Specialist Support Officer (Communication Hub)

This is a new role within Hywel Dda's growing patient facing, single point of contact service; The Communication Hub., 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.

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.

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:

• Four main hospitals: Bronglais Hospital in Aberystwyth; Glangwili Hospital in Carmarthen; Prince Philip Hospital in Llanelli; and Withybush Hospital in Haverfordwest
• Five community hospitals: Amman Valley and Llandovery hospitals in Carmarthenshire; Tregaron Hospital in Ceredigion; and Tenby and South Pembrokeshire hospitals in Pembrokeshire
• Two integrated care centres: Aberaeron and Cardigan in Ceredigion, and several other community settings
• 47 general practices (six of which are health board managed practices); dental practices (including four orthodontic); 97 community pharmacies; 43 general ophthalmic practices; and 8 ophthalmic domiciliary providers
• Numerous mental health and learning disabilities services