Job summary
An exciting opportunity has arisen to join a busy and supportive team within the Referral & Booking Centre based at St Woolos Hospital in Newport OR Nevill Hall Hospital in Abergavenny.
We are looking for individuals who have:
- Excellent telephone manner and communication skills- Excellent organisational skills- Excellent attention to detail- Flexibility in working practices- The ability to work as part of a team and on own initiative- The ability to work under pressure to meet deadlines- The ability to work at other locations- The ability to work Saturday morning on a rotational basis
The Referral and Booking team play a vital role in patient care and has a commitment to deliver, high quality care in the right place, at the right time.
You will be well supported by a Team Leader and will receive full training in all aspects of this fast paced role, including dealing with the large volume of calls into the department by our internal Trainer.
We can also offer many training and development opportunities to further progress your career within the service.
If you would like to be part of our team and believe you can help us achieve our aims, then this is the place for you.
Main duties of the job
Provide a service to all acute service clinics within the Health Board
- Make, amend and cancel appointments
- Call handling (incoming and outgoing) and dealing with enquiries in accordance with data protection
- Processing referral letters
- Updating waiting list entries
- Maintain professional communication with service users and all disciplines of staff
Candidates are advised to ensure they refer to the attached Person Specification and use the 'Supporting Information' section of the application form to detail how they meet the various requirements.
The ability to speak Welsh is Desirable for this role, or willingness to undertake training as required by the post; Welsh and/or English speakers are equally welcome to apply.
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
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
Experience
Essential
- Previous clerical experience and administrative processes
- Customer service experience
- Experience of dealing with the public
Desirable
- Knowledge of WPAS, CWS and WG Guidelines
Skills and Attributes
Essential
- Excellent Telephone Manner
- Excellent Communication Skills
Desirable
- Empathy, tact and diplomacy when dealing with difficult situations
- Flexible to the needs of the Service
- Ability to work and problem solve under pressure whilst achieving targets
- Demonstrate a commitment to achieving high quality standards of work
- Accurate and methodical in all aspects of work
- Remain professional at all times
- Ability to use own initiative and meet deadlines
- Ability to speak Welsh or a willingness to undertake training as required by the post
Other
Essential
- Knowledge of how to plan and prioritise
- Ability to work effectively with Clinicians and directorate Managers
Desirable
- Ability to manage difficult situations
- Ability to develop good and effective employee relations
- Ability to maintain concentration with frequent interruptions from both staff and users of the service
- Understanding of Health Board policies and procedures including HR
Qualification and Knowledge
Essential
- Good standard of Education
- Knowledge of Admin procedures and systems, some of which are non-routine activities such as answering queries, progressing chasing, task related problem solving
Desirable
- NVQ Level 3 or equivalent demonstrable experience
- Computer Literate
- Evidence of Continuous improvement
Person Specification
Experience
Essential
- Previous clerical experience and administrative processes
- Customer service experience
- Experience of dealing with the public
Desirable
- Knowledge of WPAS, CWS and WG Guidelines
Skills and Attributes
Essential
- Excellent Telephone Manner
- Excellent Communication Skills
Desirable
- Empathy, tact and diplomacy when dealing with difficult situations
- Flexible to the needs of the Service
- Ability to work and problem solve under pressure whilst achieving targets
- Demonstrate a commitment to achieving high quality standards of work
- Accurate and methodical in all aspects of work
- Remain professional at all times
- Ability to use own initiative and meet deadlines
- Ability to speak Welsh or a willingness to undertake training as required by the post
Other
Essential
- Knowledge of how to plan and prioritise
- Ability to work effectively with Clinicians and directorate Managers
Desirable
- Ability to manage difficult situations
- Ability to develop good and effective employee relations
- Ability to maintain concentration with frequent interruptions from both staff and users of the service
- Understanding of Health Board policies and procedures including HR
Qualification and Knowledge
Essential
- Good standard of Education
- Knowledge of Admin procedures and systems, some of which are non-routine activities such as answering queries, progressing chasing, task related problem solving
Desirable
- NVQ Level 3 or equivalent demonstrable experience
- Computer Literate
- Evidence of Continuous improvement
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).
