Primary Care Coordinator

Betsi Cadwaladr University Health Board; Tywyn; On-site; GBP 23,000 - 28,000; Full time

Job summary

Betsi Cadwaladr University Health Board is seeking a senior administrative professional to support the Practice Clinical and Management teams in North Wales. The role includes managing complaints, diary coordination, and coordinating multi-disciplinary meetings.

The post requires excellent organisational and communication skills, with the ability to work with limited supervision. Welsh language ability is desirable but not essential.

Qualifications

• Excellent organisational skills and communication abilities are essential.
• Experience in NHS environments and handling patient or customer complaints is desirable.
• Proven ability to manage diaries, prepare agendas, take minutes, and maintain filing systems.

Responsibilities

• Manage complaints, ensuring timely investigation and resolution.
• Provide senior administrative support to Practice Clinical and Management teams.
• Prepare and monitor clinical appointment diaries and monitor demand and capacity.
• Convene practice and multi-disciplinary meetings; prepare agendas and minutes.

Skills

Excellent organisational skills

Effective communication

Prioritisation and deadlines

Teamwork/unsupervised work

Supervisory skills

Education

NVQ Level 4 in Admin or equivalent

Good standard of education

Tools

EMIS system

Job description

Job Overview

The post holder will provide efficient and comprehensive senior administrative support to the Practice Clinical and Management team. The post holder will be responsible for overseeing the provision of the managed practice administration requirements for the Practice and Complaints team.

Job Overview

The post holder will provide efficient and comprehensive senior administrative support to the Practice Clinical and Management team. The post holder will be responsible for overseeing the provision of the managed practice administration requirements for the Practice and Complaints team. The post holder will work with a degree of autonomy as the post contains a range of duties frequently undertaken at the post holder’s own initiative with limited supervision. This requires excellent judgement, organisational ability, communication skills, and the ability to cope with working to tight and multiple deadlines. Additionally, the post holder will be responsible for handling and resolving complaints, ensuring that all issues are addressed promptly and effectively. 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

• Manage complaints, ensuring they are logged, investigated, and resolved in a timely and effective manner, and that feedback is provided to all relevant parties.
• Handle difficult situations with patients, carers, and staff, such as complaints, which require tact and empathy.
• Ensure that documentation exists to support performance standards, including manipulating complex data and information required for the Quality and Outcomes Framework and General Medical Services (GMS) Enhanced Services.
• Prepare and monitor Clinical appointment diaries, reviewing the demand and capacity on a daily basis to ensure service needs are met.
• Deal with GP/Nurse tasks, arranging appointments, contacting patients, and liaising with wider NHS colleagues in partner organisations.
• Convene practice and multi-disciplinary meetings, including the preparation of agendas and production of minutes, ensuring any actions are dealt with within the agreed timeframes.
• Establish and maintain filing and administrative systems so that written or digital information is easily accessible and stored securely.
• Run searches and reports within the EMIS system to support the call and recall of chronic disease patients.
• Assist with the gathering of statistics and information when required.
• Perform other senior administration and clerical duties as required by the Practice Managers.

Working for our organisation

If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales. Join our team and get the support you need, in line with our Organisational Values and ‘Proud to Lead’ competence framework.

Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the “Disability Confident Employer” scheme.

Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.

Person specification

Qualifications

Essential criteria

• Good Standard of Education
• NVQ Level 4 in Admin or equivalent

Desirable criteria

• ECDL
• Audio Typing

Experience

Essential criteria

• Previous experience within an NHS environment
• Previous experience with Customer/Patient Complaints at all levels

Desirable criteria

• Previous experience working within a busy office

Skills

Essential criteria

• Excellent Organisational Skills
• Effective Communication skills, both written and verbal.
• Ability to prioritise and meet deadlines

Desirable criteria

• Supervisory Skills

Personal Qualities

Essential Criteria

• Ability to work in a team/work unsupervised
• Ability to cope with complex/distressing situation in person and on the telephone

Desirable criteria

• Flexibility in meeting service needs