Customer Administration Officer

NHS National Services Scotland; City of Edinburgh; On-site; GBP 20,000 - 30,000; Full time

Job summary

NHS National Services Scotland (NSS) seeks individuals for two roles within the Customer Administration Team. One is a nine-month fixed-term position focused on community glaucoma services, the other a permanent role. The candidates will aid in processing claims for NHS services, providing vital support for the health and wellbeing of the Scottish population. The ideal applicants will have strong communication and organisational skills, and experience in a health-related environment is desirable.

Benefits

Pension scheme

Comprehensive work-life balance policies

Occupational health services

Learning resource centres

Discounted leisure, financial and shopping benefits

Qualifications

• Educated to Standard Grade level or equivalent experience.
• Excellent communication skills required.
• Experience in a health-related, patient-focused environment preferred.

Responsibilities

• Process CGS claims and investigate payment issues.
• Provide guidance to Dental/Ophthalmic practitioners.
• Engage with practitioners and Health Boards via various communication methods.

Skills

Communication skills

Teamwork

Organisational skills

Education

Standard Grade level / Intermediate 5 level

Job description

*** THIS POST IS CURRENTLY ONLY OPEN TO NATIONAL SERVICES SCOTLAND EMPLOYEES ***

Two positions available

X1 Permanent and x1 Fixed Term position

One post is a 9 Month Fixed Term / Secondment position. As per the Fixed Term Contacts Policy - Where individuals with continuous service within the NHS apply for fixed-term contract roles, NSS reserves the right to refuse any such appointment.]

About the Organisation:
National Services Scotland (NSS) is a national NHS Board operating right at the heart of NHSScotland providing invaluable support and advice at a strategic and operational level. NSS supports customers to deliver their services more efficiently and effectively and we offer shared services on a national scale using best-in-class systems and standards. Our priority is always the same – to improve the health and well-being of the people of Scotland. We do this by working in partnership with colleagues across Health and Social Care to deliver fit for purpose solutions and systems, delivering high quality services that help our stakeholders to free up resources so they can be re-invested into essential services.

The Post:
This is an exciting opportunity to work in Practitioner and Counter Fraud Services (a Strategic Business Unit (SBU) of NHS National Services Scotland) to help improve the health and wellbeing of the people of Scotland.

As a vital part of NHS Scotland, NHS National Services Scotland (NHS NSS) works in partnership with a wide range of organisations - NHS clinicians and management, government, Health and Social Care Integration Bodies, Family Health Services contractors, local authorities, voluntary organisations, academia and many others.
The SBU supports accurate payments and patient registration for NHS Services to Scotland’s GPs, dentists, pharmacies and optometrists, processing and checking thousands of claims every month. We work to deter and detect fraud both inside the NHS and beyond, coordinating awareness campaigns and leading investigations. We also provide a full range of conference, events and committee services.

We currently have 1 vacancy fixed term to cover maternity leave (9 months from 01/09/2025 - 31/05/2026) and 1 permanent full-time post within the Dental and Ophthalmic Customer Administration Team. The fixed term post will be working mainly on the Community Glaucoma Services area of work however may carry out other tasks within the wider Customer Administration team and the permanent post working on the wider tasks of the Customer administration team.

The Customer Administration team, consists of 16 Customer Administration Officers and 2 Team Leaders, (CGS team consists of 2 Customer Administration Officers and 1 Team Leader and CA team consists of 14 Customer Administration Officers and 1 Team Leader).

The Customer Administration team manages the processing of the CGS claims on a monthly schedule, deals with claims which have failed system validation which need to be further investigated to be either processed for payment or returned to the dental / ophthalmic practitioner, deals with various queries from the practitioners regarding incorrect payments, non-payments, updating patients details, providing access to e-dental and e-ophthalmic schedules, creates / resigns dental and ophthalmic practitioner list numbers which allow them to submit payment claims electronically and to be paid in a timely manner and also engages with the practitioners / Health Boards via email, phone and TEAMS.

The Candidate:
Candidates should be educated to Standard Grade level / intermediate 5 level (or with equivalent experience). The successful applicant will have excellent communication skills and be able to work to demanding timescales. Experience in a similar health related, patient focused, working environment would be an advantage. Candidates should be enthusiastic and strongly motivated team workers, with a desire to provide an excellent and accurate service.
Successful candidates will be required to provide advice and guidance on all related matters to the Dental / Ophthalmic profession and SBU management team, internal customers and external customers. Strong organisational, communication and interpersonal skills are necessary.

Location and Working Pattern:
Gyle Square, Edinburgh
37 hours per week

It is a condition of this employment that you must live and remain a resident within the UK for the post in which you will be employed with NSS.

Benefits:
Our benefits package includes pension scheme, comprehensive range of work life balance policies, occupational health services, learning resource centres and discounted leisure, financial and shopping benefits. HR Benefits Brochure.

Inclusion:
NHS National Services Scotland (NSS) is a national board and, as an anchor institution, it is our ambition to be a diverse and inclusive organisation where everyone feels welcome. We recognise that flexible working creates an inclusive workplace where employees can thrive and feel confident about their ability to balance their personal and professional responsibilities. This is supported through Once for Scotland flexible working policies. NSS has made a long-term commitment to staff health and well-being and offers many learning and development opportunities to support and improve our approaches to diversity, inclusion and mental health in the workplace. There are a number of equality staff networks in place which all staff are welcome to join. We are also an equal opportunities employer and as such guarantee to interview all disabled applicants who meet the minimum criteria for our vacancies. As an accredited Disability Confident Leader, it is the aim of NSS to offer a fully accessible and inclusive recruitment service that supports applicants on their candidate journey. If you are interested in any reasonable adjustments, please contact the Recruitment Team on [e-mail]

Further information:
For an informal discussion on the post, please contact For an informal discussion, please contact Lorna-May Raeburn on email [e-mail] to arrange a meeting via TEAMS.

Closing date for completed applications is 8th July 2025.

Further information on NSS is available from: https://www.nss.nhs.scot/

Please note that the majority of correspondence is sent by e-mail only, so please check your e-mail regularly (including junk folders)