Communication Hub Support Clerk

Hywel Dda University Health Board; Wales; On-site; GBP 20,000 - 25,000; Full time

Job summary

A regional health service in Wales is seeking Support Clerks to join their Communication Hub. This role involves responding to patient queries, managing appointments, and ensuring confidentiality. The ideal candidates will have strong communication skills and experience in customer service. Bilingual candidates are encouraged to apply, though Welsh-speaking skills are not mandatory. This is a full-time permanent position, with part-time hours considered.

Qualifications

• Experience in a contact centre or administration/clerical role.
• Experience in health records or within the health sector is desirable.
• Ability to communicate in Welsh is desirable but not mandatory.

Responsibilities

• Answer all telephone calls efficiently and courteously.
• Manage and book appointments using various systems.
• Ensure callers receive accurate and up-to-date information.

Skills

Communication skills

Customer service

Ability to multitask

Education

Good level of general education or equivalent experience

Tools

WPAS

SharePoint

Netcall

Job description

Job overview

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

Working for our organisation

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:

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

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 07/10/2025.

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

• 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)