NHS Greater Glasgow and Clyde (NHSGGC) is one of the largest healthcare systems in the United Kingdom, employing approximately 40,000 staff across a wide range of clinical and non-clinical professions and roles. We deliver acute hospital, primary, community and mental health services to a population of over 1.15 million people, and to a wider population of 2.2 million when regional and national services are included. The role: The overall aim of the eHealth Directorate is to deliver and maintain an integrated information, technology, and record management strategy to ensure that the right information is available at the right place and time. This supports high-quality diagnosis, treatment, and patient care, promotes continuous population health improvement, and enhances integration with Local Authority care services. This includes managing patient case notes and information across community, primary care, outpatient clinics, inpatient/day case admissions, and post-discharge review. It also involves developing and supporting electronic clinical and management systems, and collecting and analysing data for Scottish Government reporting, local performance monitoring, and population health surveillance. The eHealth Directorate has approximately 1,700 staff, a revenue budget of around £80m (including Scottish Government ring-fenced funding), an annual capital budget of £2–4m, and a non-recurring eHealth budget of approximately £10m. Departments: • Operations – Delivery of IT and telecommunications services, technical infrastructure, applications, information security, and compliance to agreed KPIs and SLAs. • Strategy, Programmes and Innovation – Development of medium- to long-term eHealth strategy, innovation programmes, and delivery of complex projects including service reconfiguration and system development. • Information Management – Collection and analysis of information, information governance, and delivery of knowledge management services, including libraries, clinical coding, and business intelligence. • Health Records – Delivery of health records services across NHSGGC, including outpatient clinics and ward clerk services. • Business and Resource Management – Financial management, procurement, contract management, audit, risk management, PMO, information governance, FOI responses, staff governance, organisational development, health and safety, and facilities management. Duration, Location, and Working Pattern: Permanent, Part time Royal Alexandra Hospital Shift Pattern - Tuesday – Thursday :08:30 – 12:30 Friday : 08:30 – 12:15 Key responsibilities: Waiting List Clerk – Core Responsibilities • Coordinate day-to-day duties related to outpatient clinics, day case clinics, and admissions, including sending instructions/medication to patients. • Act as first point of contact for patients, GPs, nurses, PAMS, HCPs, and administrative staff regarding specialty appointments. • Manage own workload, prioritising and planning tasks according to urgency. • Ensure timely processing of all referral letters for clinical vetting, review returned letters, and update specialty/sub-specialty waiting lists per clinical instruction. • Use the NHS CHI system to assign appropriate patient identifiers and merge duplicate records. • Provide waiting list reports to clinicians, Clinical Service Managers, and General Managers to assist in patient appointment selection. • Generate patient correspondence advising of addition to waiting lists, required actions, and estimated waiting times. • Collate referral letters from internal/external mail and SCI Gateway, allocate to appropriate specialty/sub-specialty, and add to relevant waiting lists. • Ensure completion of all key data fields to enable analysis of outpatient, day case, and inpatient waiting lists. • Manage waiting lists, providing up-to-date waiting times to clinical and management teams. • Book patient appointments in line with Health Records and Scottish Executive protocols. • Ensure full utilisation of outpatient clinic slots, advising on session availability and converting return slots at short notice if required. • Handle telephone enquiries from staff, patients, relatives, GPs, and carers, providing information and prioritising queries for efficient service delivery. • Manage DNAs (Did Not Attends) by liaising with clinical staff and ensuring follow-up per policy. • Arrange appointments for referrals to investigative departments. • Monitor wait time targets (e.g., Cancer Wait Times) and highlight potential breaches to Service/General Managers. • Highlight capacity issues where demand exceeds clinic availability to Service/General Managers. • Produce ad hoc reports for clinical teams on capacity planning, utilisation, and other requirements. • Extract, collate, and summarise data for verbal, written, or statistical reporting. • Correct errors on the PMS system and manage patient cancellations/rescheduling within guaranteed timescales. • Cover other same-grade posts as required during staff shortages or high workload periods. • Comply with GDPR, Access to Health Records Act, and other legislation regarding confidential data. • Promote and maintain a patient-centred care ethos, supporting effective working practices and positive behaviours. • Act as a role model for NHSGGC organisational values, demonstrating professionalism, dignity, and respect. Knowledge, training, qualifications and/or experience required to do the job: Training and/or qualification(s) required : 3 O grades/Standard Grades/National 5’s or equivalent – 1 must be English or good general education coupled with previous office experience. Level of experience/knowledge required : Previous clerical experience, preferably in a healthcare setting, desirable Proficient in use of software systems including Microsoft Office Packages Advanced keyboard skills Good organisational and communication skills Good verbal and interpersonal skills, with the ability to work under pressure in the face of competing demands Previous experience of working in public-facing role What we offer: We offer a wide range of supportive policies designed to enhance your employee journey, including a comprehensive E mployee Assistance Programme, Cycle to Work Scheme, bursary scheme and extensive learning and development opportunities. As an NHS Scotland employee, you will be entitled to: A minimum of 27 days annual leave, increasing with length of service, plus public holidays Membership of the NHS Pension Scheme, including life insurance benefits Development opportunities including study bursaries, e-learning and classroom-based courses Enhanced pay for working public holidays NHS discounts on a wide range of goods and services Confidential employee support and assistance, including counselling and psychological therapies Interested? If you would like to find out more, we would love to hear from you. For an informal discussion, please contact: Heather MacFarlane/ Lyndsey Johnstone /Allanna Kerr, Senior Supervisor/Supervisor - Heather.Macfarlane@nhs.scot, Lyndsey.Johnstone2@nhs.scot & kerr.allanna@nhs.scot - 0141 314 7385 Details on how to contact the Recruitment Service and the Recruitment Process: Information for candidates This post may close early to the volume of response. Please submit your application form as soon as possible. Due to the volume of applications that we receive, we will not be able to provide shortlisting feedback. From 1 April 2026, the Agenda for Change full-time working week will reduce from 37 hours to 36 hours. Part-time working hours will be reduced on a pro-rata basis. A corresponding increase in the hourly rate will apply, ensuring that overall pay remains unchanged. NHS Greater Glasgow and Clyde (NHSGGC) recognises the importance of work-life balance and is committed to offering a range of flexible working options where service needs allow. For roles where less than full-time hours can be accommodated, and where the tenure is listed as “various”, we encourage applications from individuals seeking flexible working arrangements. Flexible working will be included as a topic for discussion during the recruitment process. NHS Greater Glasgow and Clyde encourages applications from all sections of the community. We are committed to promoting equality, diversity and inclusion and are proud of the diverse workforce we employ. By signing the Armed Forces Covenant, NHSGGC has pledged its commitment to being a Forces Friendly Employer. We welcome applications from across the Armed Forces Community and recognise military skills, experience and qualifications throughout the recruitment and selection process. Candidates must provide original and authentic responses to all questions within the application form. The use of artificial intelligence (AI), automated tools or other third-party assistance to generate, draft or significantly modify responses is strongly discouraged. By submitting your application, you confirm that all answers are your own work, reflect your personal knowledge, skills and experience, and have not been solely produced or altered by AI or similar technologies. Failure to comply with this requirement may result in your application being withdrawn from the recruitment process. 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