Specialist Support Officer (Communication Hub)

Job description

Job summary

This is a new role within Hywel Dda's growing patient facing, single point of contact service; The Communication Hub.

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 .

There are two new Specialist Support Officer posts, each with a focus on either waiting list and cancellation queries, or on general patient support queries.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

Main duties of the job

The successful applicant will be responsible for providing administrative oversight within the Communication Hub; supporting and contributing to the shaping of new pathways/processes within their specialist area.

Providing assurance that daily operational tasks are balanced with fluctuating demand. Communicating effectively with patients to resolve complex queries and with managers to escalate any complex queries or process concerns.

Other tasks will include:

Responsibility for managing, triaging and responding to patient queries on a daily basis to ensure all service functions are supported tomeet demand.

Completing adhoc audits to monitor compliance and generate improvement activity.

Handling confidential, contentious and sensitive information of a personal nature and observe and comply with specific and implied confidentiality rules and policies.

About us

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

Job description

Job responsibilities

You will be able to find a full job description and person specification attached within the supporting documents.

The Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences. In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.

The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these minimal desirable requirements during the course of your employment with us.

Interviews will be held on 30/09/2026

Job description
Job responsibilities

You will be able to find a full job description and person specification attached within the supporting documents.

The Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences. In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.

The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these minimal desirable requirements during the course of your employment with us.

Interviews will be held on 30/09/2026

Person Specification

Qualification and Knowledge

Essential

• Good standard of education (5 GCSE's at A-C including Maths and English)
• Level 3 qualification or equivalent experience in relevant area (e.g. Health and social care/ business management/ team leadership/ administration)
• IT literate with a comprehensive knowledge of Microsoft office, packages including Word, Excel, Power point, Outlook and Teams.
• An understanding of Quality Improvement methodology and understanding process.

Desirable

• Knowledge of NHS and how it works
• Knowledge of HB and its development

Experience

Essential

• Experience of working in and co-ordinating a team
• Experience of development and setting up spreadsheets and managing multiple databases
• Experience of working in a busy office environment and dealing with multiple priorities.
• Evidence of problem solving
• NHS experience and knowledge of medical terminology
• Experience of call handling

Desirable

• Experience of working in a changing environment
• Experience of passing on knowledge to others through designing and delivering training

Other

Essential

• Ability to travel between sites in a timely manner
• Flexible to the needs of the service

Desirable

• Welsh Speaker (Level 1)

Person Specification
Qualification and Knowledge

Essential

• Good standard of education (5 GCSE's at A-C including Maths and English)
• Level 3 qualification or equivalent experience in relevant area (e.g. Health and social care/ business management/ team leadership/ administration)
• IT literate with a comprehensive knowledge of Microsoft office, packages including Word, Excel, Power point, Outlook and Teams.
• An understanding of Quality Improvement methodology and understanding process.

Desirable

• Knowledge of NHS and how it works
• Knowledge of HB and its development

Experience

Essential

• Experience of working in and co-ordinating a team
• Experience of development and setting up spreadsheets and managing multiple databases
• Experience of working in a busy office environment and dealing with multiple priorities.
• Evidence of problem solving
• NHS experience and knowledge of medical terminology
• Experience of call handling

Desirable

• Experience of working in a changing environment
• Experience of passing on knowledge to others through designing and delivering training

Other

Essential

• Ability to travel between sites in a timely manner
• Flexible to the needs of the service

Desirable

• Welsh Speaker (Level 1)

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.
Certificate of Sponsorship

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 .

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. .

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.
Certificate of Sponsorship

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 .

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. .

Employer details

Employer name

Hywel Dda University Health Board
Address

Canolfan Derwen, Hafen Derwen

St David's Park, Jobswell Road

Carmarthen

SA31 3BB

United Kingdom

Employer's website