About this role
Job summary
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.
Main duties of the job
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, andpossible 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.
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); 99 community pharmacies; 43 general ophthalmic practices; and 8 ophthalmic domiciliary providers Numerous mental health and learning disabilities services
Job description Job responsibilities
Applications will beshortlistedbased on 'Qualifications and Knowledge'. 'Experience' and 'Other' criteria will be assessed atboth application form and interview stages.
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 29/09/26
Person Specification
Qualifications and Knowledge Essential
Degree related to Health or Social Care OR a Professional management qualification at level 5, or equivalent experience Ongoing learning and professional development in relevant field i.e. service development, customer service, team management Digitally literate with a comprehensive knowledge of Microsoft office packages including word, excel, power point, outlook and Teams. An understanding of Quality Improvement methodology and ability to use to influence change.
Desirable
Knowledge of Health Board processes and patient pathways Knowledge of project management methodologies
Experience Essential
Experience of working in a healthcare / communication coordination setting Experience of liaising with multidisciplinary teams and external stakeholders Evidence of problem solving Experience of writing reports and using data Experience of working in a busy office environment and dealing with multiple priorities. Experience of teaching/training/coaching/facilitation
Desirable
Experience of reducing barriers to access services
Other Essential
Flexible approach to meet the needs of the service Willingness to learn new skills Ability to travel between sites in a timely manner
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 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).
Employer details Employer name Hywel Dda University Health Board
Address Canolfan Derwen, Hafan Derwen
St David's Park, Jobswell Road
Carmarthen
SA31 3BB
United Kingdom
Employer's website https://hduhb.nhs.wales/ (Opens in a new tab)