Senior Support Officer Role (Communication Hub)

Hywel Dda University Health Board; Carmarthen; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading health service provider in Carmarthen seeks a skilled health service administrator to support the Communication Hub. The successful candidate will oversee service onboarding, develop operational processes, and ensure quality improvement within the team. Ideal applicants will have a strong background in health administration, excellent communication skills, and a commitment to fostering collaborative environments. Proficiency in Welsh is desirable.

Qualifications

• Expertise in health service administration and team leadership.
• Knowledge of health board systems.
• Excellent communication skills required.
• Self-motivated and quality improvement minded.
• Welsh language ability is desirable.

Responsibilities

• Support onboarding of new services for the Communication Hub.
• Identify and capture demand baseline for services.
• Develop a relationship of trust and open communication channels.
• Provide operational coordination of the service and its processes.
• Handle confidential and sensitive information.
• Allocate daily responsibilities via management of the service rota.

Skills

Health service administration

Team leadership

Excellent communication skills

Self-motivation

Quality improvement

Job description

Overview

This is a new role within Hywel Dda's growing patient facing single point of contact service; The Communication Hub. The successful applicant will be responsible for supporting the onboarding of new services that the Communication Hub will be supporting and contributing to the shaping of new pathways/processes. This will involve working with the service to identify and capture their demand baseline, developing processes and response scripts, training staff in use of new processes and software, developing a relationship of trust and open communication channels.

The team is seeking an expert in health service administration and team leadership, to provide operational coordination of the service and its processes on a daily basis. It will require somebody who is knowledgeable of health board systems and an excellent communicator, who is self motivated and committed to quality improvement, whilst demonstrating sound personal and organisational values. The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

Hywel Dda University Health Board plans and provides NHS healthcare services for people living in Carmarthenshire, Ceredigion, Pembrokeshire, and bordering counties. We have over 13,000 staff and together we provide primary, community, in-hospital, mental health and learning disabilities services. We work in partnership with the three local authorities, as well as public, private and third sector colleagues, including our valued team of volunteers. Our services are provided in:

• Four main hospitals: Bronglais Hospital in Aberystwyth; Glangwili Hospital in Carmarthen; Prince Philip Hospital in Llanelli; and Withybush Hospital in Haverfordwest
• Five community hospitals: Amman Valley and Llandovery hospitals in Carmarthenshire; Tregaron Hospital in Ceredigion; and Tenby and South Pembrokeshire hospitals in Pembrokeshire
• Two integrated care centres: Aberaeron and Cardigan in Ceredigion, and several other community settings
• 47 general practices (six of which are health board managed practices); dental practices (including four orthodontic); 97 community pharmacies; 43 general ophthalmic practices; and 8 ophthalmic domiciliary providers
• Numerous mental health and learning disabilities services

Responsibilities

• Support onboarding of new services for the Communication Hub and contribute to shaping new pathways and processes
• Identify and capture demand baseline for services; develop processes and response scripts; train staff in use of new processes and software
• Develop a relationship of trust and open communication channels with service partners
• Complete ad hoc audits to monitor compliance and generate improvement activity
• Handle confidential, contentious and sensitive information of a personal nature and observe confidentiality rules and policies
• Allocate daily responsibilities via management of the service rota to ensure all functions are supported to meet demand
• Provide operational coordination of the service and its processes on a daily basis
• Work with health board systems; demonstrate excellent communication, self-motivation and commitment to quality improvement; uphold personal and organisational values

Qualifications

• Expertise in health service administration and team leadership
• Knowledge of health board systems
• Excellent communication skills
• Self-motivated, quality improvement minded
• Welsh language ability is desirable; Welsh and/or English speakers are welcome