Single Point of Contact Support Clerk

Job description

Job summary

This post is to support the delivery of Hywel Dda Health Board's single point of contact service.

Working within the Communication Hub (Command Centre) the Single Point of Contact Support Clerks are responsible for efficiently responding to and processing all allocated queries from Hywel Dda staff and population.

Individuals will be expected to handle a variety of calls, dealing with and resolving all queries in an efficient and effective manner. Therefore, dealing effectively with any enquiries whilst ensuring confidentiality.

We can consider both full-time and part-time requests (minimum of 15 hours).

Main duties of the job

• Answer all telephone calls efficiently and in accordance to procedure, courteously greeting the caller in both English and Welsh.
• To ensure all calls are dealt with promptly and in a proficient and professional manner, in accordance with agreed operational policies and procedures associated with the Communication Hub and the services we support.
• Use a guidance script to ensure consistency of communication.
• Books and confirms all clinic appointments into the agreed clinic utilising WPAS, WIS or bespoke booking systems as required.
• Cancel and rearrange all appointments that are unable to attend original appointment, ensuring a new mutually agreed appointment is confirmed before ending the telephone call.
• Operates available systems such as WPAS, WIS, SharePoint and Netcall.
• Liaise with the supervisors and other Communication Hub staff to ensure callers are provided with accurate and up to date information in regards to the services being supported.
• Deals with general calls including logging the individuals details and information to the relevant department or providing them with the appropriate telephone number.
• Ensures confidentiality is maintained at all times following agreed Health Board policies and procedures at all times.
• The ability to work effectively as part of a team is vital.

About us

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:

o Four main hospitals: Bronglais Hospital in Aberystwyth; Glangwili Hospital in Carmarthen; Prince Philip Hospital in Llanelli; and Withybush Hospital in Haverfordwest

o Five community hospitals: Amman Valley and Llandovery hospitals in Carmarthenshire; Tregaron Hospital in Ceredigion; and Tenby and South Pembrokeshire hospitals in Pembrokeshire

o Two integrated care centres: Aberaeron and Cardigan in Ceredigion, and several other community settings

o 47 general practices (six of which are health board managed practices); dental practices (including four orthodontic); 99 community pharmacies; 43 general ophthalmic practices; and 8 ophthalmic domiciliary providers

o Numerous mental health and learning disabilities services

Job description

Job responsibilities

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

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 04/09/2026.

Job description
Job responsibilities

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

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 04/09/2026.

Person Specification

Qualifications and Knowledge

Essential

• Good level of general education or equivalent experience

Desirable

• NVQ 2 customer care
• ECDL Certificate
• Knowledge/experience of computer systems
• Knowledge of PAS/Myrddin systems
• Knowledge of partial booking systems

Experience

Essential

• Contact centre or administration/clerical experience

Desirable

• Previous call/appointment centre experience
• Experience in health records/health sector
• Experience in using administration systems

Language Skills

Desirable

• Welsh Speaker (Level 1)

Person Specification
Qualifications and Knowledge

Essential

• Good level of general education or equivalent experience

Desirable

• NVQ 2 customer care
• ECDL Certificate
• Knowledge/experience of computer systems
• Knowledge of PAS/Myrddin systems
• Knowledge of partial booking systems

Experience

Essential

• Contact centre or administration/clerical experience

Desirable

• Previous call/appointment centre experience
• Experience in health records/health sector
• Experience in using administration systems

Language Skills

Desirable

• Welsh Speaker (Level 1)

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 .

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. .

Additional information
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 .

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. .

Employer details

Employer name

Hywel Dda University Health Board
Address

Hafan Derwen

St David's Park

Carmarthen

SA31 3BB

United Kingdom

Employer's website