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.
Main duties
* 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 regarding the appropriate services.
* Translate clinical information to an easily understood language for patients, clarifying medical terminology to ensure understanding.
* Communicate effectively and establish good working relationships with all people within and external to the Health Board who the post holder would encounter.
* Make and receive phone calls, using initiative and judgement when handling enquiries. Provide 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.
Qualifications and experience
Essential
* 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, 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
Desirable
* ECDL
* Knowledge of NHS and how it works
* Knowledge of the Health Board and its development
* Experience of passing on knowledge to others through designing and delivering training
Experience
* Essential: Experience of working in a team
* Essential: Experience of working within a healthcare environment
* Desirable: Experience of working in a changing environment
* Desirable: Previous clinical experience
* Desirable: 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
Desirable
* 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 (Desirable)
Other required information
Disclosure and Barring Service Check: This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and a submission for Disclosure to the DBS will be made to check for any previous criminal convictions.
Certificate of Sponsorship: Applications from job seekers who require current Skilled worker sponsorship to work in the UK will be considered alongside all other applications.
From 6 April 2017, skilled worker applicants for entry clearance into the UK have to present a criminal record certificate from each country they have resided in for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement.
Employer details
Powys Teaching Health Board
Llandrindod Wells Hospital
Temple Street
Landrindod Wells, LD1 5HF
J-18808-Ljbffr