Waiting List Clerk - Health Records

NHS National Services Scotland; Glasgow; On-site; GBP 18,000 - 24,000; Part time

Benefits offered by this job

NHS Pension Scheme

Cycle to Work Scheme

Learning and development opportunities

Employee Assistance Programme

Job summary

NHS Greater Glasgow and Clyde (NHSGGC) is seeking a part-time administrative coordinator to manage outpatient waiting lists, referrals and data accuracy at Glasgow Royal Infirmary. You will prioritise daily tasks, liaise with clinicians and ensure timely booking of appointments.

Using the NHS CHI system, you’ll generate reports, monitor waiting times and provide correspondence to patients. The role requires strong organisational skills, effective communication, and experience in a public-facing

Qualifications

• 3 O Grades/Standard Grades/National 5 qualifications (or equivalent), including English.
• Proficiency in Microsoft Office packages and other software systems.
• Advanced keyboard skills.
• Good organisational and communication skills.
• Strong verbal and interpersonal skills.
• Ability to work under pressure and manage competing demands.
• Experience working in a public-facing role.

Responsibilities

• Coordinate day-to-day duties related to outpatient and day-case clinics, including patient instructions.
• First point of contact for patients, GPs, nurses, and admin staff when appointments are required.
• Manage workload with prioritisation and planning according to urgency.
• Ensure timely remit of referral letters for clinical vetting and action letters within timescales.
• Use NHS CHI system to assign identifiers and merge double registrations on PMS.
• Provide waiting lists reports to clinicians and managers to support appointment decisions.
• Produce patient correspondence on waiting list changes and waiting time estimates.

Skills

Good organisational skills

Strong verbal and interpersonal skills

Experience in public-facing role

Proficiency in Microsoft Office

Advanced keyboard skills

Education

3 O Grades/Standard Grades/National 5 qualifications (or equivalent)

English qualification or proficiency

Job description

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:

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 outpatient waiting list by priority and ensure the accurate collection and recording of all local and national data required for statistically measuring waiting time purposes. The post holder is responsible for the overall maintenance related to the data accuracy and breacher monitoring of all outpatient waiting lists liaising with service managers and waiting list coordinators where applicable to ensure patients waiting list targets are met.

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. Post holder will ensure accuracy and completeness of data input and will extract, collate and summarise information from the database to provide statistical reports for management.

Please note this is a GGC wide post and can be moved to any location, however initial base will be Glasgow Royal Infirmary

This post does not meet the eligibility criteria for a Skilled Worker visa or a Health and Care Worker visa. NHS Greater Glasgow and Clyde (NHSGGC) is unable to provide candidates or employees with a Certificate of Sponsorship (COS).

Duration, Location, and Working Pattern:

• Permanent Contract
• Part-time Position (31 hours per week)
• Shift Pattern - Monday 0830-1615/45, Tuesday-Friday, 0830-1515/45
• Location based in Glasgow Royal Infirmary

Key responsibilities:

• Responsible for the day to day coordination of all duties related to outpatient clinics/daycase clinics /admissions, including sending out appropriate instruction / medication to patients.
• First point of contact for patients, GPs, nurses, PAMS, HCPs, administrative and clerical staff when appointments for specialties are required.
• Management of own workload, including prioritising and planning of workload according to urgency.
• Ensure timely remit of all referral letters for clinical vetting, review of letters on return and amendment of all Speciality and sub-Speciality outpatient/ day case/inpatient waiting lists entries as per clinical instruction, ensuring all letters are returned and actioned within set timescales.
• Utilisation of the NHS CHI system to ensure all patients are furnished with the appropriate identifier, ensuring that all records are updated. Ensure all ‘double registrations’ on PMS system are identified and merged
• Provision of outpatient/ day case/inpatient waiting lists reports to clinicians/ Clinical Service Manager/ General Manager to facilitate the selection of patients for appointing.
• Generation of all patient correspondence to advise of addition to waiting Lists, indication of any action, and to provide estimation of potential Waiting Times.
• Collation of all Referral Letters from internal and external mail systems, including SCI Gateway system and ensure allocation of referral letters to appropriate Specialities and sub-Speciality categories, ensuring addition to appropriate outpatient/ day case/inpatient waiting lists
• Ensure all required ‘key’ data fields are completed to facilitate analysis of the outpatient/ day case/inpatient waiting lists for NHSGGC.
• Please refer to the job description for further details.

Knowledge, training, qualifications and/or experience required to do the job:

• 3 O Grades/Standard Grades/National 5 qualifications (or equivalent), including English, or a good general education combined with previous office experience.
• Proficiency in Microsoft Office packages and other software systems.
• Advanced keyboard skills.
• Good organisational and communication skills.
• Strong verbal and interpersonal skills.
• Ability to work under pressure and manage competing demands.
• Experience working in a public-facing role.

What we offer:

We offer a wide range of supportive policies designed to enhance your employee journey, including a comprehensive Employee 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
• Salary Sacrifice Car Benefit Scheme
• 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

AI tools like ChatGPT or Copilot can be great for planning and preparing your application, but your answers must be your own.

• Show us the real you: Your application should reflect your skills, experience, and motivations authentically.
• Use AI wisely: It’s fine to use AI for ideas or to check spelling and grammar, but don’t let it write your answers.
• Why this matters: Applications that rely on AI-generated content may be withdrawn. By applying, you confirm your responses are based on your own knowledge and achievements.

Tip: Think of AI as a helper, not a substitute. We want to understand you, not an AI tool.

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.

For application portal or log-in issues, please contact the Jobtrain Support Hub in the first instance.