Administration Support Officer - Professional Support Unit

Health Education and Improvement Wales; Cardiff; On-site; GBP 20,000 - 30,000; Full time

Job summary

A strategic workforce body for NHS Wales is seeking an individual for an administrative support role. Responsibilities include handling inquiries, booking appointments, and managing data in the PSU Insight Database. Welsh language proficiency is desirable. Join a dedicated team aiming to improve health services in Wales with a focus on compassionate leadership and meaningful impact.

Benefits

Corporate induction and 90 day Welcome itinerary

Compassionate leadership

Performance appraisal process

Qualifications

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

Responsibilities

• Deal with a range of internal and external enquiries in a professional manner.
• Triage new referrals to the Professional Support Unit inbox.
• Process and book new and follow-up cases for the PSU within KPIs.
• Register new service users on the PSU Insight Database.
• Enter and retrieve appropriate information from relevant systems.
• Follow service users up before the appointment dates.
• Exchange information with relevant service users or faculty.
• Prepare letters and secondary referrals following meetings.
• Produce documentation and organize meetings.
• Provide administration support for educational workshops.

Job description

Provide 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.

Responsibilities

• Deal with a range of internal and external enquiries in a professional manner, establishing requirements and adapting the standard responses accordingly.
• Triage new referrals to the Professional Support Unit (PSU) inbox / voicemail, in liaison with the PSU Team.
• Process and book new and follow-up cases / appointments for the PSU within KPIs, and according to Case Manager schedules.
• Register new service users on the PSU Insight Database, book and send out appointments, MS Teams links / books rooms as appropriate.
• Enter and retrieve appropriate information from the PSU Insight Database and other relevant systems.
• Follow service users up and request confirmation on attendance prior to the appointment dates.
• Exchange information (within GDPR requirements) with relevant service users or faculty on appointment bookings, which may sometimes involve service users who are upset or anxious.
• Liaise with visiting service users / faculty members / stakeholders.
• Audio typing / typing / preparing letters and secondary referrals following meetings with residents / trainees, including sharing encrypted confidential information.
• Produce documentation, plan and organise meetings, take minutes and make travel arrangements.
• Provide administration support for educational workshops, appeals and events, produce materials, certificates and process feedback via MS Forms.

Requirements

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

About HEIW

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.

Our Values

HEIW's 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
• compassionate leadership
• 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?