CAV 24/7 Shift Lead

Job overview

The role of the Shift Lead is to answer calls from patients who require access to a wide range of services delivered for the University Health Board’s (UHB) call centre, such services will include CAV 24/7 call, GP OOH’s and Dental Services.

In addition to answering phone-calls the Shift Leader will also be responsible for supervising call handlers and ensuring that calls taken from Call Handlers are processed correctly and forwarded onto the most appropriate care.

Main duties of the job

To answer calls from Patients, Health Care Professionals and Staff and provide information in accordance with the training provided by the UHB’s training department. • To ensure Call Handlers Process calls in accordance with training provided and local policy and procedures. • To receive and respond to query’s from call handlers / healthcare professionals in a polite and professional manner. • To take details of complaints from patients in a sympathetic and comprehensive manner and to ensure that such complaints are escalated to a Team Leader, where no Team Leader available to make attempt to resolve complaint. • To work in partnership with all staff both clinical and non-clinical to ensure the safe processing of all patient information, thereby ensuring that all patients receive treatment based on accurately recorded information. • To remain flexible on all occasions when covering call handling shifts. • To answer calls from patients in a polite and professional manner, ensuring at all times that you have responded to any specific concerns they may have.

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

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.