Overview
The Call Handler Support Officer will be responsible for the calls received as part of the Waiting List support programme. Responsible for giving routine clinical advice to patients under the direction of a registered health professional, ensuring they receive information on how they can optimise their health pre-operatively. This will be based upon evidence-based practice in line with the legal requirements, statutory rules, and Health Board policies to practice.
Responsibilities
* Handle confidential, contentious, and sensitive information of a personal nature and will be expected to observe and comply with specific and implied confidentiality rules and policies.
* Demonstrate high levels of integrity and commitment to the Health Board.
* Answer all telephone calls within the response target times and in accordance with procedure, courteously greeting the caller in both English and Welsh.
* 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 Waiting List support programme.
* Guide callers to services and resources which will support them to optimise their health whilst waiting on a waiting list.
* Liaise with the Clinical responders and other members of the Waiting List Support Team and ensure callers are provided with accurate and up to date information in regard to the appropriate services.
* Translate clinical information to an easily understood language for patients, clarifying medical terminology to ensure understanding.
* Communicates effectively and establishes good working relationships with all people within and external to the Health Board who the post holder would encounter.
* Make and receives phone calls, using initiative and judgement when handling enquires. Providing professional advice and support.
* Demonstrate politeness, courtesy, and sensitivity in dealing with patients, relatives, and colleagues, maintaining good customer relations.
Qualifications
* The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
Additional Information
Being the smallest Health Board in Wales means that you won\'t get lost in the crowd. Everybody at Powys Teaching Health Board is valued for the contribution they make to our varied and diverse portfolio of community-based services. Together, we can continue to make a real difference to our patients and build on our unrivalled reputation. As a supportive and progressive employer, we actively encourage you to carve out a career with us through a range of development pathways. We\'re also lucky enough to be situated in one of the most beautiful rural counties in Britain, let alone Wales! Achieving a healthy life-work balance is essential, and something we recognise by prioritising your well-being.
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