Putting Things Right (PTR) Call Handler/Administrator

Aneurin Bevan University Health Board; Caerleon; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading NHS organization in Wales is seeking a PTR Call Handler/Administrator to manage patient inquiries and provide administrative support. The successful candidate will handle calls empathetically, logging details accurately, while offering excellent customer service. The role also supports various teams within the NHS, requiring strong IT and communication skills. This position offers a competitive salary and opportunities for career development.

Benefits

Flexible working

Extensive training and development opportunities

Wellbeing Centre support

Qualifications

• Knowledge of administrative procedures, IT skills.
• Experience in a customer focused environment.
• Ability to work under pressure.

Responsibilities

• First point of contact for complainants.
• Maintain confidentiality while handling calls.
• Provide administrative support to the team.

Skills

Excellent telephone manner

Good communicator

Ability to prioritise

Negotiation skills

Education

Vocational Level 3 or equivalent experience

Tools

Word

Excel

PowerPoint

Outlook

RLDatix

Job description

We encourage applications from all with protected characteristics and from those in the Armed Forces Community. Applicants are invited to apply in Welsh, any application submitted through the medium of Welsh will not be treated less favourably than applications made in English.

Please let us know if you have any particular requirements to enable you to participate in the application and selection process. We will be pleased to discuss any reasonable adjustments OR SUPPORT needed. If you need any documents in a larger font or a different format (such as braille) please either contact the recruiting manager named in the job advert or alternatively contact the Aneurin Bevan University Health Board recruitment team on 01495 745805 option 3 OR EMAIL [e-mail]

If you are successful at interview for this post you will receive your conditional offer of appointment and information pack via email.

We reserve the right to close this vacancy at any time. Therefore we encourage early applications to ensure consideration for this post. If you are short listed for this post, you will be contacted via your email account you used to apply for this post, therefore please check your account regularly.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

Aneurin Bevan University Health Board support flexible working.

The salary scale above has been agreed as part of the NHS Agenda for Change pay award for 2025/2026 and will be implemented in August 2025 with arrears backdated to 1st April 2025 where applicable.

Please note that this vacancy may be withdrawn at any time should it be filled via the internal redeployment process

Job Overview

The aim of the PTR Call Handler/Administrator is to provide the initial point of contact for telephone concerns received by the Corporate PTR Team. They will also be responsible for uploading the information onto RLDatix.

The post holder will be required to use their own initiative when dealing with situations outside the parameters of procedures, but they can liaise with the Concerns Manager or experienced member of the PTR team for advice and guidance when required, particularly for difficult situations.

The post holder will also provide administrative support to the Putting Things Right Team.

They will promote a compassionate approach whilst responding to patient, family and service user enquires commensurate with organisational values, which promotes active listening and learning as the basis for improved engagement.

Main duties of the job

• To be responsible as the first point of contact for receiving, directing and monitoring calls from complainants.
• To obtain accurate details from the complainant, maintaining confidentially and ensuring compliance with General Data Protection Regulations (GDPR).
• To maintain an empathetic approach, whilst interpreting the needs of distressed /bereaved complainants.
• Discuss and agree actions with the Concerns Manager or experience member of the team, to facilitate early resolution wherever possible.
• Ensure detailed and accurate logging of information received from the complainant onto RLDatix.
• Assist in the complaints process for ensuring that draft complaint response letters that are sent to the Putting Things Right Team are correctly formatted and printed, prior to sign off by the Chief Executive.
• The post holder will be required to use the software packages that are in operation within the Health Board including, Word, Excel, PowerPoint and Outlook. Also, input and access information on RLDatix (i.e., web based Datix for incidents and separate module for complaints).
• Provide support to the Public Services Ombudsman for Wales (PSOW) and the Serious Incident Team, if required
  
  

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

Working for our organisation

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 speciality 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.

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. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.

Other

Essential criteria

• Flexible approach to work and working arrangements
  
  

Aptitude and Abilities

Essential criteria

• Excellent telephone manner and ability to deal with distressed callers
• Ability to prioritise, plan workload effectively and identify urgent action
• Good communicator and interpersonal skills, both verbal and written
• Ability to work under pressure
  
  

Desirable criteria

• Negotiation skills
  
  

Experience

Essential criteria

• Knowledge and experience of administrative procedures, IT skills
• Experience of working in a customer focused environment.
• Liaising/communicating with all levels of stakeholders
  
  

Desirable criteria

• Previous experience of working in an NHS setting
• Working experience of ABUHB E-Systems (e.g. Datix/RLDatix)
  
  

Qualifications And Or Knowledge

Essential criteria

• Knowledge of administrative procedures and systems, some of which are non-routine, and non-routine activities such as answering queries, progress chasing, task related problem solving, acquired through experience and training to Vocational Level 3 or equivalent demonstrable experience
  
  

Desirable criteria

• Welsh language level 3 or fluent Welsh speaker
• ECDL qualified