Communication Hub Support Clerk

Job summary

There are two posts available and hours will be agreed with the successful applicants.

The post holder will 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 the Hywel Dda population, for a broad range of Health Board services.

Individuals will be expected to handle a variety of telephone calls including patient queries and managing appointments, by managing and resolving all calls in an efficient, effective and professional manner.

You will deal effectively with any enquiries, whilst ensuring confidentiality, demonstration of a sound value base and possess excellent communication skills.

Main duties of the job

You will be part of the Communication Hub team, providing high-quality, patient-focused administrative support. The role involves answering incoming telephone calls efficiently and courteously, greeting callers in both English and Welsh, and ensuring all contact is handled promptly and professionally in line with departmental procedures. Using approved guidance scripts, you will provide consistent and accurate information while responding to calls and emails regarding appointments and general queries.

You will be responsible for booking, confirming, cancelling and rescheduling appointments using systems such as WPAS, Malinko, WIS, SharePoint and Netcall, ensuring that any changes result in a mutually agreed new appointment before ending the call. You will record caller details accurately, direct queries to the appropriate departments, and work closely with supervisors and colleagues to ensure service users receive up-to-date and reliable information at all times. Maintaining confidentiality in accordance with Health Board policies and information governance requirements is essential.

Welsh language skills are desirable for this post, and both Welsh and English speakers are equally welcome to apply.

About us

Hywel Dda University Health Board plans and provides NHS healthcare services for people living in Carmarthenshire, Ceredigion, Pembrokeshire, and bordering counties.

We have over 13,000 staff and together we provide primary, community, in-hospital, mental health and learning disabilities services.

We work in partnership with the three local authorities, as well as public, private and third sector colleagues, including our valued team of volunteers.

Our services are provided in:

• Four main hospitals: Bronglais Hospital in Aberystwyth; Glangwili Hospital in Carmarthen; Prince Philip Hospital in Llanelli; and Withybush Hospital in Haverfordwest
• Five community hospitals: Amman Valley and Llandovery hospitals in Carmarthenshire; Tregaron Hospital in Ceredigion; and Tenby and South Pembrokeshire hospitals in Pembrokeshire
• Two integrated care centres: Aberaeron and Cardigan in Ceredigion, and several other community settings
• 47 general practices (six of which are health board managed practices); dental practices (including four orthodontic); 97 community pharmacies; 43 general ophthalmic practices; and 8 ophthalmic domiciliary providers
• Numerous mental health and learning disabilities services