About this role
Job summary
The post-holder will be expected to provide a high quality administrative service to the Memory Assessment Service (MAS) Central Booking & Contact Centre. An up-to-date knowledge of outpatient clinics will be required to enable the post-holder to make, amend and cancel appointments, handle straightforward queries.The post-holder will need a working knowledge of all clinic protocols in addition to any specific standards for each clinic. The role will range from processing referral letters, updating waiting list entries, making calls to patients, answering telephone calls, booking appointments using the WCCIS Patient Administration System and using direct and partial booked appointments.To use own initiative within standard operating procedures, advice available for reference.
Main duties of the job
Ensure that all appointments are booked in line with the current Partial Booking Policies and booking criteria.To provide and receive sensitive information to/from patients about their appointment via the telephone.Act upon instructions from MAS Booking Clerk to support clinic utilisation.Ensure that clinic capacity is utilised to the maximum. Any under-utilisation to be reported immediately to the line manager.
Deal with telephone queries from both internal and external agencies in a professional manner in accordance with Data Protection and statutory policies and procedures.Escalate to MAS Booking Clerk in accordance with policy.
Please see Job Description for full duties of the role.
Ability to speak Welsh is desirable for this role; 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, computer literate, knowledge of administrative systems/patient information systems
Desirable
Business administration level 2
Experience Essential
Previous clerical experience, previous call centre experience
Desirable
Customer service experience
Skills Essential
Excellent telephone manner, excellent communication skills, empathy, tact and diplomacy when dealing with difficult situations
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 Cadocs Hospital
Lodge Road
Caerleon
NP18 2XQ
United Kingdom
Employer's website https://abuhb.nhs.wales/ (Opens in a new tab)