NHS Greater Glasgow and Clyde (NHSGGC)
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. We deliver acute, 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.
Role Overview
To plan, organise, prioritise and maintain the day‑to‑day administrative tasks associated with the functionality of the outpatient waiting list service. Ensure all patients are processed through the waiting list by priority and ensure the accurate collection and recording of all local and national data required for statistical measuring of waiting time purposes. The post holder is responsible for overall maintenance related to data accuracy and breach‑monitoring of all outpatient waiting lists, liaising with service managers and waiting list coordinators where applicable to ensure target achievement.
To be responsible for the receipt and management of all referrals, liaising with medical and nursing staff and at all times adhering to NHSGGC Waiting List Policy. The post holder will liaise with clinicians to plan management for patients, allocate appointments, deal with telephone enquiries from internal/external agencies, ensuring capacity is utilised to full potential. Accuracy and completeness of data input will be ensured and information will be extracted, collated and summarised to provide statistical reports for management.
Duration, Location and Working Pattern
Location: Glasgow Royal Infirmary. Contract: Permanent. Position: Full‑time (36 hours per week) and part‑time (26.25 hours per week) available.
* Post 1 (36 hours): Monday – Thursday 08:30 – 16:30, Friday 08:30 – 16:15
* Post 2 (26.25 hours): Monday – Thursday 09:00 – 14:30, Friday 08:00 – 13:15
Key Responsibilities
* Coordinate all duties related to outpatient, day‑case and admission clinics, including sending appropriate instructions/medication to patients.
* Act as the first point of contact for patients, GPs, nurses, PAMS, HCPs and administrative staff when appointments for specialties are required.
* Manage own workload, prioritising and planning according to urgency.
* Ensure timely remittance of all referral letters for clinical vetting, review letters on return and amend entries on speciality and sub‑specialty waiting lists as per clinical instruction, ensuring letters are returned and actioned within set timescales.
* Utilise the NHS CHI system to ensure all patients are furnished with the appropriate identifier, ensuring all records are updated and all double registrations on the PMS system are identified and merged.
* Provide waiting‑list reports to clinicians, Clinical Service Managers and General Managers to facilitate patient selection.
* Generate patient correspondence to advise of addition to waiting lists, indicate any action and provide estimates of potential waiting times.
* Collate referral letters from internal and external mail systems, including the SCI Gateway system, and allocate them to appropriate speciality or sub‑specialty categories, ensuring addition to suitable waiting lists.
* Ensure all required key data fields are completed to facilitate analysis of the waiting lists.
* Maintain up‑to‑date waiting times to clinicians and managers.
* Book patient appointments in accordance with all Health Records and Scottish Executive protocols.
Training, Qualifications and Experience
* 3 O grades/Standard Grades/National 5’s or equivalent; English or good general education alongside previous office experience.
* Previous clerical experience, preferably in a healthcare setting, desirable.
* Proficient in the use of 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 a public‑facing role.
What We Offer
* 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.
Equity, Diversity and Inclusion
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.
Contact Details
For an informal discussion, please contact Lorraine McBain, Senior Supervisor, on 0141 211 8270 or email Lorraine.McBain@nhs.scot.
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