The post-holder will be expected to provide a service to all Dermatology clinics within the Health Board. Manage clinics and delegate appropriate work to telephone booking clerks to oversee efficient & optimum clinic utilisation. An up-to-date knowledge of Dermatology outpatient clinics will be required to enable the post-holder to make, amend and cancel appointments, handle telephone queries as this will become a multi-skilled role; the post-holder will need a working knowledge of all clinic protocols in addition to any specific standards for each clinic. The role will range from handling GP and patient queries and enquiries about clinics, making appointments using the Myrddin Patient Administration System and using direct and partial booked appointments.
The main duties will be answering telephone calls, making calls, taking general enquiries, booking appointments in line with Partial Booking Policy, monitoring waiting lists & cancellations and co- ordinating the utilisation of clinic slots.
The ability to prioritise your work and be highly organised is paramount to this post as is excellent interpersonal communication skills, which includes a friendly telephone manner, whilst also providing a professional, sensitive manner and maintaining confidentiality at all times.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Aneurin Bevan University Health Board (ABUHB) is a multi-award-winning NHS organisation serving the communities of Gwent. With more than 14,000 staff and volunteers, we provide safe, high-quality, and compassionate care across hospitals, GP practices, community services, and mental health settings. As a University Health Board, research, education, and innovation are central to our work, supporting evidence-based practice and continuous improvement.
Our work is guided by the Gwent Strategy 2025–2035, which sets out our long-term ambition to create a fairer and healthier future for our population. We focus on prevention, reducing health inequalities, and working in partnership with local authorities, voluntary organisations, and communities to improve health and wellbeing.
We are committed to creating an inclusive, supportive workplace where people feel valued, respected, and able to develop. Our values of Kindness, Integrity, and Respect shape how we care for patients and how we treat one another.
We offer a wide range of learning and development opportunities, flexible working where possible, and a comprehensive NHS benefits package. Working for ABUHB means being part of an organisation that values its people and offers the chance to build a meaningful and rewarding career while making a real difference to the lives of others .
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
To co-ordinate the utilisation of booking slots across the Health Board ensuring that capacity is utilised to the maximum. Manage clinics and delegate appropriate work to telephone booking clerks to oversee efficient & optimum clinic utilisation. Any under-utilisation to be reported immediately to the Team Leader.
This will include both outpatient appointments and day case appointments on WPAS and Ormis.
Any cancellations are to be undertaken following the set criteria for the speciality. Attention should be given to waiting time and cancer targets. Patients must be rebooked within specified time scales. Any problems meeting this criteria, including late cancellations, should be highlighted immediately to the Team Leader.
Ensure that all appointments are booked in line with the current Partial Booking Policies and booking criteria.
Monitor waiting lists & cancellations.
Waiting lists must be run weekly and checked for accuracy in relation to rules surrounding waiting list auditing. The key elements being:
Adherence to Primary Targeting (PTL scores)
Partial Booking
Application of DNA / C N A’s, cancellations etc
Duplicate entries
Outstanding bookings
Application of priorities.
Ensure that standards are met for the notification or acknowledgement of appointments and confirmation letters that are sent to patients according to set criteria and protocols.
Deal with telephone queries from both internal and external agencies in a professional manner in accordance with Data Protection and statutory policies and procedures.
To deal with all enquiries and complaints promptly and sympathetically, adhering to the Dermatology standard operating procedure and inform Team Leader / Business Support Manager of any problems immediately.
Ensure that any patient demographic changes are made at the time of the call.
Maintain good communication and liaison with other staff, wards, departments and the general public.
Liaise with consultants as regards removing patients from the waiting lists as per protocols.
To ensure that any relevant information is communicated to clinical directorates or reception teams as appropriate
Action CNA (Cannot attend appointment,) DNA (Did not attend for appointment) & CP (Cancel appointment completely) as per protocols.
Record accurate complete information for all patients on relevant databases
Clerks are responsible for covering colleagues during periods of annual leave and sickness. (Provide cross speciality cover for each other) This will not be limited to reception cover.
All staff must have full understanding of Guide to Good Practice and Service Standards.
To follow all protocols and standards, manual and computerised, ensuring these are undertaken accurately within agreed time scales.
To keep abreast of current Welsh Government (WG) definitions and guidelines and Service and Financial Framework (SaFF) targets.
Flexible to the needs of the service to ensure smooth running of the department.
Actively participate in the duties of the department as required
Answer complex enquiries both in person and on the telephone from people who may have varying levels of ability to understand or whose first language is not English.
Answer internal and external telephone enquiries in an efficient manner.
Use empathy, tact and diplomacy in dealing with staff members or patients who may be hostile, antagonistic, often when their expectations have not been met i.e., Waiting times to appointments, cancelled clinic
To provide and receive complicated and sensitive information to/from patients about their appointment, give instructions and explanations clearly and concisely where barriers to communication may exist, including challenging behaviour, learning disability and recent bereavement
Welcome visitors and new staff to the department and direct them to the appropriate member of staff.
Escalate service issues to the team leader to enable action to be taken to avoid disruption to the service or a delay to patients in the booking service.
Follow department policies and procedures and contribute to procedural and process changes which improve departmental effectiveness.
Work closely with the Team Leaders, Deputy and Business Support Manager to review working practices, identify new improved ways of working and find solutions to problems.
Recommend changes to policies, procedures and department environment to enhance the Department’s ability to provide optimum service to all customers.
To attend all training and development opportunities relating to your role.
Maintain up-to-date knowledge and skill levels in own area of work to ensure provision of the highest quality services
Contribute to an effective learning environment for the training and professional development
This job framework is a guide to the duties you will be expected to perform immediately on your appointment. It is not part of your contract of employment and your duties may well be changed from time to time to meet changes in the requirements of the Health Board.
