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Job summary

Main area
Sexual and Reproductive Health
Grade
Band 3
Contract
Permanent
Hours
Part time - 15 hours per week (Flexible days, 2 days per week)
Job ref
100-AC287-0925
Employer
Hywel Dda University Health Board
Employer type
NHS
Site
Penlan Clinic
Town
Carmarthen
Salary
£25,313 - £26,999 per annum, pro rata
Salary period
Yearly
Closing
07/10/2025 23:59
Interview date
14/10/2025

Employer heading

Hywel Dda University Health Board logo

Single Point of Access Telephone Co-ordinator / Clinic Administrator

Band 3

Our Hywel Dda values reflect who we are and how we behave. We continuously work together to be the best we can be as we strive to develop and deliver excellent services, putting people at the heart of everything we do. Throughout our recruitment process you will be asked to think about how you would demonstrate these values in the way that you work with us.

If you are registered Health Care professional considering relocating to the Hywel Dda area in West Wales please don’t hesitate to contact our recruitment campaigns team directly via [email protected]

To keep up to date with our latest recruitment activity follow us on Facebook (Swyddi Hywel Dda Jobs), LinkedIn or on Twitter @SwyddiHDdaJobs

Hywel Dda University Health Board reserve the right to close vacancies after 24 hours if a large number of suitable applications are received. We encourage early applications to ensure consideration for a post.


 

Job overview

The Sexual Health Team see over 30,000 patients each year across the 3 Health Board Counties with a mixture of face to face and virtual consultations. We offer a range of services including contraception, management of Sexually Transmitted infections, cervical screening, a Pregnancy Advisory service and Psychosexual Counselling. 

Working at the Sexual Health Service Hub in Carmarthen, the post holder will act as a first point of contact, efficiently responding to  telephone enquiries from members of the public who wish to access the Service. They will provide general information to callers regarding service provision and allocate appointments appropriately.

The post holder will also work independently being responsible for assisting with general administration and secretarial duties ensuring a professional and confidential service at all times. The role will involve dealing with first line enquiries, communicating and welcoming into the department all levels of personnel within defined parameters, both internal and external, via phone, e-mail and face to face. They will also need to be able to judge when they need to pass on queries and information to colleagues for more complex enquiries.

Main duties of the job

To act as a first point of telephone contact for patients and health care providers.

To perform a telephone triage following service guidelines and individual judgement where necessary to ensure patients are allocated appropriate consultation appointments.

This will involve using own judgement to appoint / refer patients appropriately

To communicate effectively in a courteous and non- judgemental  manner.

To competently use the Sexual Health Electronic Patient Record system to register patients, book appointments and send patient information via SMS.

To appreciate the sensitive nature of some enquiries e.g. Patients requesting advice following sexual assault, patients requesting termination of pregnancy. Treating patients with kindness and respect.
To work unsupervised requesting advice from Clinical staff as needed.
To liaise directly with clinical staff, clearly communicating details of any calls received that raise concern for patient of staff safety.

The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.

 

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

Detailed job description and main responsibilities

In addition to answering our busy single point of access telephone line the post holder will provide a range of administrative and secretarial duties including filing of clinical and non-clinical correspondence. The post-holder will welcome patients to the department, guiding them to the appropriate room and answering general questions. Duties will also include typing, scanning, photocopying and ordering office supplies. The post-holder will adhere to the Health Board Guidelines and undertake any other duties as appropriate to the nature and grade of the post.

You will be able to find a full job description and person specification attached within the supporting documents.

The Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences.  In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.

The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these minimal desirable requirements during the course of your employment with us.

Interviews will be held on 14/10/2025

Person specification

Qualifications and Knowledge

Essential criteria
  • Good level of general education
  • GCSEs or equivalent
  • Evidence of Level 3 study/ NVQ or equivalent
Desirable criteria
  • NVQ Customer Care

Experience

Essential criteria
  • Previous Experience in a customer focused environment
  • Previous experience of an administrative role within a Health / Social Care Team
Desirable criteria
  • Experience of working with Electronic Patient Records
  • Call centre experience

Language Skills

Desirable criteria
  • Welsh Speaker (Level 1)

Employer certification / accreditation badges

Veteran AwareNo smoking policyCymraegMindful employer.  Being positive about mental health.Disability confident employerStep into healthCarer Confident (With Welsh translation)Defence Employer Recognition Scheme (ERS) - GoldCore principlesStonewall 2023 Bronze

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Welsh language skills are desirable

Documents to download

Apply online now

Further details / informal visits contact

Name
Alison Lucitt
Job title
Senior Sister
Email address
[email protected]
Telephone number
01554 784716
Additional information

Informal enquiries and visits welcomed.

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