Call Handler

Job summary

The role of the Call Handler within the Wellbeing Matters Service is to answer calls in a polite and professional manner from patients/professionals/carers who require access to a wide range of services delivered for the University Health Board's (UHB) call centre, including district nursing, phlebotomy, equipment ordering and falls follow up services.

Wellbeing Matters is a growing, integrated service with the aim that new services continue to come through a single point of access with additional support and service offered.

The primary duty of the role is inbound call handling, but a flexible approach to the workload is expected as staff will also be required to complete administrative based tasks - including monitoring the generic inbox and processing digital referrals - as well as outbound call handling to identified patients and holding a compassionate conversation about their wellbeing and providing advice and signposting.

In all aspects of the role, call handlers will be required to work in partnership with all staff - both clinical and non-clinical - to ensure the safe processing of all patient information, thereby ensuring that all patients receive treatment based on accurately recorded information.

Remaining flexible on all occasions when covering call handling shifts is essential in this role, as well as being adaptable to new services and ways of working.

Main duties of the job

As a call handler for the Health Board you will be working in a call centre taking calls from members of the public, Health professionals, patients and carers, as well as performing designated administrative tasks including monitoring emails and processing digital referrals.

We currently process referrals for a wide variety of services that cover both Cardiff and the Vale. Many services are now offering electronic routes in for referrals so email processing as well as call handling skills are needed. This is a varied and interesting post for which full training will be given.

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 Board is one of the largest Integrated Health Boards in the UK, employing over 17,000 staff, providing over 100 specialist services. Working across 6 hospital sites, we have a diverse range of career opportunities to offer. Serving over 500,000 people living in Cardiff and the Vale, we are focussed on the health and care needs of our local population whilst working with our partners to develop regional services. Together we are committed to improving health outcomes for everyone, delivering excellent care and support.

Our mission is "Living Well, Caring Well, Working Together", and our vision is that every person's chance of leading a healthy life should be equal. Our 10-year transformation and improvement strategy, Shaping Our Future Wellbeing, is our chance to work collaboratively with the public and our workforce to make our health board more sustainable for the future.