Administration Support Officer - Professional Support Unit

Job overview

Provide an administrative support to the Professional Support Unit. The post holder’s key duties will be: dealing with first line enquiries from service users (doctors, dentists and pharmacists in training) and the faculty; providing support and guidance, engaging and completing a range of tasks e.g. coordinating appointments; general administration and maintenance of records; to meet operational and customer service requirements of the Professional Support Unit.

• Deal with a range of internal and external enquiries in a professional manner, establishing requirements and adapting the standard responses accordingly.
• Triage new referrals to the Professional Support Unit (PSU) inbox / voicemail, in liaison with the PSU Team.
• Process and books new and follow-up cases / appointments for the PSU within KPIs, and according to Case Manager schedules.
• Register new service users on the PSU Insight Database, book and send out appointments, MS Teams links / books rooms as appropriate.
• Enter and retrieve appropriate information from the PSU Insight Database and other relevant systems.
• Follows service users up and request confirmation on attendance prior to the appointment dates.
• Exchanges information (within GDPR requirements) with relevant service users or faculty on appointment bookings, which may sometimes involve service users who are upset or anxious.
• Liaise with visiting service users / faculty members / stakeholders.
• Audio typing / typing / preparing letters and secondary referrals following meetings with residents / trainees, including sharing encrypted confidential information.
• Produce documentation, plan and organise meetings, take minutes and makes travel arrangements.
• Provide administration support for educational workshops, appeals and events, produce materials, certificates and process feedback via MS Forms.

Working for our organisation

Our purpose is to develop a workforce that delivers excellent care to patients/service users and excellent population health. We are a Special Health Authority working closely with our partners; Social Care Wales, education providers, professional and regulatory bodies and Welsh Government.

HEIW’s is committed to developing an internal culture of choice. Our Values reflect our thoughts, feelings and beliefs in how we will, and will not, behave and treat others:

• Respect for All in every contact we have with others,
• Ideas that Improve: Harnessing creativity and continuously innovating, evaluating and improving,
• Together as a Team: Working with colleagues across NHS Wales and with partner organisations.

HEIW received the HPMA Award for Employee Engagement in 2019.

What you can expect:

• a corporate induction and 90 day Welcome itinerary,
• compassionate leadership,
• a meaningful values based performance appraisal process,
• the opportunity to impact upon health and social care services and the lives and wellbeing of the people of Wales.

Many of our colleagues and stakeholders have commented on the buzz and atmosphere we create by working together as “One HEIW Team”. Do you want to join that team?

Detailed job description and main responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.

Person specification

Qualifications

• NVQ 3 / minimum of 5 GCSEs with minimum C in Maths & English / equivalent

• A-levels
• Computer Qualifications

Experience

• Experience of working in administrative / office environment
• Experience in using a variety of IT packages (e.g., MS Office)
• Experience in working with the general public either face-to-face or over the telephone
• Proven ability to plan, prioritise and organise own workload within established time scales

• Previous experience of working within healthcare systems
• Experience of working in confidential situations
• Knowledge of NHS database systems such as INTREPID/Oracle systems

Skills

• Work as an effective team member, providing advice and guidance to other team members where necessary
• Communicate effectively and professionally with a wide range of people
• Ability to work as part of a team - providing advice and guidance to colleagues
• Work to defined policies and be confident to propose changes to enhance procedures in own working area
• Deal with escalated requests for information or service, resolving customer issues where appropriate
• Manage own workload
• Use initiative in solving problems and responding to queries ensuring compliance with standard procedures and practices
• Demonstrate tact and diplomacy when working with others

Other

• A willingness to undertake further training and development
• Ability to travel within geographical area
• Able to work hours flexibly

• Welsh Speaker (Level 1) or willingness to work towards

Please be advised that there is a temporary top up for Bands 2 and 3 to reflect the incorporation of the top up to the living wage of £12.60 per hour - £24,638 per annum.

This temporary top up will be in place until the annual pay uplift for 2025/26 is confirmed

It is essential that your application demonstrates how you meet the job description / person specification for this post.

Please note that HEIW does not currently hold a licence to appoint skilled workers from overseas by sponsoring them to work in the UK. If successful, candidates from outside of the UK or ROI would be responsible for obtaining their own sponsorship or visa to enable them to work for HEIW - Work in the UK.