About this role
Job summary
The ability to speak Welsh is essential for this post
The post holder will provide efficient and comprehensive senior administrative support to the Practice Clinical and Management team. The post holder will be responsible for overseeing the provision of the managed practice administration requirements for the Practice and Complaints team.
The post holder will work with a degree of autonomy as the post contains a range of duties frequently undertaken at the post holder's own initiative with limited supervision. This requires excellent judgement, organisational ability, communication skills, and the ability to cope with working to tight and multiple deadlines. Additionally, the post holder will be responsible for handling and resolving complaints, ensuring that all issues are addressed promptly and effectively.
Main duties of the job
Key Responsibilities:
Manage complaints, ensuring they are logged, investigated, and resolved in a timely and effective manner, and that feedback is provided to all relevant parties. Handle difficult situations with patients, carers, and staff, such as complaints, which require tact and empathy. Responsible for the operational management of the Reception and Administration Team, including staff supervision, recruitment, training, performance management, and the preparation and maintenance of rotas to ensure adequate staffing levels and service continuity. Prepare and monitor Clinical appointment diaries, reviewing the demand and capacity on a daily basis to ensure service needs are met. Convene practice and multi-disciplinary meetings, including the preparation of agendas and production of minutes, ensuring any actions are dealt with within the agreed timeframes. Run searches and reports within the EMIS system to support the call and recall of chronic disease patients. Assist with the gathering of statistics and information when required. Perform other senior administration and clerical duties as required by the Practice Managers.
About us
If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales . Join our team and get the support you need, in line with our Organisational Values and 'Proud to Lead' competence framework.
Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the "Disability Confident Employer" scheme.
Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.
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
Good Standard of Education NVQ Level 4 in Admin or equivalent
Desirable
ECDL Audio Typing
Experience Essential
Previous experience within an NHS environment Previous experience with Customer/Patient Complaints at all levels
Desirable
Previous experience working within a busy office
Skills Essential
Excellent Organisational Skills Effective Communication skills, both written and verbal. Ability to prioritise and meet deadlines
Desirable
Supervisory Skills
Personal Qualities Essential
Ability to work in a team/work unsupervised Ability to cope with complex/distressing situation in person and on the telephone
Desirable
Flexibility in meeting service needs
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).
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).
Employer details Employer name Betsi Cadwaladr University Health Board
Address West End Medical Centre
Conway Road
Colwyn Bay
LL29 7LS
United Kingdom
Employer's website https://bcuhb.nhs.wales/train-work-live/ (Opens in a new tab)