Job summary
Employer heading
Contact Centre Clerk
Band 2
Our Hywel Dda values reflect who we are and how we behave. We continuously work together to be the best we can be as we strive to develop and deliver excellent services, putting people at the heart of everything we do. Throughout our recruitment process you will be asked to think about how you would demonstrate these values in the way that you work with us.
If you are registered Health Care professional considering relocating to the Hywel Dda area in West Wales please don’t hesitate to contact our recruitment campaigns team directly via [email protected]
To keep up to date with our latest recruitment activity follow us on Facebook (Swyddi Hywel Dda Jobs), LinkedIn or on Twitter @SwyddiHDdaJobs
The salary scale above has been agreed as part of the NHS Agenda for Change pay award for 2024/2025 and will be implemented in November 2024 backdated to 1st April 2024 where applicable.
Hywel Dda University Health Board reserve the right to close vacancies after 24 hours if a large number of suitable applications are received. We encourage early applications to ensure consideration for a post.
Job overview
Exciting opportunities have risen for those wishing to work in the the Health Records Contact Centre.
The Contact Centre is a busy environment with a small friendly flexible team booking patients' first outpatient appointments for the start of their referral to treatment journey.
The work is patient-focused care orientated.
Feel free to give us a call and arrange a visit to find out more - we would be pleased to meet with you.
Main duties of the job
- Duties will include operation of a computerised patients administration system, including inputting, retrieval and updating of data.
- Utilising the available systems to efficiently arrange and agree all outpatient appointments for all Hywel Dda residents across the Health Board.
- Telephone patients to confirm/agree/cancel their outpatient appointments
- Respond to calls from those who may have questions/concerns
- Redirect calls as required
Working for our organisation
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.
Detailed job description and main responsibilities
You will be able to find a full job description and person specification attached within the supporting documents.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
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.
Interviews will be held on 11/12/2024.
Person specification
Qualifications and Knowledge
Essential criteria
- Good level of general education or equivalent experience
Desirable criteria
- NVQ 2 in Customer Care
Experience
Essential criteria
- No experience required
Desirable criteria
- Previous call centre/appointment centre or receptionist
- Attention to detail
- Understanding of confidentiality
Other
Essential criteria
- Flexible approach to needs of the service
Desirable criteria
- Welsh Speaker (Level 2)
Applicant requirements
Welsh language skills are desirable
Documents to download
Further details / informal visits contact
- Name
- Lisa Cooke
- Job title
- Contact Centre Supervisor
- Email address
- [email protected]
- Additional information
Contact Centre Co-ordinator - [email protected]
Supervisors Jayne Parry/Caroline Bowen
01554 783772/01554 786634
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