Service Coordinator

Hywel Dda University Health Board; Carmarthen; Hybrid; GBP 26,000 - 34,000; Full time

Job summary

Hywel Dda University Health Board is seeking a Service Coordinator for Waiting List and Cancellations to join the Communication Hub. The role is hybrid with three days on-site at Hafan Derwen and two days remote, working 9:00am–5:00pm, Monday to Friday.

You will develop and deliver infrastructure to manage escalated queries, lead operational delivery, and coordinate with health colleagues to ensure timely, accurate information and continuity of care for patients.

Qualifications

• Expert in health service administration and patient communication.
• Strong leadership and team-working skills.
• Knowledge of health board systems and procedures; excellent communicator.

Responsibilities

• Develop and deliver process infrastructure to manage escalated queries.
• Lead on operational delivery for the service.
• Liaise with health colleagues and partner organisations; ensure continuity of care.

Skills

Health administration

Patient communication

Team leadership

Quality improvement

Tools

Databases

Health board systems

Job description

Due to the continued growth of The Communication Hub, Hywel Dda University Health Board is seeking to recruit an enthusiastic individual to join our patient-facing Single Point of Contact service. This is an exciting opportunity to contribute to a team dedicated to improving access and communication for patients across the Health Board.

The position is based on a Monday to Friday, 9:00am to 5:00pm working pattern, with a hybrid arrangement of three days per week at Hafan Derwen and two days working from home.

The post holder will be Service Coordinator for Waiting List and Cancellations. A key function within the Communication Hub providing patients with accurate and safe information.

The team is seeking an expert in health service administration, patient communication and team leadership. 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.

The successful applicant will be responsible for developing and delivering a process infrastructure to manage escalated complex queries or process concerns. They will lead on all aspects of operational delivery for the identified service.

The role will include liaising and communicating information verbally and via technical links with health colleagues and partner organisations; to ensure continuity of care for those accessing the service. They will identify and coordinate centralised resources and provide high quality, timely and accurate information and support.

Other Tasks Will Include

Providing support to individuals who contact the Communication Hub, including those expressing concerns, emotional distress, and possible deterioration in their health condition; ensuring all responses to queries are in line with current local and national guidance.

Utilise the relevant databases, ensuring queries are correctly inputted and allocated.

Identify appropriate changes to be made to database systems when necessary.

Establish and maintain effective relationships with the Communication Hub and all teams who are accommodated within it.

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); 99 community pharmacies; 43 general ophthalmic practices; and 8 ophthalmic domiciliary providers
• Numerous mental health and learning disabilities services

For further details / informal visits contact: Name: Rosie Frewin Job title: Senior Service Manager Email address: [e-mail] Telephone number: 01267 283210