Communication Hub Support Clerk

Hywel Dda University Health Board; Carmarthen; On-site; GBP 22,000 - 26,000; Full time

Job summary

A Welsh healthcare provider is seeking a Support Clerk for its Communication Hub. This full-time permanent role includes managing patient queries, booking appointments, and ensuring confidentiality. Excellent communication skills in both English and Welsh are desired. The position is based in Carmarthen, and applicants who can speak Welsh are encouraged to apply.

Qualifications

• Must demonstrate excellent communication and interpersonal skills.
• Ability to operate various health board systems efficiently.
• Welsh language skills are desirable.

Responsibilities

• Respond to and process queries from the Hywel Dda population.
• Handle a variety of telephone calls and manage appointments.
• Ensure confidentiality and professionalism at all times.

Skills

Communication skills

Bilingual (English and Welsh)

Tools

WPAS

Malinko

SharePoint

Netcall

Job description

Overview

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 a registered health care professional considering relocating to the Hywel Dda area in West Wales, please 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. 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. 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.

Responsibilities

• 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.
• 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.
• Deal with enquiries while ensuring confidentiality, demonstrating a sound value base and excellent communication skills.
• Answer all telephone calls efficiently and in accordance with procedures, courteously greeting the caller in both English and Welsh.
• Ensure all calls are dealt with promptly and professionally, in line with agreed operational policies and procedures for the Communication Hub and the services supported.
• Use a guidance script to ensure consistency of communication.
• Answer telephone calls and emails related to appointments and queries.
• Book and confirm all clinic appointments into the agreed clinic systems (WPAS, Malinko and bespoke systems as required).
• Cancel and rearrange appointments as needed, confirming a new mutually agreed appointment before ending the call.
• Operate available systems such as WPAS, WIS, SharePoint and Netcall.
• Liaise with supervisors and other Communication Hub staff to provide callers with accurate and up-to-date information regarding supported services.
• Log caller details and direct them to the relevant department or provide appropriate contact information.
• Maintain confidentiality at all times in accordance with Health Board policies and procedures.

Welsh Language and Diversity

The Health Board is committed to bilingualism to enhance patient and service user experiences. We welcome applications from Welsh speakers. The ability to communicate in Welsh is desirable; if not met, we offer learning options and staff support to achieve minimal desirable requirements during employment. Applications submitted in Welsh will not be treated less favourably than those submitted in English.

Additional Information

Interviews will be held on 07/10/2025.

The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.

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 provide a range of services including primary, community, in-hospital, mental health and learning disabilities services. We work with local authorities and a wide range of partners. Our services are provided in:

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

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 English.