The role is telephone and desk based involving a mixture of telephone work and administration/clerical work. You will receive incoming calls from Powys patients to make hospital appointments. You will follow agreed policies and processes to carry out your role and will receive supervision within the department plus working alongside a team of other colleagues. You must have good communication skills both written and oral and be able to handle incoming calls that at times can be difficult to negotiate. You need to be calm, patient and able to show empathy. Team work is essential. You must be IT literate having to use a number of in house software packages alongside Office packages. You will receive induction and training into this role but must possess the key skills required.
We are looking for either 1 full time position or we are open to consider a job share opportunity for the right candidate.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Main duties of the job
Deal with incoming referrals/communications and enquiries in a timely manner.
Use discretion in handling confidential information and prioritise workload accordingly.
Use effective interpersonal skills and demonstrate clear communication of details to the service user and staff in a positive manner.
Ensure tasks are completed to the agreed standard within agreed timescales; producing work of the required quality in line with PTHB policy process and procedures.
Provide excellent customer service to exceed expectations by satisfactorily resolving or seeking to resolve enquiries first time.
Receive and deal with a high volume of telephone calls received. Ensure each call is dealt with efficiently to meet the service users' needs.
Demonstrate effective listening and questioning skills and interpret enquiries in order to handle complex issues, demonstrating responsive reassurance and empathy to resolve incoming queries finding ways to overcoming issues such as not being understood, hearing difficulties, or the patient being elderly.
About us
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.
To start your journey with us, and to learn more about what we can offer you please visit: https://pthb.nhs.wales/working-for-us/. There you will find information about our benefits and values, read staff experiences and more about what our beautiful county has to offer.
Job 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
Education/Training
* Maths and English GCSE level D or above or equivalant qualification
* RSA Word / Trained in NHS Systems
* Ability to use IT packages
* Ability to speak Welsh
Experience
* Experience of working in Customer Care or Contact Centre environment
* Working with patients
Values
* Able to work on own initiative as well as part of a team
Other
* Flexible approach to work to meet service need
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.
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