Main area Administrative and Clerical Grade Band 3 Contract 7 months (Fixed term of 7 months to meet the needs of the service) Hours Full time - 37.5 hours per week Job ref 070-AC129-1025
Employer Powys Teaching Health Board Employer type NHS Site Llandrindod Wells Hospital Town Landrindod Wells Salary £25,313 - £26,999 per annum Salary period Yearly Closing 19/10/2025 23:59
Call Handler Support Officer - Waiting Well Service
Band 3
Job overview
THIS POST IS FIXED TERM/SECONDMENT UNTIL 31/3/2026 DUE TO NEEDS OF THE SERVICE.
IF YOU ARE INTERESTED IN APPLYING FOR THE SECONDMENT POSITION, YOU MUST OBTAIN PERMISSION FROM YOUR CURRENT LINE MANAGER PRIOR TO APPLYING FOR THIS POST.
An exciting opportunity has arisen for a Call Handler Support Officer to join our Waiting Well Service in Powys Teaching Health Board.
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.
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.
Main duties of the job
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.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply
Working for our organisation
Being the smallest Heath 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.
Detailed job description and main responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click “Apply now” to view in Trac.
Person specification
Qualifications and / or Knowledge
* NVQ3 qualification or equivalent experience in an administrative role
* 5 GCSEs at A-C including English and Maths
* IT literate with a comprehensive knowledge of Microsoft Office, packages including Word, Excel, PowerPoint, Outlook, and Teams
* Handles difficult situations and ensures effective working by using a range of interpersonal skills
* Evidence of problem solving
* Understanding of clinical governance
* Understanding of Quality Improvement
* ECDL
* Knowledge of NHS and how it works
* Knowledge of Health Board and its development
* Experience of passing on knowledge to others through designing and delivering training
Experience
* Experience of working in a team
* Experience of working within a healthcare environment
* Experience of working in a changing environment
* Previous clinical experience
* Experience of working in a busy office environment and dealing with multiple priorities
Aptitude and Abilities
* Excellent verbal and written communication skills
* Ability to motivate and enthuse others
* Excellent organisational skills with the ability to respond effectively to multiple priorities
* Excellent attention to detail and accuracy
* Knowledge/experience of computer systems
* Knowledge of WPAS/Patient Administration Systems
* Knowledge of SharePoint systems
Values
* Demonstrate PTHB Values
Other
* Ability to travel between sites in a timely manner
* Welsh Speaker
Employer certification / accreditation badges
This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
Name Judith Jamieson Job title Senior Nurse Manager Outpatient Development Email address judith.jamieson@wales.nhs.uk Telephone number 01874 615654
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