Job summary
- Main area
- Administration
- Grade
- Band 3
- Contract
- Fixed term: 12 months (Secondment will also be considered for internal and NHS candidates.)
- Hours
- Full time - 37.5 hours per week
- Job ref
- 419-7217377-OSA-O
- Employer
- York and Scarborough Teaching Hospitals NHS Foundation Trust
- Employer type
- NHS
- Site
- Malton Hospital
- Town
- Malton
- Salary
- £24,937 - £26,598 pro rata
- Salary period
- Yearly
- Closing
- 31/08/2025 23:59
Employer heading
Outpatient Services Administrator
Band 3
Please note that contact with applicants will usually be by email, and so please check all of your mail folders regularly (unfortunately some providers filter our messages into junk mail folders).
Our Values
- We are KIND
- We are OPEN
- We pursue EXCELLENCE
We are looking for applications from people who share our values to help make us a valued and trusted partner within our care system, that delivers safe effective care to our local population.
People for Patients. Our People, our Patients, our Priority
Job overview
We are looking to appoint a motivated individual to join our Outpatient Administration Team. We are a friendly team fulfilling a vital front line service. This post is based at Malton.
This is a varied role and the post holder must be able to flexibly provide cover across three areas:
- Our referral management centre, where over 300 new patient referrals are registered onto our hospital patient administration system per day
- Our busy reception desks dealing with patients face-to-face, ensuring they are booked in and directed to the appropriate waiting areas
- Plus our call centre, handling large volumes of calls agreeing outpatient appointments with patients as well as dealing with other appointment related queries
It is essential that this work is carried out accurately and efficiently as it is important that the patient experience is a positive one, at what can be a very worrying time. You must be able to demonstrate that you have the necessary organisational, administrative and communication skills, the ability to work under pressure and using your own initiative, as well as excellent telephone skills.
The hours advertised are required to cover service needs. We operate a rota of tasks and all staff will rotate through different tasks. The hours for this vacancy are Monday - Friday, variable shifts between 8am and 5pm.
Please note: This post may become Permanent at the end of Fixed Term/Secondment.
Main duties of the job
- To process all new patient appointments within agreed timescales, and in accordance with consultants’ requests and Speciality booking rules.
- To make follow-up appointments in accordance to booking rules, at the request of both internal and external customers.
- To monitor, maintain and update electronic worklists and ensure that items are actioned in a timely manner, taking remedial action where necessary.
- To receive, record and process all referrals under the 14 day rule.
- To utilise an electronic data base booking system to call patients for their appointments near to their due date to maximize clinic capacity against patient demand.
- Support patients attending the Outpatient clinics, using tact and
diplomacy, and record an appropriate outcome for all patients who leave Outpatient clinic where necessary. - To manage patients ringing the Department to book, amend, or cancel an appointment in accordance with the Standard Operating Procedures and booking rules.
- Any other administrative or clerical duties, which may be required as part of post.
- To actively maintain a safe working environment for yourself and your colleagues who may be affected by your acts or omissions.
- Prioritise workload to maximise patient demand against clinic capacity to ensure patients are dealt with as timely as possible.
- To maintain patient confidentiality at all times.
Working for our organisation
To find out more about what it is like to work for our Trust please visit the following link:
https://yorkhospitals.pagetiger.com/hdjgxd
Our benefits
We offer a range of benefits to support our staff including:
-
Access to the NHS Pension Scheme, providing generous benefits upon retirement, as well as a lump sum and pension for dependants
-
27 days holiday rising to 33 days (depending on NHS Trust service)
-
A generous relocation package of up to 30% of salary (capped at £18k) to support with relocation expenses for hard to fill positions where relocation would be an expectation to undertake the role fully. If you would like to discuss a potential relocation package, please speak to the recruiting department/manager.
-
A variety of different types of paid and unpaid leave covering emergency and planned leave
-
Confidential advice and support on personal, work, family and relationship issues, 24/7, from our Employee Assistance Programme
-
NHS Car Lease scheme and Cycle to Work scheme
-
An extensive range of learning and development opportunities
-
Discounts on restaurants, getaways, shopping, motoring, cinema and finance from a range of providers
For further information on the fantastic range of benefits we offer please visit the Trust's dedicated Staff Benefits pages.
Detailed job description and main responsibilities
A full description of the role is available in the attachment: job description.
Please note that if a high number of applications are received this advert may close early. You are advised to submit your application at the earliest opportunity.
If you would like your application considered for secondment, please ensure you have the permission of your current line manager before applying.
Working for the Trust
Across our organisation, people are guided by values that were co-developed with staff: we are kind; we are open; and we pursue excellence.
Our values play into our ambition to develop a more diverse workforce, truly representative of our communities. We welcome applications from everyone, while working with our Staff Networks - including our Race Equality, LGBTQ+, Disability and Carers Networks - to increase the number of applications we receive from different backgrounds. If there is anything we can do to make our application process more accessible to you, please contact: yhs-tr.[email protected].
As part of seeking to become more inclusive, we will consider requests for flexible working from the start of your employment. It may not be suitable for every role, but we will try and be supportive where we can. We would encourage you to speak to the recruiting manager named within this advert to discuss any requirements you may have.
Armed Forces Friendly Employer
We are holders of the Gold Award from the Defence Employer Recognition Scheme, which is helping actively promote SaBRE - Supporting Britain’s Reservists and Employers. This means that we have made a statement of intent to support all Defence personnel, including with applications for employment.
Person specification
Knowledge, Training and Experience
Essential criteria
- Educated to GCSE Level or equivalent
- Maths and English at C or above – or equivalent qualification/demonstrable experience
- Previous clerical experience and knowledge equivalent to NVQ3 Level
- Experience of working with Microsoft packages
- Understanding a range of work procedures and processes
Desirable criteria
- Previous Office/Administrative experience in an NHS environment
- Experience of dealing with confidential information or using patient administrative systems
- Experience of working in a receptionist capacity
- Experience of numerical filing sequences or working within a medical records environment
Skills
Essential criteria
- Able to organise and prioritise own workload
- Good communication skills on the telephone and face-to-face
- Excellent interpersonal skills
- Able to function effectively as part of a team
- Attention to detail/ability to record accurate data
Skills & Attributes
Essential criteria
- Ability to communicate with staff at all levels, including Consultant medical staff
- Ability to work in a fast paced and busy environment
- Excellent verbal and written communication skills
- Excellent interpersonal skills
- Ability to communicate effectively with all service users
- Advanced keyboard skills
Desirable criteria
- Ability to think analytically
Aptitude & Personal Qualities
Essential criteria
- Self-disciplined/motivated to function independently
- Methodical and highly organised
- Willingness to work flexibly in an environment with changing demands and priorities
Employer certification / accreditation badges
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Application numbers
Documents to download
Further details / informal visits contact
- Name
- Magda Gralak
- Job title
- Outpatient Services Operational Manager
- Email address
- [email protected]
- Telephone number
- 01723 236187
- Additional information
Contact name: Gemma Carrott
Contact job title: Outpatient Services Manager
Contact telephone number: 01723 236187
or
Contact name: Tom Howard
Contact job title: Outpatient Services Manager
Contact telephone number: 01904 724255
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