Job summary
An opportunity has arisen in the CAV 24/7 service for the post of CAV 24/7 Shift Lead based in the call centre.
CAV 24/7 - 'Right place, First Time'
Urgent Primary Care access is changing in Cardiff and Vale. What is CAV 24/7? A comprehensive 'Phone First' service that provides enhanced clinical telephone triage to ensure the citizens of Cardiff and Vale access safe and effective urgent care, underpinned by the principle of 'right place, first time'.
Main duties of the job
The role of the Shift Lead is manage an operational shift, supervising call handlers and ensuring that calls taken from Call Handlers are processed correctly and forwarded onto the most appropriate clinician. Also supporting call handling team to answer calls from patients who require access to a wide range of services delivered for the University Health Board's (UHB) call centre, such services will include CAV 24/7 call, GP OOH's and Dental Services.
Previous experience of using multiple systems including PARIS would be desirable. However, full training will be provided.
The post involves, overseeing the call handlers and call centre along with reporting service performance to the on-call manager and undertaking return to work interviews and PADR's along with other HR focused meetings.The post will involve liaising with the general public, and a variety of Health Care Professionals.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
About us
Cardiff and Vale University Health Board is one of the largest Integrated Health Boards in the UK, employing over 15,000 staff, providing over 100 specialist services. Working across 6 hospital sites, we have a diverse range of career opportunities to offer. Serving around 500,000 people living in Cardiff and the Vale of Glamorgan, we are focussed on the health and care needs of our local population whilst working with our partners to develop regional services.
Our mission is "Caring for People, Keeping People Well", and our vision is that every person's chance of leading a healthy life should be equal. As an organisation we are unashamedly ambitious for our population's health, rising to the challenges of today and tomorrow through our 10-year strategy, Shaping our Future Wellbeing. We are contributing to a healthier Wales with great emphasis placed on innovation and improvement, learning from around the world and leading the way in clinical research. Partnership working is strong at Cardiff and Vale, and we work closely with our staff and our community.
Cardiff, the thriving Welsh capital, is a fantastic city to live and work in with an abundance of sports, arts and cultural attractions. Situated to the west of Cardiff, the Vale of Glamorgan offers a combination of beautiful Welsh countryside and a dramatic natural coastline. Whether city life or rural living, Cardiff and the Vale offers the best of both worlds.
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
Essential
- Good identifiable level of education with a minimum of GCSE in English and Mathematics or NVQ Level 3.
Desirable
- Undertaken personal development within the past two years.
Experience
Essential
- Previous experience of providing telephony call handling services.
- Good IT Skills.
- Previous experience of managing a team.
Desirable
- Previous experiences of answering calls to patients requiring health related services.
- Previous experience in health care background.
- Previous experience in managing a call centre.
Skills
Essential
- Good Telephone manner and communication skills.
- ICT skills
- Good numeracy and literacy skills
- Experience in complaints management or resolution.
Desirable
- Good geographical knowledge of Cardiff / Vale of Glamorgan area's.
- ICT skills with specific knowledge of Adastra and PARIS
Knowledge
Essential
- Knowledge of the CAV 24/7 service
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.
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 .
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 .
Employer details
Employer name
Cardiff and Vale University Health Board
Address
Cardiff Royal Infirmary
Longcross Street
Cardiff
CF24 0SZ