Cwm Taf Morgannwg University Health Board
We are seeking highly motivated individuals to work within a very busy first appointment hub based in Ysbyty Cwm Cynon supporting Physiotherapy services.
All calls relating to new patient physiotherapy appointments across 6 hospital sites are handled centrally by our admin team in the hub, therefore the successful candidate will need to be resilient and confident in speaking to patients and dealing with a very high volume of calls as a primary function of the role.
The successful candidate will have previous office and/or call centre experience, ideally in a similar role within the NHS, Social Care or other health related environment. The successful candidate will have good interpersonal skills, the ability to deal with a high volume of calls on a daily basis, computer skills, excellent communication skills and enjoy working as part of a busy team.
Main duties of the job
To be the first point of contact for all telephone calls and patient queries relating to first appointments for the physiotherapy service, booking patients into the appropriate clinics, making outbound calls to rearrange or cancel appointments in line with operating procedures and as directed by the team lead or clinical leads.
To provide a range of clerical duties to support the Physiotherapy Service including support for the waiting lists, photocopying, scanning, inputting referrals onto electronic systems, typing and covering reception and other generic admin tasks as and when required.
Knowledge of Health Board IT systems to include WCCIS, and Myrddin would be desirable although full training will be given.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Job responsibilities
Brief overview: First point of contact for all telephone calls relating to all physiotherapy new patient appointments, booking and rearranging appointments, scanning new referrals, distributing appointment letters, and making outgoing calls to patients.
Clerical tasks including scanning of new referrals, accepting and processing referrals to the Physiotherapy Service and maintaining patient attendance records, inputting data onto patient database, and using clinical information systems (Myrddin/WPAS) to update confidential information. Liaising with clinical staff, and administrative colleagues throughout the Physiotherapy department.
Person Specification
Education
* Good standard of Maths and English
* Knowledge of Microsoft Office
* ECDL
Experience
* Experience of working in a busy office environment
* Ability to prioritise and manage workload
* Experience with Myrddin/WPAS
* Call centre or similar experience
Skills
* Ability to communicate with staff at all levels
* Excellent organisational skills
* Excellent telephone manner
Knowledge
* Understand the need for confidentiality
* Understanding office practices
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.
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