Job summary
This post is a permanent post with full time and part time hours considered.
To support the delivery of Hywel Dda University Health Board's busy single point of contact service; The Communication Hub.
Working within the Communication Hub, Support Clerks are responsible for efficiently responding to and processing queries from Hywel Dda staff and population, for a broad range of services.
Individuals will be expected to handle a variety of telephone calls, including patient queries and managing appointments, by dealing with and resolving all calls in an efficient, effective and professional manner.
Dealing effectively with any enquiries whilst ensuring confidentiality.
Main duties of the job
Answer all telephone calls efficiently and in accordance to procedure, courteously greeting the caller in both English and Welsh.
To ensure all calls are dealt with promptly and in a proficient and professional manner, in accordance with agreed operational policies and procedures associated with the Communication Hub and the services we support.
Use a guidance script to ensure consistency of communication.
Answer telephone calls and emails from people in relation to their appointments and queries.
Book and confirm all clinic appointments into the agreed clinic utilising WPAS, Malinko and bespoke booking systems as required.
Cancel and rearrange all appointments that are unable to attend original appointment, ensuring a new mutually agreed appointment is confirmed before ending the telephone call.
Operates available systems such as WPAS, WIS, SharePoint and Netcall.
Liaise with the supervisors and other Communication Hub staff to ensure callers are provided with accurate and up to date information in regards to the services being supported.
Deals with general calls including logging the individuals details and information to the relevant department or providing them with the appropriate telephone number.
Ensures confidentiality is maintained at all times following agreed Health Board policies and procedures at all times.
About us
Hywel Dda University Health Board is the planner and provider of NHS healthcare services for people in Carmarthenshire, Ceredigion, Pembrokeshire and its bordering counties. Our 11,000 members of staff provide primary, community, in-hospital, mental health and learning disabilities services for around 384,000 people across a quarter of the landmass of Wales. We do this in partnership with our three local authorities and public, private and third sector colleagues, including our volunteers, through:
Four main hospitals: Bronglais General in Aberystwyth, Glangwili General in Carmarthen, Prince Philip in Llanelli and Withybush General in Haverfordwest;
Seven community hospitals: Amman Valley and Llandovery in Carmarthenshire; Tregaron, Aberaeron and Cardigan in Ceredigion; and Tenby and South Pembrokeshire Hospital Health and Social Care Resource Centre in Pembrokeshire;
48 general practices (four of which are managed practices), 47 dental practices (including three orthodontic), 99 community pharmacies, 44 general ophthalmic practices (43 providing Eye Health Examination Wales and 34 low vision services) and 17 domiciliary only providers and 11 health centres;
Numerous locations providing mental health and learning disabilities services;
Highly specialised and tertiary services commissioned by the Welsh Health Specialised Services Committee, a joint committee representing seven health boards across Wales.
Job description
Job responsibilities
You will be able to find a full job description and person specification attached within the supporting documents.
Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences. In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.
The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these minimal desirable requirements during the course of your employment with us.
Interviews will be held on 17/07/2024.
Job description
Job responsibilities
You will be able to find a full job description and person specification attached within the supporting documents.
Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences. In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.
The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these minimal desirable requirements during the course of your employment with us.
Interviews will be held on 17/07/2024.
Person Specification
Qualifications and Knowledge
Essential
- Good level of general education or equivalent experience
Desirable
- Experience in using administration systems
- NVQ 2 customer care
- ECDL Certificate
Experience
Essential
- Contact centre or administration/clerical experience
Desirable
- Previous call/appointment centre experience
- Experience in health records/health sector
Circumstances
Essential
- Courteous and friendly
- Ability to cope under pressure and meet deadlines
- Able to display patience and persevere with issues until resolved
- Team player, enthusiastic and motivated
- Ability to multi task
Desirable
- Ability to liaise with a wide range of users
- Capable of dealing with sensitive and confidential situations
Language Skills
Desirable
Person Specification
Qualifications and Knowledge
Essential
- Good level of general education or equivalent experience
Desirable
- Experience in using administration systems
- NVQ 2 customer care
- ECDL Certificate
Experience
Essential
- Contact centre or administration/clerical experience
Desirable
- Previous call/appointment centre experience
- Experience in health records/health sector
Circumstances
Essential
- Courteous and friendly
- Ability to cope under pressure and meet deadlines
- Able to display patience and persevere with issues until resolved
- Team player, enthusiastic and motivated
- Ability to multi task
Desirable
- Ability to liaise with a wide range of users
- Capable of dealing with sensitive and confidential situations
Language Skills
Desirable
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).
