About this role
Job summary
An exciting opportunity has arisen to join a busy and supportive team within the Referral & Booking Centre based at St Woolos Hospital in Newport OR Nevill Hall Hospital in Abergavenny.
We are looking for individuals who have:
Excellent telephone manner and communication skills Empathy, tact and diplomacy when dealing with difficult situations Excellent organisational skills and methodical in their approach in all aspects of work Excellent attention to detail Flexibility in working practices and to the needs of the service The ability to demonstrate commitment to achieving high quality standards of work The ability to work as part of a team and on own initiative The ability to work and problem solve under pressure whilst achieving targets The ability to work at other locations The ability to work Saturday morning on a rotational basis
The Referral & Booking team play a vital role in patient care and has a commitment to deliver, high quality care in the right place, at the right time.
You will be well supported by a Team Leader and will receive full training in all aspects of this fast paced, multi-skilled role by our departmental Trainer.
We can also offer many training and development opportunities to further progress your career within the service.
If you would like to be part of our team and believe you can help us achieve our aims, then this is the place for you.
Main duties of the job
Provide a service to all acute service clinics within the Health Board Manage clinics and waiting lists effectively ensuring full clinic optimisation achieved Invite patients through the Partial Booking system to arrange an appointment Make, amend and cancel appointments Call handling (incoming and outgoing) and dealing with enquiries in accordance with data protection Updating waiting list entries Maintain professional communication with service users and all disciplines of staff
Candidates are advised to ensure they refer to the attached Person Specification and use the 'Supporting Information' section of the application form to detail how they meet the various requirements.
It is necessary to learn Welsh Language Skills when appointed to the post. Welsh and/or English speakers are equally welcome to apply.
About us
Aneurin Bevan University Health Board (ABUHB) is a multi-award-winning NHS organisation serving the communities of Gwent. With more than 14,000 staff and volunteers, we provide safe, high-quality, and compassionate care across hospitals, GP practices, community services, and mental health settings. As a University Health Board, research, education, and innovation are central to our work, supporting evidence-based practice and continuous improvement.
Our work is guided by the Gwent Strategy 2025-2035, which sets out our long-term ambition to create a fairer and healthier future for our population. We focus on prevention, reducing health inequalities, and working in partnership with local authorities, voluntary organisations, and communities to improve health and wellbeing.
We are committed to creating an inclusive, supportive workplace where people feel valued, respected, and able to develop. Our values of Kindness, Integrity, and Respect shape how we care for patients and how we treat one another.
We offer a wide range of learning and development opportunities, flexible working where possible, and a comprehensive NHS benefits package. Working for ABUHB means being part of an organisation that values its people and offers the chance to build a meaningful and rewarding career while making a real difference to the lives of others.
Job description 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
Qualifications and Knowledge Essential
Good Standard of Education - NVQ Level 3 - Business Admin Computer Literate Evidence of continuous professional development Customer Service experience Knowledge of administrative procedures and systems
Desirable
Knowledge of the Welsh Patient Administration System (WPAS) Knowledge of Clinical Work Station (CWS) Knowledge of Welsh Government (WG) Guidelines
Skills and Attributes Essential
Excellent Telephone Manner Excellent Communication Skills Flexible to the needs of the service Empathy, tact and diplomacy when dealing with difficult situations Remain professional at all times
Experience Essential
Customer Service experience Experience of dealing with the Public Previous clerical experiences and administration processes Ability to work and problem solve under pressure whilst achieving targets
Other Essential
Knowledge of how to plan and prioritise Ability to work effectively with Clinicians and 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
Desirable
Understanding of Health Board policies and procedures including HR
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 Aneurin Bevan University Health Board
Address St Woolos Hospital
131 Stow Hill, Ruperra Ward
Newport
NP20 4SZ
United Kingdom
Employer's website https://abuhb.nhs.wales/ (Opens in a new tab)