Single Point of Access Telephone Co-ordinator / Clinic Administrator

Hywel Dda University Health Board; Carmarthen; On-site; GBP 40,000 - 60,000; Full time

Job summary

A Welsh healthcare provider is seeking a candidate to join their Sexual Health Service Team in Carmarthen. This role involves acting as the first point of contact for patients and healthcare providers, performing telephone triage, and assisting with general administration. Applicants should have experience in customer service and be able to handle sensitive inquiries with respect and professionalism. Knowledge of the Welsh language is desirable.

Qualifications

• Experience in customer service or as a receptionist.
• Ability to work independently and as part of a team.
• Understanding of confidentiality and sensitive issues.

Responsibilities

• Act as the first point of telephone contact for patients and healthcare providers.
• Perform telephone triage to allocate appointments appropriately.
• Use the Sexual Health Electronic Patient Record system competently.
• Communicate effectively in a courteous and non-judgemental manner.

Skills

Telephone communication

Use of Electronic Patient Record system

Ability to handle sensitive enquiries

Welsh language skills

Job description

Overview

The Sexual Health Team see over 30,000 patients each year across the 3 Health Board Counties with a mixture of face to face and virtual consultations. We offer a range of services including contraception, management of Sexually Transmitted infections, cervical screening, a Pregnancy Advisory service and Psychosexual Counselling. Working at the Sexual Health Service Hub in Carmarthen, the post holder will act as a first point of contact, efficiently responding to telephone enquiries from members of the public who wish to access the Service. They will provide general information to callers regarding service provision and allocate appointments appropriately. The post holder will also work independently being responsible for assisting with general administration and secretarial duties ensuring a professional and confidential service at all times. The role will involve dealing with first line enquiries, communicating and welcoming into the department all levels of personnel within defined parameters, both internal and external, via phone, e-mail and face to face. They will also need to be able to judge when they need to pass on queries and information to colleagues for more complex enquiries.

Responsibilities

• To act as a first point of telephone contact for patients and health care providers.
• To perform a telephone triage following service guidelines and individual judgement where necessary to ensure patients are allocated appropriate consultation appointments, including using own judgement to appoint / refer patients appropriately.
• To communicate effectively in a courteous and non-judgemental manner.
• To competently use the Sexual Health Electronic Patient Record system to register patients, book appointments and send patient information via SMS.
• To appreciate the sensitive nature of some enquiries (e.g., patients requesting advice following sexual assault, patients requesting termination of pregnancy) and treat patients with kindness and respect.
• To work unsupervised while requesting advice from Clinical staff as needed.
• To liaise directly with clinical staff, clearly communicating details of any calls received that raise concern for patient or staff safety.

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

About Hywel Dda University Health Board

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