Administrator – Outpatient Administration Centre (OAC) Full Time NEW

University Hospital Southampton NHS Foundation Trust is delighted to offer a fantastic opportunity to work with us.

Please see below for the detailed job description of the role.

This post is only open to internal applicants

Main duties of the job

An exciting opportunity has arisen for 5 Patient Administrator roles.

You will be based in the Outpatient Administration Centre at Southampton General Hospital with the expectation that you will rotate through other areas to meet the needs of the service.

Please see below for detailed job description of the role.

This role is advertised internally and is open to staff employed on a UHS group contract of employment (including subsidiary companies: UEL, WPL, and UPL) AND for those currently working for the Trust via NHSP. This does not extend to those employed through any other agency.

Working for our organisation

University Hospital Southampton is one of England’s largest acute teaching Trusts, offering a wide range of learning and development opportunities to support your career aspirations.

Located on the south coast with an international airport and direct rail links to London, Southampton offers an ideal setting to live and work, with the New Forest, South Downs and Jurassic Coast.

We believe that using technology wisely shows strong time management and commitment to innovation. However, personalizing your recruitment application to highlight your unique skills and experiences is crucial. Relying too heavily on generic, AI-generated content instead of drawing from your own strengths and accomplishments may lead to your application being rejected if multiple candidates present identical or similar information.

At UHS we’re committed to providing a flexible working environment where possible. Whether you are balancing family, study, or your wellbeing with your career, we want to support you so you can help our patients.

At UHS, we proudly champion individuality, recognizing that outstanding care is only possible with a diverse, inclusive team. We’re committed to creating an anti-racist, anti-discriminatory environment where everyone feels valued, safe, and empowered to make a meaningful impact in our communities. We welcome applicants of all backgrounds, identities, and experiences to join us in building a healthcare community where everyone can belong, thrive, and contribute.

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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 administration 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

Able to demonstrate behaviours that meet the Trust Values

Essential criteria

• Patients First
• Always Improving
• Working Together