers are provided with accurate and up to date information in regards to the appropriate services.

Demonstrate and ensure patients' needs are fully met following their call.

Alert appropriate agencies when there are any concerns regarding potential/actual risk to a patient e.g. child protection, domestic violence and protection of vulnerable adults.

Ensures confidentiality is maintained at all times following agreed Health Board policies and procedures at all times.

Advise patients on the promotion of health and prevention of illnesses.

Demonstrate politeness, courtesy and sensitivity in dealing with patients, relatives and colleagues, maintaining good customer relations.

Remain calm and helpful to individuals even in hostile situations.

Maintain accurate patient information and ensure that confidentiality is observed.

About us

Cardiff and Vale University Health Board is 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 focussed 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.

Date posted

24 October 2024

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,433 to £26,060 a year per annum pro rata

Contract

Permanent

Working pattern

Full-time, Part-time, Job share

Reference number

001-AC397-1024

Job locations

University Hospital of Wales

Cardiff

CF14 4XW


Job description

Job responsibilities

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

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

  • 5 GCSEs at A-C including English and Maths
  • Level 3 qualification or equivalent experience in an administrative role

Experience

Essential

  • Experience of working in a team

Desirable

  • Previous clinical experience

Skills

Essential

  • IT literate with a comprehensive knowledge of Microsoft Office packages including Word, Outlook and Teams
Person Specification

Qualifications

Essential

  • 5 GCSEs at A-C including English and Maths
  • Level 3 qualification or equivalent experience in an administrative role

Experience

Essential

  • Experience of working in a team

Desirable

  • Previous clinical experience

Skills

Essential

  • IT literate with a comprehensive knowledge of Microsoft Office packages including Word, Outlook and Teams

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.

Certificate of Sponsorship

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.

Certificate of Sponsorship

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).

Employer details

Employer name

Cardiff and Vale University Health Board

Address

University Hospital of Wales

Cardiff

CF14 4XW


Employer's website

https://cavuhb.nhs.wales/ (Opens in a new tab)

Employer details

Employer name

Cardiff and Vale University Health Board

Address

University Hospital of Wales

Cardiff

CF14 4XW


Employer's website

https://cavuhb.nhs.wales/ (Opens in a new tab)

For questions about the job, contact:

Senior Programme Manager

Joanna North

Joanna.North@wales.nhs.uk

02921847196

Date posted

24 October 2024

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,433 to £26,060 a year per annum pro rata

Contract

Permanent

Working pattern

Full-time, Part-time, Job share

Reference number

001-AC397-1024

Job locations

University Hospital of Wales

Cardiff

CF14 4XW


Supporting documents

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