Job summary
- Main area
- Administrative & Clerical
- Grade
- Annex 21 - Band 2
- Contract
- Fixed term: 12 months (apprenticeship)
- Hours
- Full time
- Part time
- Job ref
- 188-AC191224
- Employer
- University Hospital Southampton NHS Foundation Trust
- Employer type
- NHS
- Site
- Southampton General Hospital
- Town
- Southampton
- Salary
- £23,615 Per Annum (Pro Rata)
- Closing
- 14/01/2025 23:59
- Interview date
- 24/01/2025
Employer heading
Outpatient Administration Centre - Apprenticeship - Customer Service
Annex 21 - Band 2
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 Ìýto recruit Ìý2 enthusiastic apprentice administrators to join the Outpatient Administration Centre (OAC) at University Hospital Southampton (UHS).Ìý
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).Ìý
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.Ìý
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:Ìý
• Ìý ÌýKnowing your customer and the importance of customer experience relevant to the role
• Ìý ÌýDevelopment of interpersonal skills and communication
• Ìý ÌýPersonal organisation and developing self
• Ìý ÌýTeam working
Ìý
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.Ìý
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.ÌýUHS 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:
• Ìý ÌýMaking and receiving over 20,000 calls per month from patients. Ìý
• Ìý ÌýBooking over 650,000 outpatient appointments each year, covering 50 specialties across the Trust.
• Ìý ÌýManaging clinics, rescheduling appointments, cancelling appointments and filling new clinics.
• Ìý ÌýCovering reception desks across all of our sites, checking patients in, booking follow up appointments and dealing with queries.Ìý
• Ìý ÌýPreparing 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:
• Ìý ÌýProvide excellent customer service to patients, relatives/carers and to external agencies.
• Ìý ÌýProvide a comprehensive administration, booking and appointment service for outpatients and ensure compliance with waiting time targets.
• Ìý ÌýWork 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.
• Ìý ÌýLiaise with your line manager to escalate clinic capacity issues.Ìý
• Ìý ÌýBuild 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.Ìý
We’re also looking for you to demonstrate:
• Ìý ÌýHigh standards of accuracy with attention to detail.
• Ìý ÌýAbility to communicate over the telephone and in person.
• Ìý ÌýCompetent IT skills, including a working knowledge of Microsoft Excel.Ìý
• Ìý ÌýThe 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 criteria
- 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 criteria
- 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 criteria
- 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 criteria
- Patients First
- Always Improving
- Working Together
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Darren Holmes
- Job title
- Deputy Operations Manager
- Email address
- [email protected]
List jobs with University Hospital Southampton NHS Foundation Trust in Administrative Services or all sectors