Trac proudly powers the recruitment for
Hywel Dda University Health Board
About
Hywel Dda University Health Board provides healthcare services to a total population of around 372,320 throughout Carmarthenshire, Ceredigion and Pembrokeshire. It provides Acute, Primary, Community, Mental Health and Learning Disabilities services via General and Community Hospitals, Health Centres, GP's, Dentists, Pharmacists and Optometrists and other sites.
Single Point of Contact Support Clerk
Closed for applications on: 9-Jul-2024 00:00
Vacancy status: Closed
Closed for applications on: 9-Jul-2024 00:00
Key details
Location
- Site
- Hafan Derwen
- Address
- St David's Park
- Town
- Carmarthen
- Postcode
- SA31 3BB
- Major / Minor Region
- Carmarthenshire
Contract type & working pattern
- Contract
- Permanent: Full time but part time hours will be considered
- Hours
- Full time
- Part time
Salary
- Salary
- £22,720 per annum (pro rata if part time)
- Salary period
- Yearly
- Grade
- (Band 2)
Specialty
- Main area
- Support Clerk
- Interview date
- 17/07/2024
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
Please be advised that there is a temporary top up for Bands 1,2 and 3 to reflect the incorporation of the top up to the living wage of £12 per hour - £23,465 per annum. This temporary top up will be in place until the annual pay uplift for 2024/25 is confirmed.
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
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.
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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.
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 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.
Detailed job description and main 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.
Hywel Dda University Health Board operates a bilingual policy. All applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English.
By submitting your application to NHS Jobs/Trac, you are giving your consent for elements of your application data to be transferred to the NHS Electronic Staff Record (ESR) and other secure, internal NHS Workforce systems in order to support and manage your recruitment and employment within your employing organisation; to be used by Recruitment for purposes of checking your Professional Registration online (where applicable).
These processes are in line with Fair and Lawful processing in line with current Data Protection Legislation especially those in relation to your personal or sensitive personal data (sensitive personal data is defined as any declared physical or mental health conditions, racial or ethnic origin, sexual orientation, trade union membership, political opinion, religious beliefs). As an organisation, we ensure that the legislation defining confidentiality is observed such as use of data for specific, defined purposes, and use of data that is relevant and not excessive whilst practicing data accuracy and security of all held personal identifiable information (PII)
If you are successfully appointed, by completing the application form you authorise the UHB to obtain any previous NHS service details including all electronically held sickness information, via the Inter Authority Transfer process on the national Electronic Staff Record (ESR).
To work in the UK, all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship to obtain either a Health and Care visa or Skilled Worker visa, unless you have permission to work via another route. Non UK / RoI candidates wishing to apply should self-assess the likelihood of obtaining a Certificate of Sponsorship by visiting Work in the UK. If you are eligible for the Health and Care visa, application costs are lower and you do not need to pay the annual Immigration Health Surcharge.
Applicant requirements
Welsh language skills are desirable
Person specification
Qualifications and Knowledge
Essential criteria
- Good level of general education or equivalent experience
Desirable criteria
- Experience in using administration systems
- NVQ 2 customer care
- ECDL Certificate
Experience
Essential criteria
- Contact centre or administration/clerical experience
Desirable criteria
- Previous call/appointment centre experience
- Experience in health records/health sector
Circumstances
Essential criteria
- 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 criteria
- Ability to liaise with a wide range of users
- Capable of dealing with sensitive and confidential situations
Language Skills
Desirable criteria
- Welsh Speaker (Level 1)
Further details / informal visits contact
- Name
- Rosie Frewin
- Job title
- Communication Hub Senior Service Manager
- Email address
- [email protected]
- Telephone number
- 01267 283210
- Additional information
Please feel able to contact Rosie Frewin to arrange a visit and a chat: [email protected]
No longer accepting applications
Sorry, this vacancy is no longer accepting applications.
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