Therapies Clerical Officer - Physiotherapy
The closing date is 21 April 2026
We are seeking highly motivated individuals to work within a very busy first appointment hub based in Ysbyty Cwm Cynon, supporting Physiotherapy services.
All calls relating to new patient physiotherapy appointments across six hospital sites are handled centrally by our administration team in the hub, therefore the successful candidate will need to be resilient and confident in speaking to patients and dealing with a very high volume of calls as the primary function of this role.
The successful candidate will have previous office and/or call centre experience, ideally in a similar role within the NHS, Social Care or another health‑related environment.
The successful candidate will have good interpersonal skills, excellent communication skills and enjoy working as part of a busy team.
Welsh Skills Desirable: This post is advertised as Welsh Desirable. This does not mean it is essential; whilst the candidate does not need to have skills in Welsh, we will consider it an advantage when short‑listing and selecting candidates. This is not 'fluency', it is speaking & listening skills at Level 3 (equivalent to CEFR B2) or above.
Main duties of the job
* First point of contact for all telephone calls and patient queries relating to first appointments for the physiotherapy service, booking patients into the appropriate clinics, and making outbound calls to rearrange or cancel appointments in line with operating procedures and as directed by the team lead or clinical leads.
* Provide a range of clerical duties to support the Physiotherapy Service, including support for the waiting lists, photocopying, scanning, inputting referrals onto electronic systems, typing and covering reception and other generic admin tasks as and when required.
* Knowledge of Health Board IT systems to include WCCIS and Myrddin would be desirable although full training will be given.
Job responsibilities
* First point of contact for all telephone calls relating to new patient physiotherapy appointments, booking and rearranging appointments, scanning new referrals, distributing appointment letters, and making outgoing calls to patients.
* Clerical tasks including scanning new referrals, accepting and processing referrals to the Physiotherapy Service and maintaining patient attendance records, inputting data onto the patient database, and using clinical information systems (Myrddin/WPAS) to update confidential information.
* Liaising with clinical staff and administrative colleagues throughout the Physiotherapy department.
Person Specification
Qualifications and/or Knowledge
* Good standard of Maths and English
* Good Knowledge of Microsoft Office
* Understand the need for confidentiality
* Understand office practices gained through work experience
* ECDL
Experience
* Experience of working in a busy environment
* Ability to prioritise and manage workload
* Experience with Myrddin/WPAS
* Call centre or similar experience
Aptitude, Abilities and Skills
* Ability to communicate with staff at all levels
* Excellent organisational skills
* Excellent telephone manner
* Light physical duties
* Occasional exposure to distressing information
* Welsh Language Skills (Level 3 and above/B1) are desirable for this role.
Personal Qualities
* Ability to work on own initiative
* Good interpersonal skills
* Compassionate and sensitive to patients
* Motivated
Circumstances
* Flexibility in working hours
* Ability to travel between sites as required by the service
* Frequent requirement to work in a restricted position
* Frequent requirement for concentration
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
#J-18808-Ljbffr