Job overview

The post holder will provide a comprehensive and high quality secretarial and administrative support to the Consultants, Nurses and other professionals within the Ear Nose and Throat department in the Planned Care Directorate.  

The post holder will also be expected to liaise in a professional manner with colleagues, visitors and patients and undertake a wide spectrum of administrative and secretarial duties.  

The post holder will be expected to manage and prioritise their own workload using experience and initiative.

Welsh Skills Desirable: This post is advertised as Welsh Desirable. This means Speaking & Listening at Level 3 (equivalent to CEFR B2). We don’t need fluency. Level 3 means basic conversations with patients about their everyday health. For more information, see the ‘Croeso Candidate’ booklet below.

Main duties of the job

•      Play a supportive role with the running of the medical team.  

•      Anticipate problems on any urgent issues recognised within the department and take necessary action to solve these problems using their own initiative.

•      Act as point of contact for any enquiries for consultants, nurses, medical staff and senior nursing staff.  

•      Liaise effectively and professionally with staff of all levels, patients and other agencies, with tact and diplomacy, ensuring that all calls/messages are actioned accordingly.

•      Receive, open and post all departmental mail.  

•      Carry out any necessary tasks generated by such mail, e.g. draw to the attention of consultant/nurse, telephone the writer etc. adhering at all times to the rules around data protection and confidentiality.

•      Deal sensitively with patients/relatives/members of the public presenting in the department or on the telephone with a query or concern. 

•      Have the ability to defuse informal complaints and know the procedure of referring the patient in the right direction. 

•      Depending on the enquiry, reassure patients, seek advice and always record the time, date and nature of the call.  

•      Provide general non-clinical advice.

•      Liaise effectively with other internal departments e.g. wards, medical records and radiology. 

Working for our organisation

Cwm Taf Morgannwg University Health Board is part of the NHS Wales family.  Our Health Board provides primary, secondary and community health and wellbeing services to around 450,000 people living in three County Boroughs: Bridgend Merthyr Tydfil, and Rhondda Cynon Taf.

We live by our core values:

• We listen, learn and improve
• We treat everyone with respect
• We all work together as one team

We are a proud local employer; around 80% of our 15000 workforce live within our region, making our staff not only our lifeblood of our organisation but of the diverse communities that we serve.