Administrator

Job Overview

University Hospital Southampton NHS Foundation Trust is delighted to offer a fantastic opportunity to work with us. Please see below for detailed job description of the role.

Main duties of the job

We have an exciting opportunity to recruit enthusiastic administrators to join the Outpatient Administration Centre (OAC) at University Hospital Southampton (UHS).

The Outpatient Administration Centre (OAC) is at the hub of outpatient administration within the Trust. It is a busy, friendly, interesting and often diverse department where we provide support to the clinical outpatient services based at University Hospital Southampton (UHS) and Royal South Hants (RSH).

We offer fantastic training and development giving you the best possible opportunities to achieve the career you want. Development of our staff is central to the delivery of high quality, safe and effective care. We can offer opportunities to develop within a supportive environment, and our staff survey results reflect our commitment to facilitate your career progression.

Working for our organisation

As one of the largest acute teaching Trusts in England, we offer learning and development opportunities to help you achieve the career you aspire to.

All non-clinical roles may involve a mixture of on site and remote working, Specific details and flexible working options can be discussed as part of the interview process. UHS employees are able to access a range of NHS discounts, are entitled to a minimum of 35 days paid holiday (pro rata), and we offer a generous pension scheme.

Southampton is an attractive place to live and work situated on the south coast, with an international airport and direct trains to London. The New Forest National Park and beaches of the Jurassic coast are also right on our doorstep. The city offers living costs 20% lower than London and 14 schools rated outstanding by Ofsted.

Detailed Job Description And Main Responsibilities

Outpatient Administration Centre staff are hardworking, committed to patient care and often the first point of contact for the patients, they are responsible for:

• Making and receiving over 20,000 calls per month from patients.
• Booking over 650,000 outpatient appointments each year, covering 50 specialties across the Trust.
• Managing clinics, rescheduling appointments, cancelling appointments and filling new clinics.
• Covering reception desks across all of our sites, checking patients in, booking follow up appointments and dealing with queries.
• Preparing patient packs for outpatient clinics.
  
  

You Will

• Provide excellent customer service to patients, relatives/carers and to external agencies.
• Provide a comprehensive administration, booking and appointment service for outpatients and ensure compliance with waiting time targets.
• Work in a centralised Patient Services Centre and provide cross-cover for other staff across the centre to ensure a consistent and effective administration service is maintained at all times.
• Liaise with your line manager to escalate clinic capacity issues.
• Build relationships with stakeholders internally and externally.
  
  

You will need to be someone who is committed to learn and develop. You will need to demonstrate compassion, patience and calmness with good communication skills. Due to the nature of this role a high level of organisation is essential.

We’re Also Looking For You To Demonstrate

• High standards of accuracy with attention to detail.
• Ability to communicate over the telephone and in person.
• Competent IT skills, including a working knowledge of Microsoft Excel.
• The ability to work independently, seeking guidance where necessary.
  
  

You do not need previous admin experience for this role, although previous experience in a professional environment is desirable.

Person specification

Qualifications, Knowledge And Experience

Essential criteria

• Good standard of education with literacy and numeracy skills to GCSE pass level 4-9 or equivalent standard
• NVQ 2 diploma or equivalent experience
• Experience of working in a customer led environment
• Competent in the use of Microsoft Office packages
• Evidence of computer literacy
  
  

Desirable criteria

• Courses/further study attended to demonstrate evidence of personal development
• Proficient in the use of hospital computerised patient systems
• Call handling experience
• Experience of working shifts.
  
  

Skills and competencies

Essential criteria

• Ability to learn and assimilate information quickly
• Admin and clerical skills
• Communication
• Customer service
• General IT skills
• Microsoft Office skills
• Multitasking
• Prioritisation
• Teamwork
• Time management
  
  

Trust Values

Essential criteria

• Patients First
• Always Improving
• Working Together