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- Tasks: Support the Communication Hub by handling patient queries and managing appointments efficiently.
- Company: Hywel Dda University Health Board, dedicated to excellent healthcare services.
- Benefits: Full-time permanent role with part-time options, plus opportunities for Welsh language learning.
- Why this job: Join a team that puts people first and makes a real difference in healthcare.
- Qualifications: Strong communication skills; Welsh language ability is desirable but not essential.
- Other info: Dynamic work environment with a commitment to bilingualism and diversity.
The predicted salary is between 30000 - 42000 £ per year.
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.
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.
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
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.
Communication Hub Support Clerk employer: Hywel Dda University Health Board
Contact Detail:
Hywel Dda University Health Board Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Communication Hub Support Clerk
✨Tip Number 1
Get to know the Hywel Dda values inside out! When you’re chatting with them, make sure to weave in how your own values align with theirs. It shows you’re not just looking for any job, but you genuinely want to be part of their team.
✨Tip Number 2
Practice makes perfect! Before your interview, role-play common scenarios you might face as a Support Clerk. This will help you feel more confident and ready to tackle those tricky questions about handling patient queries.
✨Tip Number 3
Don’t forget to brush up on your Welsh! If you’re not fluent yet, show your enthusiasm for learning. Mention any steps you’re taking to improve your Welsh skills during the interview – it’ll score you some serious points!
✨Tip Number 4
Apply through our website for the best chance! We’re all about making the process smooth and easy for you. Plus, it shows you’re proactive and keen to join the Hywel Dda family. Don’t wait too long, though – they might close the vacancy if they get loads of applications!
We think you need these skills to ace Communication Hub Support Clerk
Some tips for your application 🫡
Show Your Values: When you're writing your application, think about how you can demonstrate the Hywel Dda values. We want to see how you put people at the heart of what you do, so share examples that highlight your commitment to excellent service.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and experiences shine through without unnecessary fluff. Remember, we’re looking for effective communication right from the start!
Tailor Your Application: Don’t just send a generic application! Make sure to tailor it specifically for the Communication Hub Support Clerk role. Highlight relevant experiences and skills that match the job description, especially around handling queries and managing appointments.
Apply Early: We encourage you to apply as soon as possible! With our right to close vacancies after 24 hours if we get a lot of suitable applications, getting your application in early gives you the best chance of being considered. Head over to our website to submit your application!
How to prepare for a job interview at Hywel Dda University Health Board
✨Know the Values
Familiarise yourself with Hywel Dda's values and think about how you can demonstrate them in your responses. Reflect on past experiences where you've put people at the heart of your work, as this will resonate well during the interview.
✨Practice Bilingual Communication
If you're a Welsh speaker, brush up on your language skills to ensure you can communicate effectively in both English and Welsh. If not, consider learning some key phrases to show your willingness to engage with the bilingual policy.
✨Understand the Role
Get a solid grasp of the responsibilities of a Communication Hub Support Clerk. Be prepared to discuss how you would handle various scenarios, such as managing patient queries or booking appointments, to showcase your problem-solving skills.
✨Prepare Questions
Think of insightful questions to ask the interviewers about the Communication Hub and its operations. This shows your genuine interest in the role and helps you understand how you can contribute to the team effectively.