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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. 

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. 

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.