About this role
Job summary
As an Outpatient Appointments Senior Administrator, you will provide comprehensive administrative support to the Outpatient Appointments service, ensuring patient referrals and appointments are managed efficiently, accurately and within agreed timescales. You will play a key role in supporting patient access to services, maintaining waiting lists, monitoring clinic utilisation and contributing to the achievement of local and national access targets.
The post holder will act as a senior member of the team, supporting the service with the day-to-day coordination of workload, supervising staff in their absence and providing guidance to colleagues. You will liaise with patients, clinicians and a wide range of internal and external stakeholders, delivering a high standard of customer service while ensuring compliance with Trust policies, data quality standards and Referral to Treatment (RTT) requirements.
Main duties of the job
Manage outpatient referrals, appointments and waiting lists in line with specialty guidance, Trust policies and RTT requirements.Monitor worklists, patient tracking lists and clinic utilisation to support local and national access targets.Coordinate clinic changes and cancellations, ensuring patients are rebooked promptly and waiting time standards are maintained.Provide a high standard of customer service, responding to enquiries from patients, carers, clinicians and colleagues in a professional and timely manner.Maintain accurate patient records and ensure compliance with information governance and confidentiality standards.Support the day-to-day coordination of the Outpatient Appointments team, including workload allocation and staff support.Assist with staff induction, training and development and provide supervisory cover in the absence of the Outpatient Appointments Supervisor.Monitor call centre performance and DNA reminder services to ensure service standards are met.Produce and maintain reports relating to waiting lists, activity and attendance data.Work flexibly across the department, providing cross-cover and contributing to continuous service improvement and compliance with Trust values and procedures.
About us
At Somerset NHS Foundation Trust, we're committed to supporting our employees with a range of benefits designed to enhance your professional and personal life. We offer:
Flexible working options to help you balance work and lifeNHS pension scheme for long-term financial securityGenerous annual leave allowance to recharge and relaxA strong focus on career development to help you grow and achieve your potentialAdditionally, you'll gain access to our Blue Light Card, unlocking exclusive discounts on shopping, dining, and leisure activities, as well as NHS-specific perks to support you both inside and outside of work.
We are proud to foster a diverse, skilled, and inclusive workforce, and we encourage applications from all backgrounds.
Why Somerset? Somerset offers the perfect blend of idyllic countryside, outstanding areas of natural beauty, and breathtaking coastlines, with vibrant cities like Bristol, Bath, and Exeter just a short drive away - and only two hours to London.
The region is home to excellent educational facilities, and with affordable housing compared to other parts of the country, it's a great place to build both your career and your future.
Somerset truly has it all - the peaceful countryside and cosmopolitan city life, with something for everyone to enjoy.
Job description Job responsibilities Please see attached Job Description & Person Specification for further details of duties and responsibilities.
Person Specification
Qualifications Essential
Minimum of 5 GSCEs including English Language and Maths or functional skills Level 2 qualifications or equivalent level of experience
Experience Essential
Experience of working in a healthcare setting/previous experience of NHS administration processes Experience of dealing with patients/customers Evidence of prioritising workloads/good time management Proven experience of working well as part of a team
Desirable
Minimum 1 year office experience within last 5 years Experience of high volume contacts with patients/customers using the telephone Supervisory/HR experience Planning & Organisational Skills including allocation of workload to a team, prioritising workload for self and others.
Additional Criteria Essential
IT literate; including recent experience of using Microsoft packages such as Word, Outlook and Excel Must be able to communicate in English Language, both written and verbally appropriate Excellent communication skills, able to communicate effectively at all levels Ability to maintain good quality professional relationships even when dealing with contentious matters Ability to communicate, allocate and delegate where required
Desirable
Knowledge of medical terminology Working knowledge of in-house hospital systems
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Somerset NHS Foundation Trust
Address County Hall
The Crescent
Taunton
Somerset
TA1 4DY
United Kingdom
Employer's website https://www.somersetft.nhs.uk/ (Opens in a new tab)