Communication Hub Support Clerk

Integrated Care System; Carmarthen; On-site; GBP 24,000; Full time

Job summary

A leading healthcare provider is seeking a Support Clerk for a permanent, full-time position. The role involves managing patient queries and booking appointments within a busy communication hub, necessitating strong communication skills and the ability to work under pressure. The position is located in Carmarthen, offering a competitive salary and a supportive environment for Welsh speakers.

Qualifications

• Good level of general education or equivalent experience.
• Experience in using administration systems.
• NVQ 2 customer care.
• ECDL Certificate.

Responsibilities

• Answer all telephone calls efficiently and courteously.
• Book and confirm appointments using WPAS and bespoke systems.
• Handle various enquiries while ensuring confidentiality.

Skills

Communication

Customer Service

Multi-tasking

Teamwork

Education

Good level of general education or equivalent experience

NVQ 2 customer care

ECDL Certificate

Tools

Administration systems

Job description

This post is a full time permanent post, however part time hours would be 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 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.

Dealing effectively with any enquiries whilst ensuring confidentiality, demonstration of a sound value base and excellent communication skills.

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.

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:

o Four main hospitals: Bronglais Hospital in Aberystwyth; Glangwili Hospital in Carmarthen; Prince Philip Hospital in Llanelli; and Withybush Hospital in Haverfordwesto Five community hospitals: Amman Valley and Llandovery hospitals in Carmarthenshire; Tregaron Hospital in Ceredigion; and Tenby and South Pembrokeshire hospitals in Pembrokeshireo Two integrated care centres: Aberaeron and Cardigan in Ceredigion, and several other community settingso 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 providerso Numerous mental health and learning disabilities services

Job 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 01/08/2025.

Person Specification

Qualifications and Knowledge

• Good level of general education or equivalent experience
• Experience in using administration systems
• NVQ 2 customer care
• ECDL Certificate

Experience

• Contact centre or administration/clerical experience
• Experience in health records/health sector

Circumstances

• 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
• Ability to liaise with a wide range of users
• Capable of dealing with sensitive and confidential situations

Language Skills

• Welsh Speaker (Level 1)

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.

£23,970 a yearper annum (pro rata if part time)