Administration Support Officer - Professional Support Unit

NHS; Cardiff; On-site; GBP 24,000 - 27,000; Full time

Job summary

An NHS position for an Administration Support Officer at the Professional Support Unit has opened in Cardiff. The role involves providing key administrative support to healthcare professionals while managing enquiries efficiently. Candidates with relevant qualifications and a strong background in office environments will thrive in this role, contributing to the effective operation of health services.

Benefits

Corporate induction and 90-day Welcome itinerary

Values-based performance appraisal

Opportunities to impact health services

Qualifications

• Experience in administrative roles and healthcare systems.
• Minimum NVQ Level 3 or equivalent qualifications.
• Effective communication and IT skills required.

Responsibilities

• Provide administrative support to the Professional Support Unit.
• Manage enquiries and scheduling for service users.
• Maintain confidential records and assist with events.

Skills

Communication

Teamwork

Problem Solving

IT Skills

Education

NVQ Level 3 or equivalent

A-levels

Computer Qualifications

Tools

MS Office

NHS database systems

Job description

Administration Support Officer - Professional Support Unit

Provide an administrative support to the Professional Support Unit. The post holder's key duties will be: dealing with first line enquiries from service users (doctors, dentists and pharmacists in training) and the faculty; providing support and guidance, engaging and completing a range of tasks e.g. coordinating appointments; general administration and maintenance of records; to meet operational and customer service requirements of the Professional Support Unit.

The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.

Main duties of the job

o Deal with a range of internal and external enquiries in a professional manner, establishing requirements and adapting the standard responses accordingly.

o Triage new referrals to the Professional Support Unit (PSU) inbox / voicemail, in liaison with the PSU Team.

o Process and books new and follow-up cases / appointments for the PSU within KPIs, and according to Case Manager schedules.

o Register new service users on the PSU Insight Database, book and send out appointments, MS Teams links / books rooms as appropriate.

o Enter and retrieve appropriate information from the PSU Insight Database and other relevant systems.

o Follows service users up and request confirmation on attendance prior to the appointment dates.

o Exchanges information (within GDPR requirements) with relevant service users or faculty on appointment bookings, which may sometimes involve service users who are upset or anxious.

o Liaise with visiting service users / faculty members / stakeholders.

o Audio typing / typing / preparing letters and secondary referrals following meetings with residents / trainees, including sharing encrypted confidential information.

o Produce documentation, plan and organise meetings, take minutes and makes travel arrangements.

o Provide administration support for educational workshops, appeals and events, produce materials, certificates and process feedback via MS Forms.

About us

Health Education and Improvement Wales (HEIW) is the strategic workforce body for NHS Wales with statutory functions that include education and training, workforce planning, workforce development and transformation, leadership and succession planning, and careers. Our purpose is to develop a workforce that delivers excellent care to patients/service users and excellent population health. We are a Special Health Authority working closely with our partners; Social Care Wales, education providers, professional and regulatory bodies and Welsh Government.

HEIW's is committed to developing an internal culture of choice. Our Values reflect our thoughts, feelings and beliefs in how we will, and will not, behave and treat others:

- Respect for All in every contact we have with others,

- Ideas that Improve: Harnessing creativity and continuously innovating, evaluating and improving,

- Together as a Team: Working with colleagues across NHS Wales and with partner organisations.

HEIW received the HPMA Award for Employee Engagement in 2019.

What you can expect:

- a corporate induction and 90 day Welcome itinerary,

- a meaningful values based performance appraisal process,

- the opportunity to impact upon health and social care services and the lives and wellbeing of the people of Wales.

Many of our colleagues and stakeholders have commented on the buzz and atmosphere we create by working together as "One HEIW Team". Do you want to join that team?

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

• NVQ 3 / minimum of 5 GCSEs with minimum C in Maths & English / equivalent
• A-levels
• Computer Qualifications

Experience

• Experience of working in an administrative or office environment using a variety of IT packages (e.g., MS Office)
• Experience in working with the general public either face-to-face or over the telephone
• Experience in working with the general public either face-to-face or over the telephone
• Experience of working in confidential / sensitive situations requiring tact and diplomacy
• Previous experience of working within healthcare systems
• Knowledge of NHS database systems such as INTREPID/Oracle systems

Skills

• Work as an effective team member, providing advice and guidance to other team members where necessary
• Communicate effectively and professionally with a wide range of people
• Confident to propose changes to enhance procedures in own working area
• Deal with escalated requests for information or service, resolving customer issues where appropriate
• Use initiative in solving problems and responding to queries ensuring compliance with standard procedures and practices

Other

• A willingness to undertake further training and development
• Ability to travel within geographical area
• Able to work hours flexibly
• Welsh Speaker (Level 1) or willingness to work towards

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.

£24,433 to £26,060 a yearPer annum / pro rata