Job summary
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.
Main duties of the job
o Deal with a range of internal and external enquiries in a professional manner, establishing requirements and adapting the standard responses accordingly.
o Triage new referrals to the Professional Support Unit (PSU) inbox / voicemail, in liaison with the PSU Team.
o Process and books new and follow-up cases / appointments for the PSU within KPIs, and according to Case Manager schedules.
o Register new service users on the PSU Insight Database, book and send out appointments, MS Teams links / books rooms as appropriate.
o Enter and retrieve appropriate information from the PSU Insight Database and other relevant systems.
o Follows service users up and request confirmation on attendance prior to the appointment dates.
o 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.
o Liaise with visiting service users / faculty members / stakeholders.
o Audio typing / typing / preparing letters and secondary referrals following meetings with residents / trainees, including sharing encrypted confidential information.
o Produce documentation, plan and organise meetings, take minutes and makes travel arrangements.
o Provide administration support for educational workshops, appeals and events, produce materials, certificates and process feedback via MS Forms.
About us
Health Education and Improvement Wales (HEIW) is the strategic workforce body for NHS Wales with statutory functions that include education and training, workforce planning, workforce development and transformation, leadership and succession planning, and careers. 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?
Job description
Job 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.
Job description
Job 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
Essential
- NVQ 3 / minimum of 5 GCSEs with minimum C in Maths & English / equivalent
Desirable
- A-levels
- Computer Qualifications
Experience
Essential
- 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
Desirable
- Previous experience of working within healthcare systems
- Experience of working in confidential situations
- Knowledge of NHS database systems such as INTREPID/Oracle systems
Skills
Essential
- 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
Essential
- A willingness to undertake further training and development
- Ability to travel within geographical area
- Able to work hours flexibly
Desirable
- Welsh Speaker (Level 1) or willingness to work towards
Person Specification
Qualifications
Essential
- NVQ 3 / minimum of 5 GCSEs with minimum C in Maths & English / equivalent
Desirable
- A-levels
- Computer Qualifications
Experience
Essential
- 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
Desirable
- Previous experience of working within healthcare systems
- Experience of working in confidential situations
- Knowledge of NHS database systems such as INTREPID/Oracle systems
Skills
Essential
- 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
Essential
- A willingness to undertake further training and development
- Ability to travel within geographical area
- Able to work hours flexibly
Desirable
- Welsh Speaker (Level 1) or willingness to work towards
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
