Job summary
THIS POST IS FIXED TERM/SECONDMENT UNTIL31/3/2026 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.
The Call Handler Support Officer will be responsible for the calls received as part of the Waiting List support programme. Responsible for giving routine clinical advice to patients under the direction of a registered health professional, ensuring they receive information on how they can optimise their health pre-operatively. This will be based upon evidence-based practice in line with the legal requirements, statutory rules, and Health Board policies to practice.
Handle confidential, contentious, and sensitive information of a personal nature and will be expected to observe and comply with specific and implied confidentiality rules and policies.
Demonstrate high levels of integrity and commitment to the Health Board.
Main duties of the job
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 ListSupport Team and ensure callers are provided with accurate and up to date information in regard to the appropriate services.
Translate clinical information to an easily understood language for patients, clarifying medical terminology to ensure understanding.
Communicates effectively and establishes good working relationships with all people within and external to the Health Board who the post holder would encounter.
Make and receives phone calls, using initiative and judgement when handling enquires. Providing 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
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 description
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.
Job description
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
Qualifications and / or Knowledge
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, packages 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 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
- Experience of working within a healthcare environment
Desirable
- Experience of working in a changing environment
- Previous clinical experience
- Experience of working in a busy office environment and dealing with multiple priorities
Aptitude and Abilities
Essential
- 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
Essential
Other
Essential
- Ability to travel between sites in a timely manner
Desirable
Person Specification
Qualifications and / or Knowledge
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, packages 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 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
- Experience of working within a healthcare environment
Desirable
- Experience of working in a changing environment
- Previous clinical experience
- Experience of working in a busy office environment and dealing with multiple priorities
Aptitude and Abilities
Essential
- 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
Essential
Other
Essential
- Ability to travel between sites in a timely manner
Desirable
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
