Job summary
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 2 enthusiastic apprentice 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.
As part of this role, we will work with you to develop in the role while undertaking a Customer Services Practitioner Level 2 apprenticeship. During your apprenticeship, you will cover subjects including:
o Knowing your customer and the importance of customer experience relevant to the roleo Development of interpersonal skills and communicationo Personal organisation and developing selfo Team working
About us
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.
Specific to this role is the suitability for agile working which is a mixture of on-site and remote working. In addition, we are open to discussing flexibility in the hours that you work. Please talk to us at interview about the flexibility you need, and we will explore what's possible for the role and service.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.
Date posted
24 December 2024
Pay scheme
Agenda for change
Band
Band 2
Salary
Depending on experience £23,615 Per Annum (Pro Rata)
Contract
Fixed term
Duration
12 months
Working pattern
Full-time, Part-time
Reference number
188-AC191224
Job locations
Southampton General Hospital
Tremona Road
Southampton
SO16 6YD
Job description
Job 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.
As well as working towards your apprenticeship qualification, you will help to manage outpatient booking and reception functions.
You will also:
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.
Were 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.
To be eligible for this role you will need GCSE Grade 4-9 in English and Maths (or equivalent) and be committed to your own personal growth, development and study. You will be given paid off the job training which may be on site or a local college.
Job description
Job 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.
As well as working towards your apprenticeship qualification, you will help to manage outpatient booking and reception functions.
You will also:
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.
Were 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.
To be eligible for this role you will need GCSE Grade 4-9 in English and Maths (or equivalent) and be committed to your own personal growth, development and study. You will be given paid off the job training which may be on site or a local college.
Person Specification
Qualifications, Knowledge & Experience
Essential
- Good standard of education with literacy and numeracy skills to GCSE pass level 4-9
- 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
- Courses/further study attended to demonstrate evidence of personal development
- Proficient in the use of hospital computerised patient systems
- Experience of working shifts
- Call handling experience
Skills & Competencies
Essential
- Ability to learn and assimilate information quickly
- Admin and clerical skills
- Communication
- Customer service
- General IT / Microsoft Office skills
- Multitasking
- Prioritisation
- Teamwork
- Time management
Values & Behaviours
Essential
- Patients First
- Always Improving
- Working Together
Person Specification
Qualifications, Knowledge & Experience
Essential
- Good standard of education with literacy and numeracy skills to GCSE pass level 4-9
- 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
- Courses/further study attended to demonstrate evidence of personal development
- Proficient in the use of hospital computerised patient systems
- Experience of working shifts
- Call handling experience
Skills & Competencies
Essential
- Ability to learn and assimilate information quickly
- Admin and clerical skills
- Communication
- Customer service
- General IT / Microsoft Office skills
- Multitasking
- Prioritisation
- Teamwork
- Time management
Values & Behaviours
Essential
- Patients First
- Always Improving
- Working Together
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
University Hospital Southampton NHS Trust
Address
Southampton General Hospital
Tremona Road
Southampton
SO16 6YD
Employer's website
https://www.uhs.nhs.uk/home.aspx (Opens in a new tab)
Employer details
Employer name
University Hospital Southampton NHS Trust
Address
Southampton General Hospital
Tremona Road
Southampton
SO16 6YD
Employer's website
https://www.uhs.nhs.uk/home.aspx (Opens in a new tab)
