Telephony Clerk

Job summary

We are looking to appoint a motivated person to work within the busy Trauma & Orthopaedic Outpatient Booking Centre at St Woolos Hospital, Newport.

The Orthopaedic Booking Centre provides a focal point for outpatient appointments and is responsible for booking both new and follow up outpatient appointments. It is a very busy and demanding area to work..

The Telephone Booking Clerk will be responsible for delivering an excellent customer service to patients. You will need to be able to work in a calm, logical and methodical way but be able to multi-task whilst dealing with frequent interruptions, and you must possess effective communication skills whilst always maintaining patient confidentiality. You must be confident, diplomatic and able to work in a busy environment with a pleasant and caring disposition. You will be joining a highly dedicated administrative team that supports patient care.

Whilst experience in a range of systems such as, Clinical Workstation (CWS) and WPAS is beneficial, full training will be given.

Main duties of the job

The successful candidates will work closely with the existing Trauma and Orthopaedic booking and scheduling clerks, developing a close working relationship with them. As such help and assistance is never far away. We are looking for candidates with excellent communication and customer service skills. Previous call centre experience is essential due to the nature of the role, however all other training can be provided in house. PreviousWelshPAS and CWS experience would be successful candidates will become valued members of team and have the opportunity to develop themselves professionally within the role.

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

About us

Aneurin Bevan University Health Board is a multi-award-winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your specialty or stage in your career, we have opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.

We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in-house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work life balance, provide occupational health support and an ambitious plan for a Wellbeing Centre of Excellence to support you at work.

Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high quality hospital care when needed. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.

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

Education/Qualifications

Essential

Good Standard of Education and Computer Literate Computer Literate

Desirable

Knowledge of Administration Processes

Skills/Abilities

Essential

Excellent communication skills Ability to meet deadlines Polite and professional telephone manner Ability to work well under pressure Ability to prioritise workload and achieve targets within given deadlines Ability to work flexibly either as part of a team or using one's own initiative

Experience

Essential

Previous Call Centre experience Previous clerical experience or similar

Desirable

Customer Service experience

Knowledge

Essential

Understanding of team working ethos Able to follow instructions Numerate and Literate

Desirable

Ability to speak Welsh

Personal Attributes

Essential

Ability to work under pressure Willingness to work under direction but also a self-starter Demonstrate a commitment to achieving high quality standards Flexible to the needs of the service Accurate and methodical

---