Job summary
We are looking for a confident and professional member of staff to join our front line call handling service in Vantage Point House, Cwmbran. The successful candidate will ideally have experience of working in a customer care environment and will be well-organised and able to work under pressure. Excellent computer skills are essential along with theability to multi-task and respond effectively and efficiently to referrals that are received by both phone and email.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
There are 2 posts available, one full time and the other where hours are negotiable and will be discussed at interview.
Main duties of the job
The post holder will be responsible for processing telephone and electronic referrals from medical professionals, including GPs, Welsh Ambulance Services NHS Trust (WAST) and other healthcare professionals for patients needing to access Frailty and District Nursing Services.
Frailty SPA Call Handlers are the first point of contact for the Frailty Service and are the customer interface between the five Local Authorities and the Health Board. They will work closely with the five Community Resource Teams to ensure that referrals are processed quickly and efficiently so that patients receive medical attention without delay.
This post is fixed term/secondment until 31st March 2025 due to funding. If you are interested in applying for the secondment position, you must obtain permission from your current line manager prior to applying for this post.
About us
Aneurin Bevan University Health Board is a multi-award-winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your specialty or stage in your career, we have opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.
We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in-house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work life balance, provide occupational health support and an ambitious plan for a Wellbeing Centre of Excellence to support you at work.
Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high quality hospital care when needed. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.
Job description
Job responsibilities
The ABUHB Frailty Single Point of Access (SPA) is an established service that acts as a first point of contact for patients and medical professionals accessing community healthcare in the ABUHB area. The service is responsible for fielding calls into the service from medical professionals and for processing referrals for the five Gwent Community Resource Teams (CRTs) across Blaenau Gwent, Caerphilly, Monmouthshire, Newport and Torfaen. The aim of the service is to ensure that patients in the ABUHB area receive the best care in the most appropriate location to meet their needs. The service receives referrals from Primary Care, eg the Community Specialist Diabetes team, and the Welsh Ambulance Service Trust (WAST) alongside other referring agencies. The SPA also processes referrals from members of the public who require the services of a District and/or Diabetic Nurse.
Following a period of training and evaluation, the Frailty Call Handler will be expected to work closely with the five CRTs and Gwent District Nursing teams to ensure that patients are referred to the most appropriate service within agreed timeframes. The service operates 8am 8pm, 7 days a week, 365 days a year.
The Frailty Call Handler will be employed by ABUHB and will be required to work flexibly to meet service demands. Weekend working is a requirement of this post.
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
The ABUHB Frailty Single Point of Access (SPA) is an established service that acts as a first point of contact for patients and medical professionals accessing community healthcare in the ABUHB area. The service is responsible for fielding calls into the service from medical professionals and for processing referrals for the five Gwent Community Resource Teams (CRTs) across Blaenau Gwent, Caerphilly, Monmouthshire, Newport and Torfaen. The aim of the service is to ensure that patients in the ABUHB area receive the best care in the most appropriate location to meet their needs. The service receives referrals from Primary Care, eg the Community Specialist Diabetes team, and the Welsh Ambulance Service Trust (WAST) alongside other referring agencies. The SPA also processes referrals from members of the public who require the services of a District and/or Diabetic Nurse.
Following a period of training and evaluation, the Frailty Call Handler will be expected to work closely with the five CRTs and Gwent District Nursing teams to ensure that patients are referred to the most appropriate service within agreed timeframes. The service operates 8am 8pm, 7 days a week, 365 days a year.
The Frailty Call Handler will be employed by ABUHB and will be required to work flexibly to meet service demands. Weekend working is a requirement of this post.
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
Knowledge and Experience
Essential
- Knowledge and experience of administrative procedures/problem solving
- IT Skills ie Word, Excel, Outlook
- Customer service experience
Desirable
- Previous experience/good understanding of working in a call centre
Other
Essential
- Ability to be flexible and to meet service needs
- Flexibility in working hours
- Willing to work unsociable hours, weekends and bank holidays
Person Specification
Knowledge and Experience
Essential
- Knowledge and experience of administrative procedures/problem solving
- IT Skills ie Word, Excel, Outlook
- Customer service experience
Desirable
- Previous experience/good understanding of working in a call centre
Other
Essential
- Ability to be flexible and to meet service needs
- Flexibility in working hours
- Willing to work unsociable hours, weekends and bank holidays
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).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
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).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
