Frailty Call Handler

5 months ago


Cwmbran, United Kingdom Aneurin Bevan University Health Board Full time

An exciting opportunity has arisen for aconfident and professional member of staff to join our small team of Call Handlers in the Frailty Single Point of Access (SPA) based at Vantage House in Cwmbran.

As a Frailty Call Handler, you will act as the first point of contact for all medical professionals referring patients into the SPA. You will also take telephone referrals from members of the public who are looking for the services of a District Nurse. Excellent IT skills and the ability to multi-task and respond efficiently to incoming referrals is essential.

You will be required to work a combination of office hours, evenings and weekends across a four-week rolling rota to include bank holidays and weekends. The service operates from 8am - 8pm, 7 days a week, 365 days a year.

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

The ABUHB Frailty Single Point of Access (SPA) is an established service that acts as a first point of contact for patients and medical professionals accessing community healthcare in the ABUHB area. The service is responsible for fielding calls into the service from medical professionals and for processing referrals for the five Gwent Community Resource Teams (CRTs) across Blaenau Gwent, Caerphilly, Monmouthshire, Newport and Torfaen.

The aim of the service is to ensure that patients in the ABUHB area receive the best care in the most appropriate location to meet their needs. The service receives referrals from Primary Care, eg the Community Specialist Diabetes team, and the Welsh Ambulance Service Trust (WAST) alongside other referring agencies. The SPA also processes referrals from members of the public who require the services of a District Nurse and provides support to urgent Primary Care with the Out of Hours Dental Service.

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. This includes the Grange University Hospital which provides specialist and critical care and is the newest addition to the clinical futures strategy opening in November 2020. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.

Frailty Call Handlers are the first point of contact for the Frailty Service and are the customer interface for the five Local Authorities and Health Board. They are required to extract accurate information, using excellent communication skills, to ensure that the appropriate service is accessed, using questioning and listening skills, employing empathy and understanding.

The post holder will provide a front-line service by processing telephone and electronic referrals in a confident manner from medical professionals, including GPs, WAST paramedics and other referring agencies, regarding patients who need to access Frailty and District Nursing Services.

The Frailty Call Handler will foster good working relationships with the Community Resource Teams and Frailty management team and will communicate in the event of queries and issues related to service provision and patient care. The post holder will communicate directly with the Rapid Medical and Rapid Nursing teams outside of office hours to ensure that referrals are passed verbally so that patients receive medical attention without delay.


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