Job overview

We are seeking a motivated and enthusiastic individual to join our busy Outpatient Audiology Department based at Glangwili Hospital, Carmarthen.

The successful candidate will play a key role in the day-to-day administration and reception functions of the department, supporting services at Glangwili Hospital and our outreach sites. Responsibilities will include answering telephone enquiries, booking and rescheduling appointments, welcoming and assisting patients, responding to emails, and issuing hearing aid batteries and related consumables.

The post holder will be responsible for arranging adult Audiology appointments using our specialist booking system, alongside undertaking a range of administrative and clerical duties to support the efficient operation of the service. They will work closely with the Audiology Manager, Office Manager and Support Manager, contributing to the achievement of key performance indicators and supporting ongoing service developments.

The ideal candidate will possess excellent communication and customer service skills, with previous experience in an administrative or clerical role. They will be organised, calm and methodical in their approach to work, with the ability to effectively manage multiple tasks and priorities in a busy environment with frequent interruptions.

Experience of working within a healthcare setting, particularly in a role involving appointment scheduling, would be advantageous. 

Main duties of the job

The successful candidate will deliver a comprehensive reception and administrative support service, including answering telephone enquiries, welcoming patients and visitors, managing incoming and outgoing correspondence, and responding to customer queries in a professional manner.

Key responsibilities will include booking, cancelling, and rearranging appointments, using waiting lists and patient tracking systems to schedule outpatient appointments in accordance with Health Board policies. The post holder will also monitor booking performance against key performance indicators and contribute to the smooth running of the service.

Additional duties will include a range of clerical and receptionist tasks such as filing, photocopying, word processing, and document scanning.

As an advocate for patient experience within the Audiology Department, you will be committed to delivering the highest standards of customer service, ensuring every patient receives a positive experience by placing their needs at the centre of everything we do.

Working for our organisation

Hywel Dda University Health Board plans and provides NHS healthcare services for people living in Carmarthenshire, Ceredigion, Pembrokeshire, and bordering counties.

We have over 13,000 staff and together we provide primary, community, in-hospital, mental health and learning disabilities services.

We work in partnership with the three local authorities, as well as public, private and third sector colleagues, including our valued team of volunteers.

Our services are provided in:

• Four main hospitals: Bronglais Hospital in Aberystwyth; Glangwili Hospital in Carmarthen; Prince Philip Hospital in Llanelli; and Withybush Hospital in Haverfordwest
• Five community hospitals: Amman Valley and Llandovery hospitals in Carmarthenshire; Tregaron Hospital in Ceredigion; and Tenby and South Pembrokeshire hospitals in Pembrokeshire
• Two integrated care centres: Aberaeron and Cardigan in Ceredigion, and several other community settings
• 47 general practices (six of which are health board managed practices); dental practices (including four orthodontic); 97 community pharmacies; 43 general ophthalmic practices; and 8 ophthalmic domiciliary providers
• Numerous mental health and learning disabilities services