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Team Leader

Band 4

Main area
Patient Services Centre
Band 4
Full time: 37.5 hours per week
Job ref
Southampton General Hospital
£21,892 - £24,157 per annum
Salary period
19/01/2021 23:59
Interview date

An exciting opportunity has arisen for a Team Leader post for our 2 week wait/ fast track referral team within the Patient Services Centre based at Southampton General Hospital.  The role will require you to be responsible for assigning daily tasks to your team of Patient Services Centre Administrators, working within the 2 week wait deadline for patients to be seen.

The team deal with patients that have been referred into the hospital and require to be seen by a medical professional within 7 – 14 days; all patients that call our teams need to be dealt with in a caring and respectful way. This could be a particularly difficult time for patients and their families calling the 2 week wait team so you will need to be empathetic when dealing with any issues escalated by your team.

We are looking for a pro-active individual to work in this fast paced environment, who is able to be reactive to urgent requests from our stakeholders and work to extremely tight deadlines.

You will need to communicate effectively with care groups to make them aware of any capacity issues or breaching patients, attend weekly meetings and follow the escalation route if necessary. This will involve close attention to detail and the ability to assimilate information quickly.


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 around 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 Team Leader you will work closely with the PSC Management team and the Care Group to maintain good working relationships.

  • You will head up a booking/prep team consisting of a Deputy Team Leader and PSC Administrators.
  • You will provide excellent customer service to patients, relatives; carers and internal/external stakeholders ensuring high standards are upheld across the centre.
  • You will work in a centralised Patient Services Centre to ensure a consistent and effective administration service is maintained at all times.


You will be a well organised individual with excellent communication skills and someone who can work flexibly to accommodate the needs of the service. You will need to demonstrate the ability to prioritise and work to deadlines in a fast paced environment.

We’re also looking for you to demonstrate:

  • Proven experience in managing conflicting priorities and working to strict deadlines.
  • A friendly and approachable manner with the ability to be polite, sympathetic, patient and diplomatic.
  • Experience and understanding of spreadsheets and reporting because you will be expected to produce regular reports and updates for your line manager.
  • Knowledge of RTT and cancer patient pathways.


As one of the largest acute teaching Trust’s in England, we can offer learning and development opportunities to help you achieve the career you aspire to. We believe you deserve the best possible surroundings in which to do your job and we want to support you in doing your job to the best of your ability.

As a Trust, we support flexible working and will consider requests taking into account the needs of the service. You’ll have an opportunity to discuss this at interview. Our LiveWell and inspire programme offers opportunities, support and advice, including smoking cessation services, exercise and activity classes, and support for mental health.

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, 10 February 2021.


If you’re interested in applying for this role, we’d encourage you to get in touch using the contact information at the bottom of this advert with any questions or if you would like to arrange an informal visit. Alternatively, if you’re ready to apply, please follow the link below to complete an application.

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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Further details / informal visits contact

Sandy McCarthy
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