Call Handler Support Officer - INTERNALinNewportinNewportPUBLISHED WED 19 MAR 2025

We encourage applications from all with protected characteristics and from those in the Armed Forces Community. Applicants are invited to apply in Welsh, any application submitted through the medium of Welsh will not be treated less favourably than applications made in English.

If you are successful at interview for this post you will receive your conditional offer of appointment and information pack via email.

We reserve the right to close this vacancy at any time. Therefore we encourage early applications to ensure consideration for this post. If you are short listed for this post, you will be contacted via your email account you used to apply for this post, therefore please check your account regularly.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

Aneurin Bevan University Health Board support flexible working.

Please note that this vacancy may be withdrawn at any time should it be filled via the internal redeployment process

Job Overview

PLEASE NOTE THAT WE WILL ONLY ACCEPT APPLICATIONS FROM STAFF CURRENTLY EMPLOYED BY ANEURIN BEVAN UNIVERSITY HEALTH BOARD

An exciting opportunity has become available for an individual to join a dynamic and innovative team providing telephone advice and support to patients awaiting elective care. We are looking for individuals with passion, enthusiasm, dedication and a commitment to delivering excellence to join our team.

We work hard to find innovative ways to offer people waiting for elective care in Aneurin Bevan University Health Board an opportunity to talk to someone and optimise their health and well-being in preparation for their treatment.

Ability to speak Welsh or willingness to undertake training as required by the post is essential

Main duties of the job

As a Call Handler within the service the successful candidate will work under guidance of clinical staff and:

Keep patients regularly informed and offering support while they wait

Assisting patients with referrals to community based facilities and support

Offer a single point of contact should patients need to contact us

Provide advice on Self-Management options

Provide reassurance and advice on what to do if their symptoms deteriorate

Establish a systematic approach to measuring clinical risk and use this to inform waiting list prioritisation

Offer alternative treatment options if appropriate

Incorporate review and checking of patient consent

The successful candidate ideally will have experience working within a multi-disciplinary team within the integrated care system, however full training will be provided. Essential to be confident in the use of technology, including Microsoft Packages e.g. Microsoft Teams and Outlook.

This is a new service and therefore essential that the successful candidate is adaptable, flexible, can work well under pressure and can react to immediate change.

Candidates are advised to ensure they refer to the attached Person Specification and use the 'Supporting Information' section of the application form to detail how they meet the various requirements.

Working for our organisation

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 speciality 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.

Qualifications & Knowledge

Essential criteria

• Level 3 qualification or equivalent demonstrable knowledge and experience in an administrative role
• IT literate with a comprehensive knowledge of Microsoft Office packages including word, excel, PowerPoint, outlook and Teams
• Handles difficult situations and ensures effective working by using a range of interpersonal sills
• Evidence of problem solving
• Understanding of clinical and Information Governance
• Understanding of Quality Improvement
  
  

Desirable criteria

• ECDL or equivalent keyboard skills
• Knowledge of the NHS and how it works
• Knowledge of the Health Board and it's development
• Experience of passing on knowledge to others through designing and delivering training
  
  

Experience

Essential criteria

• Experience of working in a team
• Experience of working in a healthcare environment
  
  

Desirable criteria

• Experience of working in a changing environment
• Previous clinical administration experience
• Experience of working in a busy office environment and dealing with multiple priorities