Therapies Hub Service Advisor
Job Description
Job summary
Are you passionate about making a real difference for the people of Powys? We are looking for an enthusiastic and motivated individual to join our busy Therapies Hub administrative team in Newtown Hospital.
The post holder will be responsible for providing administrative support within the department. You will be handling incoming and making outbound calls to arrange appointments for Powys patients.
You must have good communication skills and be able to remain calm, patient and show empathy in sensitive situations. Teamwork is essential and you must be IT literate.
You will receive induction and training into this role but must possess the key skills required.
Main duties of the job
Deal with incoming referrals/communications and enquiries in a timely manner.
Use discretion in handling confidential information and prioritise workload accordingly.
Use effective interpersonal skills and demonstrate clear communication of details to the service user and staff in a positive manner.
Ensure tasks are completed to the agreed standard within agreed timescales; producing work of the required quality in line with PTHB policy process and procedures.
Provide excellent customer service to exceed expectations by satisfactorily resolving or seeking to resolve enquiries first time.
Receive and deal with a high volume of telephone calls received. Ensure each call is dealt with efficiently to meet the service users' needs.
Demonstrate effective listening and questioning skills and interpret enquiries in order to handle complex issues, demonstrating responsive reassurance and empathy to resolve incoming queries finding ways to overcoming issues such as not being understood, hearing difficulties, or the patient being elderly.
We would particularly welcome applications from Welsh speakers; but even if you don't speak any Welsh, or want to develop your skills, don't worry: the health board will support you with training.
About us
Being the smallest Heath Board in Wales means that you won't get lost in the crowd. Everybody at Powys Teaching Health Board is valued for the contribution they make to our varied and diverse portfolio of community-based services. Together, we can continue to make a real difference to our patients and build on our unrivalled reputation.
As a supportive and progressive employer, we actively encourage you to carve out a career with us, through a range of development pathways. We're also lucky enough to be situated in one of the most beautiful rural counties in Britain, let alone Wales! Achieving a healthy 'life work' balance is essential, and something we recognise by prioritising your well-being.
To start your journey with us, and to learn more about what we can offer you please visit: https://pthb.nhs.wales/working-for-us/. There you will find information about our benefits and values, read staff experiences and more about what our beautiful county has to offer.
Job 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/Training
Essential
- Maths and English GCSE level D or above or equivalant qualification
- Level 2 NVQ or equivalent qualification / demonstrable experience
Desirable
- RSA Word / Trained in NHS Systems
Aptitude & Abilities
Essential
- Ability to use IT packages
Desirable
- Some ability to speak, read and/or write Welsh, or an eagerness to learn.
Experience
Essential
- Experience of working in Customer Care or Contact Centre environment
Desirable
- Working with patients
Values
Essential
- Can demonstrate PTHB values
- Able to work on own initiative as well as part of a team
Other
Essential
- Flexible approach to work to meet service need
Disclosure and Barring Service Check
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
Powys Teaching Health Board
Address
Therapies Hub Newtown
Llanfair Road
Newtown
SY16 2DW
United Kingdom
