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Call Handler Support Officer
2 months ago
Job summary
The Call Handler Support Officer will be responsible for making and receiving telephone calls as part of the UHB's single point of contact service, established under the direction of Welsh Government's 3Ps Policy. The post holder will be responsible for giving routine, scripted advice to patients under the direction of a registered health professional, ensuring they receive information on how they can optimise their health prior to undergoing treatment.
The ability to speak Welsh is desirable for this role; Welsh and/or English speakers are equally welcome to apply.
Main duties of the job
Answer telephone calls from people in relation to their waiting list queries. Logging those on centralized systems that require specialist advice if unable to deal with at the time.
Use the most up to date script, evidence base and guidance to ensure consistency of communication.
Guide callers to services and resources which will support them to optimise their health whilst waiting on a waiting list.
Operate available systems such as SharePoint and Agent.
Liaise with the clinical lead and other members of the team to ensure callers are provided with accurate and up to date information in regards to the appropriate services.
Demonstrate and ensure patients' needs are fully met following their call.
Alert appropriate agencies when there are any concerns regarding potential/actual risk to a patient child protection, domestic violence and protection of vulnerable adults.
Ensures confidentiality is maintained at all times following agreed Health Board policies and procedures at all times.
Advise patients on the promotion of health and prevention of illnesses.
Demonstrate politeness, courtesy and sensitivity in dealing with patients, relatives and colleagues, maintaining good customer relations.
Remain calm and helpful to individuals even in hostile situations.
Maintain accurate patient information and ensure that confidentiality is observed.
About us
Cardiff and Vale University Health Board is one of the largest Integrated Health Boards in the UK, employing over 15,000 staff, providing over 100 specialist services. Working across 6 hospital sites, we have a diverse range of career opportunities to offer. Serving around 500,000 people living in Cardiff and the Vale of Glamorgan, we are focussed on the health and care needs of our local population whilst working with our partners to develop regional services.
Our mission is "Caring for People, Keeping People Well", and our vision is that every person's chance of leading a healthy life should be equal. As an organisation we are unashamedly ambitious for our population's health, rising to the challenges of today and tomorrow through our 10-year strategy, Shaping our Future Wellbeing. We are contributing to a healthier Wales with great emphasis placed on innovation and improvement, learning from around the world and leading the way in clinical research. Partnership working is strong at Cardiff and Vale, and we work closely with our staff and our community.
Cardiff, the thriving Welsh capital, is a fantastic city to live and work in with an abundance of sports, arts and cultural attractions. Situated to the west of Cardiff, the Vale of Glamorgan offers a combination of beautiful Welsh countryside and a dramatic natural coastline. Whether city life or rural living, Cardiff and the Vale offers the best of both worlds.
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
Essential
5 GCSEs at A-C including English and Maths Level 3 qualification or equivalent experience in an administrative role
Experience
Essential
Experience of working in a team
Desirable
Previous clinical experience
Skills
Essential
IT literate with a comprehensive knowledge of Microsoft Office packages including Word, Outlook and Teams