Job summary THIS POST IS A SECONDMENT FOR 17 MONTHS DUE TO FUNDING. 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. An exciting opportunity has arisen for call handlers to provide support to the newly established Single Point of Contact team for the 3Ps: Promote, Prevent and Prepare Programme. The programme consists of six steps across promotion of wellbeing, prevention of deteriorating conditions and health and preparation of patients for surgery to reduce DNAs, adverse outcomes following surgery and reduce further medical intervention. Main duties of the job Responsible for making and receiving calls as part of the Health Boards Single Point of Contact service and will provide routine, scripted advice to patients under the direction of a registered health professional and be responsible for:o Guiding callers to services and resources which will support them to optimise their health whilst waiting on a waiting list prior to undergoing treatment,o Provide advice based on the concern or query raised by the calls and escalating those that they are not able to deal with appropriately and efficiently,o Use the most up to date script, evidence base and guidance to ensure consistency of communication,o Liaise with the clinical lead and other members of the team to ensure callers are provided with accurate and up to date information regarding the appropriate services,o Represent the Health Board professionally both internally and externally and to be the first point of contact in the single point of contact programmeo Escalate where appropriate to senior clinical members of staff within the SPOC team who are equipped to offer advice and guidance to patients with more complex needs,o Keeping an up-to-date, accurate record of information and data relating to calls taken on a day-to-day basis and the outcomes of these calls. About us We believe staff are our best asset and wewant you to be happy and confident about starting your career here in Swansea Bay University Health Board. As one of the biggest healthcare groups in the UK we can offer a wealth of professional training and development opportunities in an innovative, forward-thinking organisation. You might be a nurse ordoctor, maybe you specialise in a health science/therapy or can offer skills in one of our support services - wehave a job for you. There are also apprenticeships, work placementsand volunteering roles available. We are an inclusive employer and welcome applications from everyone whatever their sex; religion or belief; race; age; sexual orientation; gender identity or, whether they are pregnant or have recently been on maternity leave, married or are in a civil partnership; or, whether they are disabled. Our values - Caring For Each Other, Working Together and Always Improving, show thatour commitment to equality is at the heart of everything we do. If you want excellent career and training opportunities while living on the doorstep of some of Europe's most spectacular scenery,with all the benefits of a thriving and cosmopolitan city - look no further. Date posted 09 January 2025 Pay scheme Agenda for change Band Band 3 Salary £24,433 to £26,060 a year per annum Contract Secondment Working pattern Full-time Reference number 130-AC005-0125 Job locations Singleton Hospital Sketty Lane, Sketty Swansea SA2 8QA Job description Job responsibilities Planning and Design Able to autonomously prioritise and plan workload to meet deadlines, often in a pressurised environment. Carry out day-to-day tasks without direct supervision, using own initiative and make decisions without reference to a supervisor or manager about the handing of sensitive matters. Use sound judgement to seek advice or alert senior managers to any issues or concerns when appropriate. Improvement, Monitoring, Policy/Service Development Support new developments and redesign of all relevant processes and pathways within the Service and actively and constructively participate in agreed changes to practice that improve patient experience and care. Adhere to health board policies, processes, and guidance to contribute the resolution of complaints or concerns. Ensure confidentiality is always maintained following agreed Health Board policies and procedures. Respond to feedback and data to continuously improve the services on offer. Actively and constructively participate in agreed changes to practice as a result of service improvement or practice development. Monitor and ensure that own workload is managed effectively. Communication Record clear and concise information received from the patient on specialist electronic patient systems ensuring accuracy at all times. Answer all telephone calls within the response target times and in accordance to procedure, courteously greeting the caller in both English and Welsh. Updating information whilst on the call and note taking specific points mentioned by patients wearing a headset Answer telephone calls from people in relation to their waiting list queries. Log queries on the SharePoint system that requires specialist advice if unable to deal with them at the time. Guide callers to services and resources which will support them to optimise their health whilst waiting on a waiting list. When dealing with calls from angry upset patients or their families provide advise and guidance in a calm and helpful manner these calls at times can be hostile which will need to be de-escalated to resolve potential complaints Ensure calls are dealt with promptly and in a proficient and professional manner within the target response times complying with procedures, courteously greeting the caller in both English and Welsh. Foster and maintain effective good working relationships with internal and external stakeholders e.g., clinicians, hospital staff, GPs etc. Using initiative and judgement ensure appropriate links and guidance including emails, QR Codes and website links are accurate and relevant e.g. promotion of health and prevention of illnesses. Non-Clinical Demonstrate politeness, courtesy and sensitivity in dealing with patients, relatives and colleagues, maintaining good customer relations when sign posting to services and dealing with enquiries. Alert appropriate agencies when there are any concerns regarding potential/actual risk to a patient e.g. child protection, domestic violence and protection of vulnerable adults. Management, Training & Leadership Support and assists with the introduction of new staff by providing support training in own area. Motivate and support staff within the Team to identify opportunities and ensure efficiency in the workplace Participate and actively look to develop and improve own knowledge and training including ensuring statutory & Mandatory training is kept up to date. Attend statutory/mandatory training. Personally ensure compliance with Health & Safety policies and procedures. Assist in maintaining own and others health safety and security. Finance and Budget Report any IT systems, phone systems or equipment faults directly to supervisors, responsible for ensuring own remains in good working order. Digital and Information Maintain accurate patient information and ensure that confidentiality is observed when recording patient data on patient electronic systems Ensure patient information is kept up to date and accurate, undertaking any alterations immediately after notification. Job description Job responsibilities Planning and Design Able to autonomously prioritise and plan workload to meet deadlines, often in a pressurised environment. Carry out day-to-day tasks without direct supervision, using own initiative and make decisions without reference to a supervisor or manager about the handing of sensitive matters. Use sound judgement to seek advice or alert senior managers to any issues or concerns when appropriate. Improvement, Monitoring, Policy/Service Development Support new developments and redesign of all relevant processes and pathways within the Service and actively and constructively participate in agreed changes to practice that improve patient experience and care. Adhere to health board policies, processes, and guidance to contribute the resolution of complaints or concerns. Ensure confidentiality is always maintained following agreed Health Board policies and procedures. Respond to feedback and data to continuously improve the services on offer. Actively and constructively participate in agreed changes to practice as a result of service improvement or practice development. Monitor and ensure that own workload is managed effectively. Communication Record clear and concise information received from the patient on specialist electronic patient systems ensuring accuracy at all times. Answer all telephone calls within the response target times and in accordance to procedure, courteously greeting the caller in both English and Welsh. Updating information whilst on the call and note taking specific points mentioned by patients wearing a headset Answer telephone calls from people in relation to their waiting list queries. Log queries on the SharePoint system that requires specialist advice if unable to deal with them at the time. Guide callers to services and resources which will support them to optimise their health whilst waiting on a waiting list. When dealing with calls from angry upset patients or their families provide advise and guidance in a calm and helpful manner these calls at times can be hostile which will need to be de-escalated to resolve potential complaints Ensure calls are dealt with promptly and in a proficient and professional manner within the target response times complying with procedures, courteously greeting the caller in both English and Welsh. Foster and maintain effective good working relationships with internal and external stakeholders e.g., clinicians, hospital staff, GPs etc. Using initiative and judgement ensure appropriate links and guidance including emails, QR Codes and website links are accurate and relevant e.g. promotion of health and prevention of illnesses. Non-Clinical Demonstrate politeness, courtesy and sensitivity in dealing with patients, relatives and colleagues, maintaining good customer relations when sign posting to services and dealing with enquiries. Alert appropriate agencies when there are any concerns regarding potential/actual risk to a patient e.g. child protection, domestic violence and protection of vulnerable adults. Management, Training & Leadership Support and assists with the introduction of new staff by providing support training in own area. Motivate and support staff within the Team to identify opportunities and ensure efficiency in the workplace Participate and actively look to develop and improve own knowledge and training including ensuring statutory & Mandatory training is kept up to date. Attend statutory/mandatory training. Personally ensure compliance with Health & Safety policies and procedures. Assist in maintaining own and others health safety and security. Finance and Budget Report any IT systems, phone systems or equipment faults directly to supervisors, responsible for ensuring own remains in good working order. Digital and Information Maintain accurate patient information and ensure that confidentiality is observed when recording patient data on patient electronic systems Ensure patient information is kept up to date and accurate, undertaking any alterations immediately after notification. Person Specification English Essential Level 3 Qualification or equivalent experience in an administrative role 5 GCSE's at A-C including English and Maths Desirable Knowledge of NHS and how it works. Knowledge of HB and its development. English Essential Experience of working in a team. Experience of working within a healthcare environment. Desirable Previous clinical experience. Experience of working in a busy office environment and dealing with multiple priorities. Person Specification English Essential Level 3 Qualification or equivalent experience in an administrative role 5 GCSE's at A-C including English and Maths Desirable Knowledge of NHS and how it works. Knowledge of HB and its development. English Essential Experience of working in a team. Experience of working within a healthcare environment. Desirable Previous clinical experience. Experience of working in a busy office environment and dealing with multiple priorities. 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). Additional information 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 Swansea Bay University Health Board Address Singleton Hospital Sketty Lane, Sketty Swansea SA2 8QA Employer's website https://sbuhb.nhs.wales/ (Opens in a new tab)