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Apprentice Patient Services Centre Administrator

Band 2

Main area
Patient Services Centre
Band 2
Fixed term - apprentice 12-18 months
Full time: 37.5 hours per week
Job ref
Southampton General Hospital
£17,050 Annex 21/per annum
Salary period
28/08/2020 23:59
Interview date

We are looking to recruit enthusiastic apprentice Administrators to join the Patient Services Centre at University Hospital Southampton NHS Foundation Trust (UHS).

The Patient Services Centre 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).


Patient Services Centre (PSC) 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 the eReferral booking process and Referral to Treatment (RTT) pathway.

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.

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.


During your apprenticeship, you will cover subjects including:

  • Knowing your customer and the importance of customer experience relevant to the role
  • Development of interpersonal skills and communication
  • Personal organisation and developing self
  • Team working

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 time off the job training which may be on site or at a local college.

UHS employees are able to access a huge range of NHS discounts, are entitled to a minimum of 35 days paid holiday (pro rata) on appointment, can access on-site nursery facilities (subject to availability), and we offer a generous pension scheme.


UHS is rated ‘Good’ by the CQC and in the latest national NHS Staff Survey, we were in the top 10 acute trusts for staff engagement and for staff recommending the hospital as a place to work or receive care. 

Southampton is an attractive place to live and work situated on the south coast, with an international airport and only an hour on the train from central London. The New Forest National Park and the beaches of the Jurassic coast are also right on our doorstep. The city offers living costs 20% lower than those in London, 13 schools rated outstanding by Ofsted and 13 nearby green spaces to enjoy.


Interviews will be held on Wednesday, 16 September 2020.

To provide the best service to our patients, the Patient Services Centre is open Monday to Friday 8am until 8pm and Saturdays 8.30am until 4.30pm, and you would be expected to cover a variety of shifts.


Apprenticeships logoNo smoking policyDisability confident employerCare quality commission - Good

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 (Exceptions Order) 1975 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.

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Apply online now

Further details / informal visits contact

Georgette Wade
Job title
Workforce & Training Lead Manager
Email address
Telephone number
023 81 208755

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