Fracture Clerk/ Call Handler

Job Overview

We are looking to appoint a motivated person to work within the busy Trauma & Orthopaedic Outpatient Booking Centre at St Woolos Hospital, Newport.

The Orthopaedic Booking Centre provides a focal point for outpatient appointments and is responsible for booking both new and follow up outpatient appointments. It is a very busy and demanding area to work..

The fracture Booking Clerk will be responsible for delivering an excellent customer service to patients, ensuring fracture patients are booked within a set time scale and escalating potential problems to the team lead. You will need to be able to work in a calm, logical and methodical way but be able to multi-task whilst dealing with frequent interruptions, and you must possess effective communication skills whilst always maintaining patient confidentiality. You must be confident, diplomatic and able to work in a busy environment with a pleasant and caring disposition. You will be joining a highly dedicated administrative team that supports patient care.

Whilst experience in a range of I.T. systems such as, Clinical Workstation (CWS) and WPAS is beneficial, full training will be given.

This post is fixed term/secondment for 6 months due to - meet the needs of the service

If you are interested in applying for the secondment position, you must obtain permission from your current line manager prior to applying for this post.

Main duties of the job

The successful candidates will work closely with the existing Trauma and Orthopaedic booking and scheduling clerks, developing a close working relationship with them. As such help and assistance is never far away.

We are looking for candidates with excellent communication and customer service skills. Previous call centre experience is essential due to the nature of the role, however all other training can be provided in house. Previous WelshPAS and CWS experience would be advantageous.

The successful candidates will become valued members of team and have the opportunity to develop themselves professionally within the role.

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

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.

Personal Attributes

Essential criteria

• Ability to work under pressure
• Willingness to work under direction but also a self-starter
• Demonstrate a commitment to achieving high quality standards
• Flexible to the needs of the service
• Accurate and methodical
  
  

Knowledge

Essential criteria

• Understanding of team working ethos
• Able to follow instructions
• Numerate and Literate
  
  

Desirable criteria

• Ability to speak Welsh
  
  

Experience

Essential criteria

• Previous Call Centre experience
• Previous clerical experience or similar
  
  

Desirable criteria

• Customer Service experience
  
  

Skills/Abilities

Essential criteria

• Excellent communication skills
• Ability to meet deadlines
• Polite and professional telephone manner
• Ability to work well under pressure
• Ability to prioritise workload and achieve targets within given deadlines
• Ability to work flexibly either as part of a team or using one’s own initiative
  
  

Education/Qualifications

Essential criteria

• Good Standard of Education and Computer Literate
• Computer Literate
  
  

Desirable criteria

• Knowledge of Administration Processes