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Job overview

This post is a full time permanent post, however part time hours would be considered.

To support the delivery of Hywel Dda University Health Board’s busy single point of contact service; The Communication Hub.

Working within the Communication Hub, Support Clerks are responsible for efficiently responding to and processing queries from the Hywel Dda population for a broad range of Health Board services.

Individuals will be expected to handle a variety of telephone calls including patient queries and managing appointments, by managing and resolving all calls in an efficient, effective and professional manner.

Dealing effectively with any enquiries whilst ensuring confidentiality, demonstration of a sound value base and excellent communication skills.

Main duties of the job

Answer all telephone calls efficiently and in accordance to procedure, courteously greeting the caller in both English and Welsh.

To 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 Communication Hub and the services we support.

Use a guidance script to ensure consistency of communication.

Answer telephone calls and emails from people in relation to their appointments and queries.

Book and confirm all clinic appointments into the agreed clinic utilising WPAS, Malinko and bespoke booking systems as required.

Cancel and rearrange all appointments that are unable to attend original appointment, ensuring a new mutually agreed appointment is confirmed before ending the telephone call.

Operates available systems such as WPAS, WIS, SharePoint and Netcall.

Liaise with the supervisors and other Communication Hub staff to ensure callers are provided with accurate and up to date information in regards to the services being supported.

Deals with general calls including logging the individuals details and information to the relevant department or providing them with the appropriate telephone number.

Ensures confidentiality is maintained at all times following agreed Health Board policies and procedures at all times.

Detailed job description and main responsibilities

You will be able to find a full job description and person specification attached within the supporting documents.

Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences.  In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.

The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these minimal desirable requirements during the course of your employment with us.

Interviews will be held on 01/08/2025.