Single Point of Contact Support ClerkNHS
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.
Job description
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.
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