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- Tasks: Support the Communication Hub by handling patient queries and managing appointments efficiently.
- Company: Join Hywel Dda University Health Board, providing vital NHS services across multiple counties.
- Benefits: Enjoy flexible hours, a supportive team environment, and opportunities for language learning.
- Why this job: Make a real impact in healthcare while developing your communication skills in a dynamic setting.
- Qualifications: Good general education; customer care experience is a plus.
- Other info: Welsh speakers are encouraged to apply, with support available for language development.
The predicted salary is between 28800 - 43200 £ per year.
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)
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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
Familiarise yourself with the specific systems mentioned in the job description, such as WPAS and Malinko. Having a basic understanding of these systems can give you an edge during the interview, showing that you're proactive and ready to hit the ground running.
✨Tip Number 2
Practice your communication skills, especially in both English and Welsh if you can. Since the role involves handling calls and queries, being able to demonstrate your ability to communicate clearly and effectively will be crucial.
✨Tip Number 3
Research Hywel Dda University Health Board and its services thoroughly. Understanding their mission and values will help you align your answers during the interview and show that you're genuinely interested in contributing to their team.
✨Tip Number 4
Prepare for situational questions by thinking about how you would handle various scenarios related to patient queries and appointment management. Being able to articulate your thought process will demonstrate your problem-solving skills and customer care experience.
We think you need these skills to ace Communication Hub Support Clerk
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Communication Hub Support Clerk position. Tailor your application to highlight how your skills and experiences align with these specific duties.
Highlight Relevant Experience: Emphasise any previous experience in contact centres, administration, or customer service roles. Provide examples of how you've handled queries or managed appointments effectively, showcasing your ability to work under pressure.
Showcase Communication Skills: Since excellent communication is key for this role, make sure to demonstrate your communication skills in your application. If you speak Welsh, mention this prominently, as it is a desirable skill for the position.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A well-presented application reflects your attention to detail and professionalism, which are crucial for the role.
How to prepare for a job interview at Hywel Dda University Health Board
✨Brush Up on Bilingual Skills
Since the role values bilingualism, especially in Welsh, it's a good idea to practice your Welsh speaking skills. Even if you're not fluent, showing that you're making an effort can impress the interviewers.
✨Familiarise Yourself with Health Board Services
Research the services provided by Hywel Dda University Health Board. Understanding their operations and how the Communication Hub fits into the bigger picture will help you answer questions more effectively.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle sensitive situations or difficult callers. Think of examples from past experiences where you've successfully resolved issues or maintained professionalism under pressure.
✨Demonstrate Excellent Communication Skills
As communication is key in this role, practice articulating your thoughts clearly and concisely. During the interview, ensure you listen actively and respond thoughtfully to show your communication prowess.