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Patient Services Centre Administrator

Band 2

Main area
Patient Services Centre
Grade
Band 2
Contract
Permanent
Hours
  • Full time
  • Part time
37.5 hours per week (Up to 37.5 hours per week)
Job ref
188-AC3434-E
Site
Southampton General Hospital
Town
Southampton
Salary
£18,546 - £19,918 pa pro rata
Salary period
Yearly
Closing
10/07/2022 23:59

Job overview

We have an exciting opportunity to recruit enthusiastic administrators or budding administrators to join the Patient Services Centre (PSC) at UHS.  The PSC 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 Southampton General (SGH) and Royal South Hants (RSH). This is an ideal role if you are looking to support patients in their healthcare journey.

The PSC team are hardworking, committed to patient care and often the first point of contact for the patients and responsible for:
-    Making and receiving over 20,000 calls a 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 receptions across our sites, checking patients in and booking follow up appointments 

Main duties of the job

Attached you will find the person specification document which provides more detail about the essential and desirable skills and experience needed for this role. We highly recommend you review this document and use it when completing your application as these criteria are used by hiring managers as guidance during shortlisting.

For an overview of the main duties of the role please see the ‘Job Description and Main Responsibilities’ section below. To understand the day-to-day responsibilities in more detail please read the full job description document attached.

Working for our organisation

What we can offer you

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. 

All non-clinical roles may involve a mixture of on site and remote working, Specific details and flexible working options can be discussed as part of the interview process. 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.

Detailed job description and main responsibilities

Your Responsibilities

What you’ll do

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.
  • Build relationships with stakeholders internally and externally.

What we’re looking for

Ideally you will have experience of working in a customer led environment but we do provide comprehensive training to help you achieve your potential.

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 Office packages
  • The ability to work independently but also be a good team player with a friendly and approachable manner.

Additional information

Applicants may be contacted before the closing date to arrange interviews.

Should you have any queries, please use the contact details below to get in touch.

Person specification

Qualifications

Essential criteria
  • Good standard of education with literacy and numeracy skills to GCSE pass level 4-9.
  • NVQ 2 diploma or equivalent
Desirable criteria
  • Courses/further study attended to demonstrate evidence of personal development.

Experience

Essential criteria
  • Experience of working in a customer led environment.
  • Evidence of computer literacy.
  • Competent in the use of Microsoft Office packages
Desirable criteria
  • Experience of working shifts.
  • Call handling experience.
  • Proficient in the use of hospital computerised patient systems.

Aptitudes and skills required

Essential criteria
  • Excellent communication skills, including written, face to face and telephone
  • Customer service skills
  • Proven ability to work to deadlines, prioritise and multitask
  • Friendly and approachable manner
  • Polite, sympathetic, and diplomatic
  • Able to get on with people and share knowledge with others
  • Able to assimilate information quickly,
  • Team player

Special requirements of the post

Essential criteria
  • Reliable.
  • Flexible attitude – ability to work shifts that include evenings and Saturdays.

Values and behaviours

Essential criteria
  • Patients First
  • Always Improving
  • Working Together

Employer certification / accreditation badges

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

Name
Sophie Gadsden
Job title
Patient Services Centre Recruitment Lead
Email address
Sophie.gadsden@uhs.nhs.uk
Telephone number
023 8120 5426

If you have problems applying, contact

Address
If you have problems with the
online application form please contact
Recruitment Support Services
Open Monday to Friday
08:30am to 5:30pm
Telephone
01629 690826