We encourage applications from all with protected characteristics and from those in the Armed Forces Community. Applicants are invited to apply in Welsh, any application submitted through the medium of Welsh will not be treated less favourably than applications made in English.
Please let us know if you have any particular requirements to enable you to participate in the application and selection process. We will be pleased to discuss any reasonable adjustments OR SUPPORT needed. If you need any documents in a larger font or a different format (such as braille) please either contact the recruiting manager named in the job advert or alternatively contact the Aneurin Bevan University Health Board recruitment team on 01495 745805 option 3 OR EMAIL [email protected]
If you are successful at interview for this post you will receive your conditional offer of appointment and information pack via email.
We reserve the right to close this vacancy at any time. Therefore we encourage early applications to ensure consideration for this post. If you are short listed for this post, you will be contacted via your email account you used to apply for this post, therefore please check your account regularly.
Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
Aneurin Bevan University Health Board support flexible working.
The salary scale above has been agreed as part of the NHS Agenda for Change pay award for 2025/2026 and will be implemented in August 2025 with arrears backdated to 1st April 2025 where applicable.
Please note that this vacancy may be withdrawn at any time should it be filled via the internal redeployment process
Job Overview
PLEASE NOTE THAT WE WILL ONLY ACCEPT APPLICATIONS FROM STAFF CURRENTLY EMPLOYED BY ANEURIN BEVAN UNIVERSITY HEALTH BOARD
The Patient Support Officer (Band 3) serves as the first point of contact for the Patient Advice and Liaison Service within Aneurin Bevan University Health Board, providing compassionate, efficient, and proactive support to patients, families, carers, and staff. The role involves resolving enquiries, offering non-clinical advice, facilitating communication between service users and clinical teams, and promoting inclusion and dignity. It requires strong communication, IT, and problem-solving skills, with the ability to work under pressure, handle sensitive situations, and maintain confidentiality, all while contributing to continuous service improvement and patient experience.
Main duties of the job
- Act as the first point of contact for patients, families, carers, and staff.
- Provide early, practical support and resolve concerns or queries efficiently.
- Facilitate communication between service users and clinical teams.
- Offer non-clinical advice and signposting to appropriate services.
- Maintain accurate records using systems like Datix, CWS, WPAS, and Symphony.
- Handle sensitive situations with empathy, discretion, and professionalism.
- Promote inclusion, equality in service delivery.
- Support service development and participate in training and continuous improvement.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Working for our organisation
Aneurin Bevan University Health Board is a multi-award-winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your specialty or stage in your career, we have opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.
We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in-house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work life balance, provide occupational health support and an ambitious plan for a Wellbeing Centre of Excellence to support you at work.
Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high quality hospital care when needed. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.
Qualification and Knowledge
Essential criteria
- Educated to ‘GCSE’ level A-C or equivalent standard education
- NVQ 3 in customer Services or Demonstrable Experience.
- IT qualification, ECDL, GCSE in ICT or proven evidence of experience
- Welsh Language qualification level 1 or commitment to work towards
Desirable criteria
- Knowledge of Clinical Workstation (CWS)/Symphony/WPAS
- Welsh Language level 3 or fluent Welsh speaker
- Evidence of Continual Professional Development
Experience
Essential criteria
- Previous experience in a customer focused environment
- Proficient in the use of MS Office suite particularly Word, Excel, E mail
- Excellent Customer Communication Skills
- Excellent listening skills
Desirable criteria
- Previous experience as a front-line call handler
- Previous experience in shift working
- Previous experience in a health environment
- Knowledge of medical terminology
- Knowledge of telephone systems
- Knowledge of receptionist and clerical duties
Skills and Attributes
Essential criteria
- Good communication and interpersonal skills both verbal and written
- Ability to prioritise workloads to meet deadlines effectively
- Able to deal with calls from distressed callers
- Excellent keyboard/computing skills
- Ability to work in a high-pressure environment meeting call stats and service delivery targets
- To be able to understand and demonstrate the principles of customer care
- Excellent analytical skills to enable effective signposting
Desirable criteria
- Knowledge of the phonetic alphabet
- Have experience in mentoring and train staff
- Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh
Other
Essential criteria
- Works on own initiative but also ensures an inclusive relationship with the other team members
- Can prioritise complex tasks.
- Able to work under pressure.
- Highly self-motivated and enthusiastic.
- Ability to remain calm in emergency situations
- Organised and methodical
- Proactive outlook in the resolution of customer issues
- Flexible approach to work and working arrangements
- Ability to operate in a confidential and professional manner
- Conscientious with an ability to work with limited/no supervision
- Must be able to cover weekends/bank holidays and night shifts in line with service requirement
