Hywel Dda University Health Board
Job summary
Due to the continued growth of The Communication Hub, Hywel Dda University Health Board is seeking to recruit an enthusiastic individual to join our patient-facing Single Point of Contact service. This is an exciting opportunity to contribute to a team dedicated to improving access and communication for patients across the Health Board.
The position is based on a Monday to Friday, 9:00am to 5:00pm working pattern, with a hybrid arrangement of three days per week at Hafan Derwen and two days working from home.
The post holder will be Service Coordinator for Waiting List and Cancellations. A key function within the Communication Hub providing patients with accurate and safe information.
The team is seeking an expert in health service administration, patient communication and team leadership. It will require somebody who is knowledgeable of health board systems and an excellent communicator, who is self motivated and committed to quality improvement, whilst demonstrating sound personal and organisational values .
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Main duties of the job
The successful applicant will be responsible for developing and delivering a process infrastructure to manage escalated complex queries or process concerns. They will lead on all aspects of operational delivery for the identified service.
The role will include liaising and communicating information verbally and via technical links with health colleagues and partner organisations; to ensure continuity of care for those accessing the service. They will identify and coordinate centralised resources and provide high quality, timely and accurate information and support.
Other tasks will include:
Providing support to individuals who contact the Communication Hub, including those expressing concerns, emotional distress, andpossible deterioration in their health condition; ensuring all responses to queries are in line with current local and national guidance.
Utilise the relevant databases, ensuring queries are correctly inputted and allocated.
Identify appropriate changes to be made to database systems when necessary.
Establish and maintain effective relationships with the Communication Hub and all teams who are accommodated within it.
Person Specification
Qualifications and Knowledge
Essential
- Degree related to Health or Social Care OR a Professional management qualification at level 5, or equivalent experience
- Ongoing learning and professional development in relevant field i.e. service development, customer service, team management
- Digitally literate with a comprehensive knowledge of Microsoft office packages including word, excel, power point, outlook and Teams.
- An understanding of Quality Improvement methodology and ability to use to influence change.
Desirable
- Knowledge of Health Board processes and patient pathways
- Knowledge of project management methodologies
Experience
Essential
- Experience of working in a healthcare / communication coordination setting
- Experience of liaising with multidisciplinary teams and external stakeholders
- Evidence of problem solving
- Experience of writing reports and using data
- Experience of working in a busy office environment and dealing with multiple priorities.
- Experience of teaching/training/coaching/facilitation
Desirable
- Experience of reducing barriers to access services
Other
Essential
- Flexible approach to meet the needs of the service
- Willingness to learn new skills
- Ability to travel between sites in a timely manner
Desirable
- Welsh Speaker (Level 1)
Closing Date: 20 September 2026
To apply for this job please visit apps.trac.jobs.