Primary Care Coordinator in Tywyn

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. 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:

• 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.
• Ensure that documentation exists to support performance standards, including manipulating complex data and information required for the Quality and Outcomes Framework and General Medical Services (GMS) Enhanced Services.
• Prepare and monitor Clinical appointment diaries, reviewing the demand and capacity on a daily basis to ensure service needs are met.
• Deal with GP/Nurse tasks, arranging appointments, contacting patients, and liaising with wider NHS colleagues in partner organisations.
• 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.
• Establish and maintain filing and administrative systems so that written or digital information is easily accessible and stored securely.
• 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.

Working for our organisation:

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. Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.

Person specification:

Qualifications:

• Essential criteria: Good Standard of Education, NVQ Level 4 in Admin or equivalent.
• Desirable criteria: ECDL, Audio Typing.

Experience:

• Essential criteria: Previous experience within an NHS environment, Previous experience with Customer/Patient Complaints at all levels.
• Desirable criteria: Previous experience working within a busy office.

Skills:

• Essential criteria: Excellent Organisational Skills, Effective Communication skills, both written and verbal, Ability to prioritise and meet deadlines.
• Desirable criteria: Supervisory Skills.

Personal Qualities:

• Essential Criteria: Ability to work in a team/work unsupervised, Ability to cope with complex/distressing situation in person and on the telephone.
• Desirable criteria: Flexibility in meeting service needs.