Patient Scheduler - Digital Vaccination Contact Centre

NHS Scotland; Kentucky; On-site; USD 29,000 - 34,000; Full time

Benefits offered by this job

Annual Leave 35 days

Generous NHS pension scheme

Annual incremental salary progression

Paid sick leave increasing with length

NHS discounts

Job summary

NHS Lanarkshire is recruiting a patient scheduler for the Referral Management Service. Your role is to accurately record referrals on the Patient Management System and schedule appointments that meet clinical priority and waiting time targets.

This fixed-term post for 12 months requires hours Monday–Thursday 9am–5pm and Friday 8.30am–4.30pm. SVQ Level 3 in Customer Care or NHS administrative experience, plus strong communication and organisational skills, are essential.

Qualifications

• SVQ Level 3 in Customer Care or relevant NHS admin experience.
• Experience in a busy contact centre or office environment.
• Excellent interpersonal and communication skills; strong organisation.

Responsibilities

• Print, collate and record referrals on PMS; identify urgent referrals for priority processing.
• Interpret medical terminology to direct referrals to the appropriate clinician/service.
• Identify patients to match referrals to their history; maintain accurate demographic details.
• Ensure CHI number is present at all times when registering or amending patients.

Skills

Customer Care

Administrative experience

Communication skills

Organisation and planning

Education

SVQ Level 3 in Customer Care

Tools

Patient Management System (PMS)

Job description

About The Organisation

Here at NHS Lanarkshire, we put the patient at the heart of everything we do. Each colleague within the organisation plays a key role in how we deliver our healthcare services.

Here at NHS Lanarkshire, we put the patient at the heart of everything we do. Each colleague within the organisation plays a key role in how we deliver our healthcare services. We proudly serve a population of 655,000 across rural and urban communities in both North and South Lanarkshire. NHS Lanarkshire is comprised of Acute Services (which currently provide hospital based services over 3 main sites), Corporate & Property & Support Services, North and South Lanarkshire Health and Social Care Partnerships which provide integrated primary healthcare and social care services to local communities and surrounding areas.

The Role

The Referral Management Service plays a key strategic Role in the delivery of out patient waiting time targets. The role of the patient scheduler is to accurately record and process the referral from point of receipt in the RMS on the Patient Management System and to schedule, in conjunction with the patient an appointment that meets both clinical priority, the relevant waiting time target and rules.

The working pattern for this role is Monday - Thursday 9am - 5pm, Friday 8.30am - 4.30pm.

Please note this is a fixed term post for 12 months. Where a post only has temporary funding and an existing member of NHS Lanarkshire staff wishes to apply, this will be treated as a secondment. The employee MUST already have written agreement from their line manager to be released on a secondment before applying for the post.

In This Key Role, You Will

• Ensure all referrals are printed, collated and recorded accurately on PMS and that urgent referrals are identified and processed as a priority.
• Interpret medical terminology to ensure the referral is directed to the most appropriate clinician/service.
• Undertake positive patient identification to ensure that the referral is matched to the correct patient’s previous history.
• Maintenance of accurate patient demographic details when registering or amending patients on PMS. Ensuring that the CHI number is present at all times.

What You'll Bring

• SVQ Level 3, Customer Care or relevant experience in an administrative role preferably within an NHS environment.
• Experience within a busy contact centre / office type environment.
• Excellent interpersonal and communication skills is essential.
• Excellent organisational, planning and critical thinking skills when scheduling patients across multiple sites.

What We Offer

As a valued employee of NHS Lanarkshire, you can enjoy an extensive range of benefits including:

• Annual Leave - 35 days including public holidays
• Generous NHS pension scheme
• Annual incremental salary progression
• Paid sick leave increasing with length of service
• NHS discounts and more.

NHS Lanarkshire is dedicated to building a diverse workforce where everyone can thrive, develop, and succeed based on their skills, knowledge, and talent - regardless of race, disability, gender, sexual orientation, or care experience* or any other dimension that can be used to differentiate people from one another.

• Care experienced applicants include those who have lived with foster parents, kinship carers, or in residential/secure children’s settings.

For informal discussion, please contact Laura Jarvie, Digital Immunisation & Training Manager on [e-mail].

If you have any questions about the recruitment process or require support with your application, contact Anna Zastawnik-Baran, Recruitment Administrator on [e-mail].

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.

Interested?

Full details about the role are provided in the attached Job Description and Person Specification.

Please review our Application Guidance which explain key information including closing dates, amendments, right-to-work requirements, sponsorship eligibility and important points to be aware of before submitting your application.

You can also learn more about working with NHS Lanarkshire by viewing our Information Pack.

Unless otherwise stated, the deadline for applications is 23:59 hours on the closing date. Please note, CVs will not be accepted.

This advert may close early if we receive a high number of applications, so we encourage you to apply early.