Health Records

Aneurin Bevan University Health Board; Newport; On-site; GBP 60,000 - 80,000; Full time

Job summary

A prominent NHS organization in Newport is seeking a dedicated team member for the Referral & Booking Centre. You will engage with patients, manage appointments, and handle inquiries. Strong communication skills and attention to detail are essential, along with the ability to work under pressure. This role provides training in a supportive environment with opportunities for further development. Flexibility with work hours, including weekends, is required. A good standard of education is necessary, and Welsh language skills are advantageous.

Benefits

Fantastic benefits package

Extensive training and development opportunities

Flexible working hours

Occupational health support

Qualifications

• Experience dealing with the public in a clerical capacity.
• Flexibility in working practices and willingness to work at other locations.
• Ability to remain professional at all times while managing difficult situations.

Responsibilities

• Provide service to all acute service clinics within the Health Board.
• Manage appointments including making, amending, and cancelling.
• Handle incoming and outgoing calls and process referral letters.

Skills

Excellent telephone manner and communication skills

Excellent organisational skills

Excellent attention to detail

Ability to work under pressure to meet deadlines

Customer service experience

Computer literacy

Education

Good standard of education

NVQ Level 3 or equivalent

Job description

Overview

An exciting opportunity has arisen to join a busy and supportive team within the Referral & Booking Centre based at St Woolos Hospital in Newport OR Nevill Hall Hospital in Abergavenny. The Referral and Booking team play a vital role in patient care and is committed to delivering high‑quality care in the right place, at the right time. You will be well supported by a Team Leader and will receive full training in all aspects of this fast‑paced role, including dealing with the large volume of calls into the department.

Key Responsibilities

• Provide a service to all acute service clinics within the Health Board
• Make, amend and cancel appointments
• Call handling (incoming and outgoing) and dealing with enquiries in accordance with data protection
• Process referral letters
• Update waiting list entries
• Maintain professional communication with service users and all disciplines of staff

Required Skills & Experience

• Excellent telephone manner and communication skills
• Excellent organisational skills
• Excellent attention to detail
• Flexibility in working practices
• Ability to work as part of a team and on own initiative
• Ability to work under pressure to meet deadlines
• Ability to work at other locations
• Ability to work Saturday morning on a rotational basis
• Previous clerical experience and administrative processes
• Customer service experience
• Experience of dealing with the public
• Knowledge of WPAS, CWS and WG Guidelines
• Empathy, tact and diplomacy when dealing with difficult situations
• Flexible to the needs of the service
• Ability to work and problem‑solve under pressure whilst achieving targets
• Demonstrate a commitment to achieving high‑quality standards of work
• Accurate and methodical in all aspects of work
• Remain professional at all times
• Ability to use own initiative and meet deadlines
• Ability to speak Welsh or a willingness to undertake training as required by the post
• Knowledge of how to plan and prioritise
• Ability to work effectively with clinicians and directorate managers
• Ability to manage difficult situations
• Ability to develop good and effective employee relations
• Ability to maintain concentration with frequent interruptions from both staff and users of the service
• Understanding of Health Board policies and procedures including HR
• Good standard of education
• Knowledge of admin procedures and systems, some of which are non‑routine activities such as answering queries, progressing chasing, task‑related problem solving
• Computer literate
• Evidence of continuous improvement

Desirable Qualifications

• NVQ Level 3 or equivalent demonstrable experience
• Willingness to undertake Welsh language training where required

Supporting Documentation

Full job description and Person Specification are attached within the supporting documents or can be viewed by clicking Apply now to view in Trac.

About Aneurin Bevan University Health Board

Aneurin Bevan University Health Board is a multi‑award‑winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your specialty or stage in your career, we have opportunities for everyone to start, grow and build your career. The Health Board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.

Benefits & Development

We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in‑house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work‑life balance, provide occupational health support and an ambitious plan for a Wellbeing Centre of Excellence to support you at work. Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high‑quality hospital care when needed.

Additional Information

The ability to speak Welsh is desirable for this role, or a willingness to undertake training as required by the post; Welsh and/or English speakers are equally welcome to apply.