Outpatient Administrator Job at Nottingham University Hospitals NHS Trust – Nottingham

Job overview

An exciting opportunity for you to join our Audiology Service based at Ropewalk House. We have 2 full-time posts to recruit to. Hours are 37.5 per week to be worked Monday-Friday 8:30-5pm.

You will have excellent customer service skills and be committed to providing a first class service. A good understanding of deaf awareness and the ability to communicate effectively with the deaf and hearing impaired is desirable.

You will be a conscientious and enthusiastic team player with strong organisational and communication skills. You will need to be able to demonstrate a clear understanding of confidentiality, be well motivated and reliable.

Attention to detail with the ability to record detailed information in a timely manner is essential.

You will be polite, approachable and professional at all times. You will use your initiative and respond to queries from patients, carers and staff members in face to face situations as well as via telephone and email. You must be able to remain calm under pressure and embrace change.

Main duties of the job

In addition to the below summary you need to familiarise yourself with full Job Description and Person Specification documents attached to this advert.

The role is crucial to the successful delivery of our service.

You will register receipt of referrals, organise, re-arrange and cancel appointments, deal with patient queries, prepare documentation for clinics, greet patients.

You will use Trust systems to check and update personal details whilst maintaining patient confidentiality as well as keeping systems up to date with correct out-coming processes. You will be responsible for liaising with other members of the admin team and the clinical team to ensure any late notice changes are notified correctly. This involves accuracy and attention to detail and requires the ability to work quickly and efficiently.

You will also be responsible for some general cleaning and maintenance of reception and the patient waiting area.

Working for our organisation

The successful candidate will work flexibly in providing a range of administrative support across the whole of this very busy service.

Our admin team work closely with our clinical team of Audiologists in order to ensure the provision of a high quality patient service.

You will alternate between being based in a behind the scenes office area dealing with a high volume of telephone calls and responding within a busy email inbox relating to queries and appointment booking and being based front of house on the reception desk undertaking a wide range of tasks.

We are in the process of moving away from a paper based way of working to incorporate digital solutions.

Detailed job description and main responsibilities

Be responsible for arranging partial booking follow up appointments.

Using Medway PAS or any other relevant electronic booking systems to arrange appointments for new and follow up clinics, as instructed by the directorate management team medical/nursing staff.

Reduce and cancel clinics.

Arrange transport as necessary.

Ensure Referral to treatment patient data quality is accurate at all times.

Deal appropriately with enquiries, by telephone and in person, from staff and the general public, seeking advice or referring elsewhere if necessary.

Manage the demand and capacity within the standard operating practice taking decision to escalate to the directorate management team any capacity issues.

Managing the national choose and book system. Ensure all slots are set up within choose and book and polled according to directorate capacity plan.

Highlight any choose and book capacity issues that arise via the “Available Slot Issues” list.

Support and facilitate directorates in completion and timely update of their Directory of Services.

Ensure all referrals are logged and booked in a timely manner meeting the standards in the NUH Access Policy.

Responds to any temporary day to day demand and capacity updates required in Medway

Print appointment/procedure confirmation letters as necessary and send to patients with the relevant information leaflets promptly.

Keep personally updated and be able to advise patients in relation to peripheral services available, i.e. transport, interpreting services etc.

Notify Outpatient Co-Ordinator or designated person of any patients who fail to attend their appointment who will take necessary action in line with department and/or Trust policies.

Receive and respond to enquiries from relatives/external agencies adhering to Trust confidentiality guidelines at all times

Distributing and opening in-coming mail timely and dealing with appropriately.

Person specification

Training and Qualifications

Essential criteria

Educated to GCSE level with passes at Grade C or above including English and Maths or equivalent standard.


Essential criteria

Previous experience in an office environment.

Understanding of the importance of confidentiality

Experience of microsoft packages

Previous customer service experience


Essential criteria

Able to deal tactfully and efficiently with a wide range of people

Ability to work as part of a team and quickly adapt to changing situations

Judgement Skills

Essential criteria

Able to use judgement to make decisions in order to solve problems/enquiries

Able to use own initiative

Organisational Skills

Essential criteria

Manages time effectively with the ability to prioritise own workload

Able to pay close attention to detail

Bring your whole self to work for us at NUH. We love diversity and we value your difference, your unique skills, knowledge and experience. Becoming one of our people may realise your potential, helping us to raise our performance in delivering world class healthcare to the diverse patient populations we serve.

We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are currently under-represented at NUH.

Closing Dates: Please submit your application form as soon as possible to avoid disappointment; we reserve the right to close vacancies prior to the published closing date if we receive a sufficient number of completed application forms.

Communication: All communication related to your application will be via the email address you have provided. Please ensure you check your email account including your junk email regularly.

Easy read application: if you have a disability and find it difficult to complete our online application form, you can apply via our easy read application which you can find on the intranet https://www.nuh.nhs.uk/easy-read-job-application

Salary: The quoted salary will be on a pro rata basis for part time workers.

Disability Confidence: All applicants who have declared a disability and who meet the essential criteria for the post will be shortlisted.

At Risk of redundancy: NHS employees within the East Midlands who are ‘at risk’ of redundancy will be given a preferential interview where they meet the essential criteria of the person specification.

Skilled Workers Visa: We welcome applications from individuals who require a skilled worker visa in line with the Home Office regulations. NON-UK/NON SETTLED candidates may not be appointed, if a suitably qualified and skilled UK/SETTLED candidate is successful at interview stage as it is unlikely that the Trust is able to satisfy the Home Office Visa requirements

ID and Right to work checks: NUH authenticate all ID and right to work documentation such as passports, visa’s and driving license through a system called Trust ID. NUH will scan your ID and right to work documentation in to the Trust ID system at your face to face ID appointment. The system will run a check against the key security features within your documentation. The system will provide us with an outcome of your check which will be stored securely on your personal file along with all other pre-employment check documentation.

Transfer of information: If I have previous NHS service – I consent to the transfer of my Electronic Staff Record (ESR) data between this and other NHS Trusts. I also consent to the Occupational Health Department confidentially accessing my occupational health records from my current or previous employer in order to check the status of my vaccinations, immunisations s and screening tests as relevant to the post. I understand this is an automated process and the information will only be used for these purposes prior to me taking up the position at NUH.

Disclosure and Barring Service: Your post maybe subject to a DBS check which incur a cost dependent on the level of check required (£45 for enhanced and £28 for standard). I agree to reimburse Nottingham University Hospitals NHS Trust the cost of a Disclosure and Barring Service (DBS) check if it is required (by deduction from first month’s pay). Should I decide to withdraw from my job offer, I agree to reimburse Nottingham University Hospitals NHS Trust the cost of the DBS check undertaken by cheque or other agreed method.

About the Company

Company: Nottingham University Hospitals NHS Trust –

Company Location:  Nottingham

Estimated Salary:

About Nottingham University Hospitals NHS Trust -