Call handler

Job summary

The role of the Call Handler is to answer calls from patients/professional/carers who require access to a wide range of services delivered for the University Health Board's (UHB) call centre, such services will include district nursing service, phlebotomy referrals, equipment ordering and falls follow up service.

The customer contact centre (CCC) is a growing service with the aim that new services continue to come through a single point of access with additional support and service offered.

To answer calls from Patients, Health Care Professionals and Staff and provide information in accordance with the training provided and in line with GDPR principles.

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.

To be adaptable to new services and ways of working.

Main duties of the job

As a call handler for the Health Board you will be working in a call centre taking calls from members of the public, Health professionals, patients and carers.

We currently process referrals for a wide variety of services that cover both Cardiff and the Vale. Many services are now offering electronic routes in for referrals so email processing as well as call handling skills are needed. This is a varied and interesting post for which full training will be given.

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

About us

Cardiff and Vale University Health Board is one of the largest Integrated Health Boards in the UK, employing over 15,000 staff, providing over 100 specialist services. Working across 6 hospital sites, we have a diverse range of career opportunities to offer. Serving around 500,000 people living in Cardiff and the Vale of Glamorgan, we are focussed on the health and care needs of our local population whilst working with our partners to develop regional services.

Our mission is "Caring for People, Keeping People Well",and our vision is that every person's chance of leading a healthy life should be equal. As an organisation we are unashamedly ambitious for our population's health, rising to the challenges of today and tomorrow through our 10-year strategy, Shaping our Future Wellbeing. We are contributing to a healthier Wales with great emphasis placed on innovation and improvement, learning from around the world and leading the way in clinical research. Partnership working is strong at Cardiff and Vale, and we work closely with our staff and our community.

Cardiff, the thriving Welsh capital, is a fantastic city to live and work in with an abundance of sports, arts and cultural attractions. Situated to the west of Cardiff, the Vale of Glamorgan offers a combination of beautiful Welsh countryside and a dramatic natural coastline. Whether city life or rural living, Cardiff and the Vale offers the best of both worlds.