Hywel Dda University Health Board
Job summary
This is a new role within Hywel Dda’s growing patient facing, single point of contact service; The Communication Hub.
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 .
There are two new Specialist Support Officer posts, each with a focus on either waiting list and cancellation queries, or on general patient support queries.
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 providing administrative oversight within the Communication Hub; supporting and contributing to the shaping of new pathways/processes within their specialist area.
Providing assurance that daily operational tasks are balanced with fluctuating demand. Communicating effectively with patients to resolve complex queries and with managers to escalate any complex queries or process concerns.
Other tasks will include:
Responsibility for managing, triaging and responding to patient queries on a daily basis to ensure all service functions are supported tomeet demand.
Completing adhoc audits to monitor compliance and generate improvement activity.
Handling confidential, contentious and sensitive information of a personal nature and observe and comply with specific and implied confidentiality rules and policies.
Person Specification
Qualification and Knowledge
Essential
- Good standard of education (5 GCSE’s at A-C including Maths and English)
- Level 3 qualification or equivalent experience in relevant area (e.g. Health and social care/ business management/ team leadership/ administration)
- IT literate with a comprehensive knowledge of Microsoft office, packages including Word, Excel, Power point, Outlook and Teams.
- An understanding of Quality Improvement methodology and understanding process.
Desirable
- Knowledge of NHS and how it works
- Knowledge of HB and its development
Experience
Essential
- Experience of working in and co-ordinating a team
- Experience of development and setting up spreadsheets and managing multiple databases
- Experience of working in a busy office environment and dealing with multiple priorities.
- Evidence of problem solving
- NHS experience and knowledge of medical terminology
- Experience of call handling
Desirable
- Experience of working in a changing environment
- Experience of passing on knowledge to others through designing and delivering training
Other
Essential
- Ability to travel between sites in a timely manner
- Flexible to the needs of the service
Desirable
- Welsh Speaker (Level 1)
Closing Date: 16 September 2026
To apply for this job please visit apps.trac.jobs.