Job summary
We are seeking highly motivated individuals to work within a very busy first appointment hub based in Ysbyty Cwm Cynon, supporting Physiotherapy services.
All calls relating to new patient physiotherapy appointments across 6 hospital sites are handled centrally by our administration team in the hub, therefore the successful candidate will need to be resilient and confident in speaking to patients and dealing with a very high volume of calls as a primary function of role.
The successful candidate will have previous office and/or call centre experience, ideally in a similar role within the NHS, Social Care or other health related environment.
The successful candidate will have good interpersonal skills, excellent communication skills and enjoy working as part of a busy team.
Welsh Skills Desirable: This post is advertised as Welsh Desirable. This doesn't mean essential; whilst the candidate doesn't need to have skills in Welsh, we'll consider it an advantage when short-listing and selecting candidates. This isn't 'fluency', just Speaking & Listening skills at Level 3 (equivalent to CEFR B2) or above. Level 3 means basic conversations with patients about their everyday health. For more information, see 'Welsh Language Guidance' in the documents right at the bottom.
Main duties of the job
To be the first point of contact for all telephone calls and patient queries relating to first appointments for the physiotherapy service, booking patients into the appropriate clinics, making outbound calls to rearrange or cancel appointments in line with operating procedures and as directed by the team lead or clinical leads.
To provide a range of clerical duties to support the Physiotherapy Service including support for the waiting lists, photocopying, scanning, inputting referrals onto electronic systems, typing and covering reception and other generic admin tasks as and when required.
Knowledge of Health Board IT systems to include WCCIS and Myrddin would be desirable although full training will be given.
About us
Cwm Taf Morgannwg (CTM) University Health Board, part of NHS Wales, serves a large population across a diverse and beautiful region, steeped in history and heritage. With nearly 13,500 staff, our health board is one of Wales's largest employers.
Together, we are Team CTM; a workforce dedicated to offering excellent patient care and support to the 450,000 people across our three regions, Bridgend, Merthyr Tydfil, and Rhondda Cynon Taf. We operate three District General hospitals, several community hospitals, primary and community care facilities.
CTM's location offers the best of South Wales, just 20 minutes from Cardiff's vibrant city life, the natural beauty of the Brecon Beacons, and the serene coastline at Ogmore. Whether you enjoy lively urban amenities, peaceful countryside, or seaside escapes, our location makes an ideal setting for both work and personal life.
Our CTM 2030 Strategy--Our Health, Our Future--focuses on uniting our region around shared health and wellbeing goals. Our values guide us daily:
o We listen, learn, and improveo We treat everyone with respecto We work together as one team
CTM employees enjoy benefits including; a leading pension, generous leave, flexible work, career growth, and access to ongoing learning and development.
At CTM, you'll find a welcoming, team-oriented workplace that values diversity and compassion, where you can take pride in your work and the difference it makes.
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.
Brief overviewFirst point of contact for all telephone calls relating to all physiotherapy new patient appointments, booking and rearranging appointments, scanning new referrals, distributing appointment letters, and making outgoing calls to patients.
Clerical tasks including scanning of new referrals, accepting and processing referrals to the Physiotherapy Service and maintaining patient attendance records, inputting data onto patient database, and using clinical information systems (Myrddin/WPAS) to update confidential information.
Liaising with clinical staff, and administrative colleagues throughout the Physiotherapy department.
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.
Brief overviewFirst point of contact for all telephone calls relating to all physiotherapy new patient appointments, booking and rearranging appointments, scanning new referrals, distributing appointment letters, and making outgoing calls to patients.
Clerical tasks including scanning of new referrals, accepting and processing referrals to the Physiotherapy Service and maintaining patient attendance records, inputting data onto patient database, and using clinical information systems (Myrddin/WPAS) to update confidential information.
Liaising with clinical staff, and administrative colleagues throughout the Physiotherapy department.
Person Specification
Qualifications and/or Knowledge
Essential
- Good standard of Maths and English
- Good Keyboard skills
- Good Knowledge of Microsoft Office
- Understand the need for confidentiality
- Understand office practices gained through work experience
Desirable
Experience
Essential
- Experience of working in a busy environment
- Ability to prioritise and manage workload
Desirable
- Experience with Myrddin/WPAS
- Call centre or similar experience
Aptitude, Abilities and Skills
Essential
- Ability to communicate with staff at all levels
- Excellent organisational skills
- Excellent telephone manner
- Light physical duties
- Occasional exposure to distressing information
Desirable
- Welsh Language Skills (Level 3 and above/B1) are Desirable for this Role.
Personal Qualities
Essential
- Ability to work on own initiative
- Good interpersonal skills
- Compassionate and sensitive to patients
- Enthusiastic
- Motivated
Circumstances
Essential
- Flexibility in working hours
- Ability to travel between sites as required by the service
- Frequent requirement to work in a restricted position
- Frequent requirement for concentration
Person Specification
Qualifications and/or Knowledge
Essential
- Good standard of Maths and English
- Good Keyboard skills
- Good Knowledge of Microsoft Office
- Understand the need for confidentiality
- Understand office practices gained through work experience
Desirable
Experience
Essential
- Experience of working in a busy environment
- Ability to prioritise and manage workload
Desirable
- Experience with Myrddin/WPAS
- Call centre or similar experience
Aptitude, Abilities and Skills
Essential
- Ability to communicate with staff at all levels
- Excellent organisational skills
- Excellent telephone manner
- Light physical duties
- Occasional exposure to distressing information
Desirable
- Welsh Language Skills (Level 3 and above/B1) are Desirable for this Role.
Personal Qualities
Essential
- Ability to work on own initiative
- Good interpersonal skills
- Compassionate and sensitive to patients
- Enthusiastic
- Motivated
Circumstances
Essential
- Flexibility in working hours
- Ability to travel between sites as required by the service
- Frequent requirement to work in a restricted position
- Frequent requirement for concentration
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).
