Discharge Support Officer, Primary & Community Care Group

NHS; Tonypandy; On-site; GBP 25,000 - 27,000; Full time

Job summary

A regional health board in Wales is seeking a Discharge Support Officer to manage and assist with the discharge processes of patients. Responsibilities include liaising with clinical staff and external providers, reporting on patient data, and ensuring timely communication across departments. The ideal candidate will have strong administrative skills, experience within the NHS, and excellent communication abilities. A satisfactory level of Welsh language skills is advantageous. This role offers competitive remuneration within the healthcare sector.

Qualifications

• Experience in validation work.
• Knowledge of clerical and administrative procedures.
• Understanding of Health & Safety Regulations.

Responsibilities

• Liaise with staff to ensure effective discharge processes.
• Collect and report discharge information.
• Quality assure forms received by the hub.

Skills

Excellent communication skills

Customer care skills

Prioritization skills

Confidentiality understanding

Education

Vocational Level 3

RSA/OCR III typing qualification

Good standard of education

Tools

Microsoft Office

Job description

Discharge Support Officer, Primary & Community Care Group

The closing date is 17 December 2025

The Support Officer will be an integral member of the Discharge Hub team, assisting the clinical and social care staff in the Hub to ensure the safe and effective management of all electronic supported discharge forms coming into the hub. This will involve liaising with a wide variety of stakeholders however, the post holder will be based in Ysbyty Cwm Rhondda.

Main duties of the job

The main duties of the role will include reviewing incoming electronic referrals transfer of care forms, and using IT processes to assist with triage / escalation, and processing of referrals forms to the point of patient transfer / discharge.

This may involve the co-ordination / booking of Non-Emergency Patient Transport, along with liaising with external providers such as community hospitals, care homes, community care teams, local authority teams, CHC teams and the voluntary care sector, other Health Boards.

Welsh Skills Desirable: This post is advertised as Welsh Desirable. This does not mean essential; while the candidate does not need to have skills in Welsh, we’ll consider it an advantage when short-listing and selecting candidates. This isn’t fluency, just Speaking & Listening skills at Level 3 (equivalent to CEFR B2) or above. Level 3 means basic conversations with patients about their everyday health. For more information, see 'Welsh Language Guidance' in the documents right at the bottom.

About us

Cwm Taf Morgannwg University Health Board is part of the NHS Wales family. Our Health Board provides primary, secondary and community health and wellbeing services to around 450,000 people living in three County Boroughs: Bridgend, Merthyr Tydfil, and Rhondda Cynon Taf.

We live by our core values:

• We listen, learn and improve
• We treat everyone with respect
• We all work together as one team

We are a proud local employer; around 80% of our 15,000 workforce live within our region, making our staff not only our lifeblood of our organisation but of the diverse communities that we serve.

Job responsibilities

The post holder will be required to liaise with numerous members of staff and wards to ensure there is effective, efficient communication and management of discharge processes, gather important data from the Discharge Hub for the production of reports and to enable the Discharge Hub team to make decisions on patient transfer into the most appropriate available community capacity, whilst minimising any discharge delays. The transfer routes will be defined by appropriate protocols and triggers.

Duties will include:

• Collect, collate and report a range of supported discharge information and report to the Operational Manager
• Quality assure the information included in the forms received by the hub and query where information is missing or is not sufficient to meet standards of trusted assessment document
• Liaise with staff on multiple wards/units to ensure timely discharge process management, as well as timely responses where there have been requests for additional information, to prevent any unnecessary/avoidable discharge delays
• Apply agreed escalation process if information requested is not received from ward in timely manner – accelerate to Discharge Hub Operational Manager in first instance
• Support Discharge Hub manager in producing regular reports and updates for the Discharge Hub Manager on referral activity and flow into, through and out of supported discharge community pathways
• Engage actively with ward staff to reduce discharge delays relating to discharge forms and/or lack of available community care capacity and elevate concerns to the Discharge Hub Manager
• Maintain and promote confidentiality
• Promote and maintain good relationships within the Department and with staff of all discipline throughout the hospitals

Person Specification

• Knowledge of clerical and administrative procedures and systems acquired through Vocational Level 3, or possess the skills, knowledge, training and experience to equivalency.
• RSA/OCR III typing qualification or equivalent skills, knowledge and experience.
• Experience in validation work.
• Knowledge of office practices and administrative procedures.
• Demonstrate a sound knowledge and understanding of confidentiality and data protection.
• Fully conversant with all Microsoft Office software.
• Excellent communication and customer care skills and a good telephone manner.
• Ability to prioritise work and identify urgent requirements, adjusting and re-prioritising as necessary. Diplomacy skills when dealing with patients/relatives who may be aggrieved or irate.
• Use initiative to resolve problems.
• Knowledge and understanding of working with guidelines, policies and procedures.
• Knowledge of the importance of Health & Safety Regulations in the workplace.
• Previous NHS experience.
• Good standard of education.
• Flexible and ability to cover across CTM.
• The ability to speak or learn Welsh to a satisfactory level.
• Ability to work to deadlines.

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.

Cwm Taf Morgannwg University Health Board

£25,313 to £26,999 a year per annum, pro rata