Job summary
The Waiting List Support Service aims to offer a single point of contact for patients awaiting treatment. The service keeps patients regularly informed of waiting times and offers advice on how they can prepare for surgery and optimise their health whilst waiting.
The 3P's Waiting Well Policy launched by Welsh Government in September 2023 will ensure that support and information is easily accessible to those waiting and this role is vital to support a meaningful offer and to ensure that we minimise the risk of harm to patients.
Main duties of the job
The Nurse Waiting List Senior Call Handler will be responsible for the calls received as part of the waiting list support service. You will be responsible for giving specialist clinical advice to patients without direct supervision, ensuring they receive information on how they can optimise their health pre-operatively. This will be based upon evidence basedpractice in line with the legal requirements, statutory rules and Health Board policies to practice and the NMC code of conduct.
Reporting directly to the Clinical Lead Nurse, the post holder will give expert advice and support to all patients who make contact. This will include supervising more junior members of the team. Working with the wider multi-disciplinary team for each service, the post holder will ensure patients receive safe, individualised and effective standards ofadvice, guidance and information. A script and frequently asked questions will be used to respond to queries whilst ensuring clinical judgement is applied to individual situations when necessary.
The successful candidate will have significant clinical experience working within a multi-disciplinary team across different clinical specialties/conditions within the integrated care system.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
Interviews will be held on 14/04/25
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 12,000 members of staff provide primary, community, in-hospital, mental health and learning disabilities services to almost 400,000 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.
Five community hospitals: Amman Valley Hospital and Llandovery Hospital in Carmarthenshire, Tregaron Hospital in Ceredigion and Tenby and South Pembrokeshire Hospital Health and Social Care Resource Centre in Pembrokeshire.
Two integrated care centres (Aberaeron and Cardigan, Ceredigion).
Community facilities, including:
48 General Practices (GP surgeries), 49 Dental Practices, 98 Community Pharmacies (chemists), 44 General Ophthalmic Practices (including eye health and low vision services), 38 sites providing mental health and learning disability services, care within your own homes
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.
The 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.
Get instant access to our financial wellbeing benefit Wagestream. Wagestream is a tool for everyday life that lets you get paid your way by letting you track your wages in real-time, stream up to 50% of the money youve already earned, learn easy tips to manage your money better and save your wages straight from your salary.
https://fb.watch/hzQjE8HzTN/
Job description
Job responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents.
The 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.
Get instant access to our financial wellbeing benefit Wagestream. Wagestream is a tool for everyday life that lets you get paid your way by letting you track your wages in real-time, stream up to 50% of the money youve already earned, learn easy tips to manage your money better and save your wages straight from your salary.
https://fb.watch/hzQjE8HzTN/
Person Specification
Qualifications and Knowledge
Essential
- Level 1 registered Nurse
- Current NMC registration
- Post Grad diploma in nursing or significant post-registration experience in a relevant specialist field
- Mentorship qualification or equivalent
- Knowledge of current waiting times and NHS targets
- Evidence of continuing professional development, statutory and mandatory training
- Understanding of clinical governance
- Understanding of Quality Improvement
Desirable
- Degree in Nursing
- Leadership qualification or willing to work towards
Experience
Essential
- Significant post registration experience in acute, community or public health
- Well-developed clinical skills
- Previous evidence of audit and research
Desirable
- Previously worked within acute setting
- Contact centre or call handling experience
- Teaching/facilitation experience
Language skills
Desirable
Person Specification
Qualifications and Knowledge
Essential
- Level 1 registered Nurse
- Current NMC registration
- Post Grad diploma in nursing or significant post-registration experience in a relevant specialist field
- Mentorship qualification or equivalent
- Knowledge of current waiting times and NHS targets
- Evidence of continuing professional development, statutory and mandatory training
- Understanding of clinical governance
- Understanding of Quality Improvement
Desirable
- Degree in Nursing
- Leadership qualification or willing to work towards
Experience
Essential
- Significant post registration experience in acute, community or public health
- Well-developed clinical skills
- Previous evidence of audit and research
Desirable
- Previously worked within acute setting
- Contact centre or call handling experience
- Teaching/facilitation experience
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).
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).
