Patient Support Officer - INTERNAL

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 abb. vacancyrequests@wales. nhs. ukIf 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Please note that this vacancy may be withdrawn at any time should it be filled via the internal redeployment processJob OverviewPLEASE NOTE THAT WE WILL ONLY ACCEPT APPLICATIONS FROM STAFF CURRENTLY EMPLOYED BY ANEURIN BEVAN UNIVERSITY HEALTH BOARDThe 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 jobAct 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 organisationAneurin 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 KnowledgeEssential criteriaEducated to ‘GCSE’ level A-C or equivalent standard educationNVQ 3 in customer Services or Demonstrable Experience.

IT qualification, ECDL, GCSE in ICT or proven evidence of experienceWelsh Language qualification level 1 or commitment to work towardsDesirable criteriaKnowledge of Clinical Workstation (CWS)/Symphony/WPASWelsh Language level 3 or fluent Welsh speakerEvidence of Continual Professional DevelopmentExperienceEssential criteriaPrevious experience in a customer focused environmentProficient in the use of MS Office suite particularly Word, Excel, E mailExcellent Customer Communication SkillsExcellent listening skillsDesirable criteriaPrevious experience as a front-line call handlerPrevious experience in shift workingPrevious experience in a health environmentKnowledge of medical terminologyKnowledge of telephone systemsKnowledge of receptionist and clerical dutiesSkills and AttributesEssential criteriaGood communication and interpersonal skills both verbal and writtenAbility to prioritise workloads to meet deadlines effectivelyAble to deal with calls from distressed callersExcellent keyboard/computing skillsAbility to work in a high-pressure environment meeting call stats and service delivery targetsTo be able to understand and demonstrate the principles of customer careExcellent analytical skills to enable effective signpostingDesirable criteriaKnowledge of the phonetic alphabetHave experience in mentoring and train staffWelsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in WelshOtherEssential criteriaWorks on own initiative but also ensures an inclusive relationship with the other team membersCan prioritise complex tasks.

Able to work under pressure. Highly self-motivated and enthusiastic. Ability to remain calm in emergency situationsOrganised and methodicalProactive outlook in the resolution of customer issuesFlexible approach to work and working arrangementsAbility to operate in a confidential and professional mannerConscientious with an ability to work with limited/no supervisionMust be able to cover weekends/bank holidays and night shifts in line with service requirement