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Call Handler

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Cardiff and Vale University Health Board

13d ago

  • Job
    Full-time
    Entry Level
  • Customer Relations
    Healthcare
  • Cardiff

AI generated summary

  • You must be flexible with shifts, adaptable to new services, and it's desirable to speak Welsh. English and Welsh speakers are welcome to apply.
  • You will handle calls from patients and staff, provide information, ensure accurate patient data processing, and stay flexible and adaptable to new services and concerns.

Requirements

  • - To remain flexible on all occasions when covering call handling shifts
  • - To be adaptable to new services and ways of working
  • - The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply

Responsibilities

  • - To answer calls from Patients, Health Care Professionals and Staff and provide information in accordance with the training provided and in line with GDPR principles.
  • - To work in partnership with all staff both clinical and non clinical to ensure the safe processing of all patient information, thereby ensuring that all patients receive treatment based on accurately recorded information.
  • - To remain flexible on all occasions when covering call handling shifts.
  • - To answer calls from patients in a polite and professional manner ensuring at all times that you have responded to any specific concerns they may have.
  • - To be adaptable to new services and ways of working.
  • - As a call handler for the Health Board you will be working in a call centre taking calls from members of the public, Health professionals, patients and carers.

FAQs

What is the primary responsibility of a Call Handler?

The primary responsibility of a Call Handler is to answer calls from patients, healthcare professionals, and carers who require access to various services provided by the University Health Board’s call centre.

Is training provided for this role?

Yes, full training will be provided for all Call Handlers.

What skills are necessary for this position?

Call Handlers need to have strong communication skills, the ability to handle calls in a professional manner, and proficiency in both call handling and email processing.

Are Welsh language skills required for this job?

The ability to speak Welsh is desirable, but English and/or Welsh speakers are equally welcome to apply.

What types of services will Call Handlers be dealing with?

Call Handlers will process referrals for a wide variety of services, including district nursing, phlebotomy referrals, equipment ordering, and falls follow-up services.

How does the Call Handler support patient care?

Call Handlers support patient care by ensuring accurate and safe processing of patient information and responding to specific concerns of patients during calls.

What is the work environment like for Call Handlers?

Call Handlers work in a call centre environment handling calls from the public, healthcare professionals, patients, and carers.

Are there opportunities for career advancement within the University Health Board?

Yes, Cardiff and Vale University Health Board offers a diverse range of career opportunities for advancement across various services.

What is the mission of the Cardiff and Vale University Health Board?

The mission is “Living Well, Caring Well, Working Together,” and the vision is to ensure every person has an equal chance of leading a healthy life.

How can I get more information or arrange an informal visit?

For further details or to arrange an informal visit, you can contact Neil Morgan or Sarah Congreve via email at Neil.morgan@wales.nhs.uk or by phone at 01446 725143.

Cardiff and Vale University Health Board

Caring for People, Keeping People Well

Science & Healthcare
Industry
10,001+
Employees
2009
Founded Year

Mission & Purpose

Cardiff and Vale University Health Board provides local healthcare services for people in Cardiff and the Vale of Glamorgan and is the main provider of specialist services for the people of south Wales - and for some services, the whole of Wales and the wider UK. Our Health Board delivers health services for our local population of approximately 500,000, and we host over 100 specialist services for our region and beyond. We’re very proud of the role that we play within the NHS, as one of the largest and most complex NHS organisations in the UK. We employ a diverse workforce of around 14,000 staff who work across a range of hospital sites and deliver care in people’s homes and other community settings.