Telephone Clerk/receptionist/admin Clerk

7 months ago

Newport, United Kingdom Aneurin Bevan University Health Board Full time

An exciting opportunity has arisen for a hybrid role as a telephone clerk, receptionist and admin clerk to work in the Regional Cataract Service, delivering change across Aneurin Bevan, Cardiff and Vale and Cwm Taf Morgannwg Health boards.

We are looking for an organised, enthusiastic individual who is self-motivated and has strong team leadership skills. The post holder will play a key part in delivering our transformation plans for Ophthalmology in the South East Wales Region

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

This role is a permanent role.

To provide an essential telephone support service relating to patient services, involving handling calls for Regional Ophthalmology service for outpatient and inpatient Regional Service. To provide quality Clerical Officer Support to the Scheduling Team and its customers. Ensuring all appointments are booked correctly and efficiently in a timely manner in accordance with Health Board Policies and Procedures and all documentation is updated in line with service requirements and standards. To answer telephone calls in an efficient and courteous manner ensuring a high level of professionalism is maintained. To provide reception cover for Regional Ophthalmology 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. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.

To undertake booking of appointments in line with set criteria ensuring that all protocols are adhered to.

Organises own day to day workload.

Responsible for updating all waiting list entries in line with departmental standards.

To receive, process and document referrals within agreed time scales ensuring action is taken regarding urgent referrals in line with speciality requirements.

Any cancellations are to be undertaken following the set criteria for the speciality. Patients must be rebooked within specified time scales. Any problems meeting these criteria, including late cancellations, should be highlighted immediately to the Line Manager.

Ensure that all appointments are booked in line with the current booking criteria.

Ensure acknowledgement and confirmation letters are sent to patients according to set criteria and protocols.

To receive telephone enquiries in a timely and efficient manner maintaining a high level of professionalism.

Respond to enquiries/queries, escalating issues when necessary

Deal with telephone queries from internal and external agencies and patients in a professional manner in accordance with Data Protection and statutory policies and procedures.

To deal with all enquiries and complaints promptly and sympathetically and inform the supervisor of any problems immediately.

Maintain good communication and liaison with other staff, wards, departments and the general public.

Cancel and re-arrange existing appointments. Responsible for contacting patients by telephone regarding the cancellation of appointments at short notice.

Record CNA (Cannot attend appointment,) DNA (Did not attend for appointment) as per protocols.

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