Outpatient Administration Centre - Apprenticeship - Customer Service

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 to recruit 2 enthusiastic apprentice administrators to join the Outpatient Administration Centre (OAC) at University Hospital Southampton (UHS).

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).

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.

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:

• 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

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 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:

• 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 outpatient booking and reception functions.

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.

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

• 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

• 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

• 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

• Patients First
• Always Improving
• Working Together

Please be advised that this vacancy may close earlier than stated if we receive a large number of applications. We will not accept any applications or queries via agencies, under any circumstances.

For more information about our Trust

https://careers.uhs.nhs.uk

Getting to work - our travel promise

Eligibility for on-site parking is dependent on the nature and requirement of the role. All staff can also access a range of discounted benefits relating to travel including reduced price bus tickets, purchase of salary sacrifice bikes and ultra-low emission cars.

Our commitment to equality

Equality remains at the centre of our policymaking, service delivery, and employment practice, giving all employees equal opportunity to develop, apply for promotions, and have working arrangements that enable them to achieve a manageable work-life balance.

UHS actively promotes a work environment free from harassment and discrimination and provides training for managers and staff to ensure this happens. We also closely monitor recruitment activity, training, development, and employment practices to ensure equality of practice with regard to race, colour, ethnic or national origin, religion or belief, gender, sexual orientation, disability, marital status and age.

How and why we use your information

The Trust is under a duty to protect the public funds it administers, and to this end may use the information you have provided on this form for the prevention and detection of fraud. It may also share this information with other bodies responsible for auditing or administering public funds for these purposes.

The European General Data Protection Regulations enhances individuals’ rights and safeguards all of their data in place under the DPA.

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