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Outpatient Coordinator

Band 3

Main area
Patient Services Centre
Band 3
Fixed term: 6 months (maternity leave cover with a view to extension)
Full time - 37.5 hours per week
Job ref
Southampton General Hospital
£20,330 - £21,777 per annum
Salary period
28/09/2021 23:59
Interview date

Job overview

We have an opportunity to recruit an Outpatient Coordinator to our cardiovascular and thoracic/oncology team within the Patient Services Centre on a 6 month fixed term basis. We are looking for a dynamic and enthusiastic individual with experience of providing first class customer service to join our friendly team. You will create working relationships in an inclusive, diverse and multicultural environment in line with our Trust values. 

This post will be providing maternity leave cover for a minimum of 6 months with a view to extension.

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
•    Booking first and follow up appointments, rescheduling appointments, cancelling appointments and clinic management

Main duties of the job

You can read an overview of the main duties of the role in the section below: Job Description and Main Responsibilities.

To understand the role in more detail please read the full job description and person specification documents attached. 

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. 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. 

We support flexible working and will consider requests taking into account the needs of the 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.

Detailed job description and main responsibilities


Working within the speciality team and alongside the Performance team you will:

  • Manage the empty slot position for the team, liaising with the Data Systems Coordinator to identify and fill empty slots at short notice
  • Utilise the PSC daily reminder system to fill empty slots in clinics, booking and confirming appointments with patients
  • Be responsible for clinic management for the team, alongside the Deputy/Team Leader, e.g., short notice changes/cancellations/amendments of clinics in liaison with the Care Group for support for less than 7 days’ notice


  • Demonstrable experience of providing high levels of customer service in a healthcare environment
  • You will have experience of dealing with non-routine and complex problems & progress chasing
  • You will have a proven ability to work to deadlines, prioritise and multi-task in a fast paced environment

You will have excellent communication skills and will be forward thinking in your approach with the ability to work proactively and under pressure to fill slots, sometimes at very short notice i.e., same day.

Person specification


Essential criteria
  • A-Level/NVQ 3 level qualifications or equivalent knowledge, skills and experience
  • Proficient in the use of Microsoft Office packages
Desirable criteria
  • Courses / further study attended to demonstrate evidence of personal development.
  • Knowledge of medical terminology


Essential criteria
  • Demonstrable experience of providing high levels of customer service in a healthcare environment
  • Administrative and organisational experience, with good knowledge across a range of admin work procedures and policies.
  • Proficient/knowledge in the use of hospital electronic patient systems, eCamis, Apex, CHARTS, EDMS, eReferral
  • Experience of dealing with non-routine and complex problems, and progress chasing.
Desirable criteria
  • An understanding of NHS patient flow and outpatient income tariffs.


Essential criteria
  • Understands the importance of being a team player.
  • Able to get on with people and share knowledge and best practice with others.
  • Excellent interpersonal skills
  • Demonstrates clarity and breadth in use of verbal and written communications in relation to our patient group
  • Able to learn and assimilate information quickly.
  • Proven ability to work to deadlines, prioritise and multitask in a fast paced environment.
  • Ability to problem solve and resolve queries.
  • Calm, Friendly and approachable manner
  • Articulate, polite, sympathetic, patient and diplomatic


Essential criteria
  • Able to demonstrate behaviours that meet the Trust Values  Patients First  Always Improving  Working Together
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 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

Apply online now

Further details / informal visits contact

Bianca Phillips
Job title
PSC Team Leader
Email address

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