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Partial Booking Clerk

Band 3

Main area
Admin & Clerical
Grade
Band 3
Contract
Permanent
Hours
  • Full time
  • Part time
37.5 hours per week (2 x 10:00-18:00 and 3 x 09:00 - 17:00 All Monday to Friday)
Job ref
040-AC789-0922
Site
Nevill Hall Hospital
Town
Abergavenny
Salary
£21,730 - £23,177 per annum pro rata
Salary period
Yearly
Closing
06/10/2022 23:59

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.

 

Applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English

 

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Please note that this vacancy may be withdrawn at any time should it be filled via the internal redeployment process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

The post-holder will be expected to provide a service to all acute service clinics within the Health Board. Manage clinics and delegate appropriate work to band 2 telephone booking clerks to oversee efficient & optimum clinic utilisation. An up-to-date knowledge of outpatient clinics will be required to enable the post-holder to make, amend and cancel appointments, handle telephone queries in all outpatient specialties as this will become a multi-skilled role; the post-holder will need a working knowledge of all clinic protocols in addition to any specific standards for each clinic/speciality. The role will range from handling GP and patient queries and enquiries about clinics, making appointments using the Myrddin Patient Administration System and using direct and partial booked appointments. The main duties will be answering telephone calls, making calls, taking general enquiries, booking appointments in line with Partial Booking Policy, monitoring waiting lists & cancellations and co-ordinating the utilisation of clinic slots. 

Main duties of the job

You will be supported in the role by a Team Leader and full in-house training will be given by our own trainer internal to the department. The role is fast paced and interesting, we actively encourage in-house education through the NVQ route. Candidates with proven Customer Service experience, particularly in a Call Centre environment, would work well with our Team.

Experience in Health records is desirable for this post.

Saturday morning working on a Rota system (currently 1 in 14) will be expected once fully trained.

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. This includes the Grange University Hospital which provides specialist and critical care and is the newest addition to the clinical futures strategy opening in November 2020.  Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future. 

Detailed job description and main 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

Education/Qualifications

Essential criteria
  • Knowledge of administrative procedures and systems, some of which are non-routine, and non-routine activities such as answering queries, progress chasing, task related problem solving, acquired through experience.
  • Training to Vocational/NVQ Level 3 or equivalent demonstrable experience .

Skills/Abilities

Essential criteria
  • Excellent telephone manner
  • Excellent Communication Skills
  • Empathy, tact and diplomacy when dealing with difficult situations
  • Flexible to the needs of the service
  • Ability to work and problem solve under pressure whilst achieving targets
  • Demonstrate a commitment to achieving high quality standards of work
  • Accurate and methodical in all aspects of work
  • Remain professional at all times
  • Ability to use initiative and meet deadlines

Experience

Essential criteria
  • Previous clerical experience and Administration Processes
Desirable criteria
  • Customer Service Experience
  • Experience of dealing with the public

Knowledge

Essential criteria
  • Detailed knowledge of WPAS
  • Knowledge of CWS
  • Knowledge of how to plan and prioritise
Desirable criteria
  • Understanding of Health Board policies and procedures including HR
  • Knowledge of WG guidelines
  • Welsh Speaker

Personal Attributes

Essential criteria
  • Excellent communication skills
  • Ability to work effectively with clinicians/Directorate Managers
  • Ability to manage difficult situations
  • Ability to develop good and effective employee relations
  • Ability to maintain concentration with frequent interruptions from both staff and users of the service

Employer certification / accreditation badges

Credit Unions WalesApprenticeships logoMindful employer.  Being positive about mental health.Stop Smoking Wales is the NHS Smoking Cessation Service in WalesImproving working livesAge positiveDisability confident employerCore principlesHyderus o ran anabledd crflogwrStonewall Hyrwyddwr Amrywiaeth Diversity Champion

Applicant requirements

Welsh language skills are desirable

Documents to download

Apply online now

Further details / informal visits contact

Name
Justine Crockett
Job title
Deputy Centre Manager
Email address
Justine.Crockett@wales.nhs.uk
Telephone number
01633 238470