University Hospital Southampton NHS FT
Patient Administrator
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Patient Administrator
Patient Administrator / Patient Services Centre Administrator / Ward Secretary – Band 3 Roles
University Hospital Southampton NHS Foundation Trust
About the Trust
University Hospital Southampton NHS Foundation Trust delivers exceptional healthcare in one of England’s largest acute teaching Trusts. Nestled on the south coast near the New Forest, South Downs, and Jurassic Coast, we offer a vibrant environment to live and work, with access to transport links and an international airport.
We value diversity, inclusion, and individuality, fostering a culture where compassionate care thrives through collaborative teams. Our commitment to flexible working ensures we support staff’s health and career progression while delivering high-quality patient-focused services.
Main Duties of the Role
Our fast-paced administrative roles—Patient Administrator, Patient Services Centre Administrator, and Ward Secretary—play a pivotal role in ensuring seamless patient journeys, efficient clinic operations, and strong multidisciplinary teamwork.
These full-time (37.5-hour) roles support 24/7 services across multiple locations, including:
- Southampton General Hospital
- Adanac Park
- Royal South Hants Hospital
- Princess Anne Hospital
- Lymington Hospital
Core Responsibilities (Varying By Role)
- Direct communication with patients and healthcare professionals to coordinate appointments, manage inquiries, and provide guidance.
- Appointment scheduling & outpatient management, including handling 650,000+ annual bookings across 50 specialties.
- Cross-departmental coordination, ensuring smooth info flow between clinicians, support teams, and service areas.
- Customer service excellence, maintaining a professional, empathetic, and proactive stance in high-pressure environments.
- Training & development supported by tailored opportunities, including internal secondments for career growth.
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Key Roles & Their Focus Areas
1. Ward Secretary
Band 3 | Full/Part-Time Available For: Organised professionals proficient in Microsoft Office, adept at collaborating with nursing leaders and cancer care teams.
Key Duties:
- Provide administrative support for ward operations, focusing on documentation, communication, and meeting coordination for ward leaders.
- Administer professional telephone services, relaying messages and assisting patients/clinicians with clarity.
- Leverage Microsoft 365 for scheduling, stakeholder outreach, and workflow organisation.
2. Patient Administrator
Band 3 | Full/Part-Time Available For: Motivated individuals with strong written/verbal communication skills to thrive in roles linking consultants, nursing teams, and external providers.
Key Duties:
- Handle day-to-day operations, including patient/healthcare professional communications, appointment bookings, and clinic correspondence.
- Provide cross-cover support across outpatient/administrative departments to maintain service continuity.
- Work independently or as part of teams, demonstrating tactful judgement in handling challenging consults.
- Integrate Trust-wide systems with training provided (ratorial expertise not mandatory).
3. Patient Services Centre Administrator
Band 3 | Full/Part-Time Available For: Resilient candidates empowered by compassionate communication and global resilience in urgent-demand patient interactions.
Key Focus Areas:
- Outpatient Administration Centre (OAC) Support: Process 20,000+ monthly patient calls and balance scheduling demands (650,000+ annual bookings).
- Appointment Operations: Manage appointment clinics, cancellations, and open slots efficiently.
- Multidisciplinary Coordination: Liaise with Surgery, Pharmacy, and Cancer Care teams about patient capacities, risks, and follow-ups.
- Agile Response: Adapt to urgent requests while maintaining adherence to national/Trust targets (e.g., RTT, cancer pathways).
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—Operating hours extend to 7am–6pm (Mon–Fri) & 8am–4:30pm (Sat) with flexible shifts within core hours.
Person Specification
Essential Criteria
- Literacy & Numeracy: GCSE standard or equivalent.
- Administrative Skill: Either
- Level 3 qualification in administration/customer service, Or
- Vocational Level 2 admin qualification, OR equivalent experience within a customer-centric organisation.
- Problem-Solving: Ability to make judgment-based decisions even for non-routine situations.
Desirable Experience
- Medical/Healthcare Context: Familiarity with medical terminology or clinical admin environments.
- Credentials: Diploma/Level 3 courses demonstrating professional development.
- Tech Proficiency: Intermediate hospital computerised patient systems usage (training provided).
- Pathway Knowledge: Insight into clinical/patient pathway analysis.
- Targets Awareness: Understanding of RTT (Referral-to-Treatment) and cancer pathway metrics.
Trust Values We Cherish
- Patients First – Compassionate, prioritised care.
- Working Together – Inclusive, collaborative teamwork.
- Always Improving – Continuous service excellence.
UHS fosters a culture where your strengths are recognised, mentored, and nurtured while helping you shape the future of healthcare in our community.
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