Communication Hub Clerk

Hywel Dda University Health Board seeks a Support Clerk for the Communication Hub, the single point of contact service.

The role involves answering incoming telephone calls efficiently and courteously, greeting callers in both English and Welsh, and ensuring all contact is handled promptly and professionally in line with departmental procedures. Using approved guidance scripts, you will provide consistent and accurate information while responding to calls and emails regarding appointments and general queries.

You will be responsible for booking, confirming, cancelling and rescheduling appointments using systems such as WPAS, Malinko, WIS, SharePoint and Netcall, ensuring that any changes result in a mutually agreed new appointment before ending the call. You will record caller details accurately, direct queries to the appropriate departments, and work closely with supervisors and colleagues to ensure service users receive up-to-date and reliable information at all times.

Maintaining confidentiality in accordance with Health Board policies and information governance requirements is essential.

Welsh language skills are desirable for this post, and both Welsh and English speakers are equally welcome to apply.

• Good level of general education or equivalent experience
• Experience in using administration systems
• NVQ Level 2 customer care
• ECDL Certificate

• Contact centre or administration/clerical experience
• Experience in health records/health sector

• Courteous and friendly
• Ability to cope under pressure and meet deadlines
• Able to display patience and persevere with issues until resolved
• Team player, enthusiastic and motivated
• Ability to multi‑task
• Ability to liaise with a wide range of users
• Capable of dealing with sensitive and confidential situations

• Welsh Speaker (Level
  1)

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

£26,300 a year (pro rata if part time)