Senior Practice Administrator

Betsi Cadwaladr University Health Board; Colwyn Bay; On-site; GBP 25,000 - 35,000; Full time

Job summary

Betsi Cadwaladr University Health Board in North Wales is seeking an experienced senior administrative professional to provide efficient support to the Practice Clinical and Management team. This post requires Welsh language ability.

You will oversee the managed practice administration for the Practice and Complaints team, working autonomously with limited supervision, and you will manage reception and administration staffing, diaries, meetings, and EMIS reporting to ensure service continuity

Qualifications

• Welsh language ability is essential.
• NVQ Level 4 in Admin or equivalent.
• Previous NHS experience.
• Experience handling customer/patient complaints at all levels.

Responsibilities

• Manage complaints, ensuring they are logged, investigated, and resolved promptly.
• Handle difficult situations with patients, carers, and staff with tact and empathy.
• Oversee operational management of the Reception and Administration Team, including staff supervision and rotas.
• Prepare and monitor clinical appointment diaries to meet service demand.
• Convene practice and multi-disciplinary meetings and produce minutes.
• Run EMIS searches to support call and recall of chronic disease patients.
• Assist with gathering statistics and information as required.
• Perform other senior administrative and clerical duties as required by Practice Managers.

Skills

Excellent organisational skills

Effective communication

Prioritisation & meeting deadlines

Teamwork / independent worker

Education

NVQ Level 4 in Admin or equivalent

Job description

Job Overview

The ability to speak Welsh is essential for this post.

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.

Main duties of the job

Key Responsibilities:

• 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.
• Responsible for the operational management of the Reception and Administration Team, including staff supervision, recruitment, training, performance management, and the preparation and maintenance of rotas to ensure adequate staffing levels and service continuity.
• Prepare and monitor Clinical appointment diaries, reviewing the demand and capacity on a daily basis to ensure service needs are met.
• 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.
• 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.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

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

Detailed Job Description And Main Responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents.

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