Patient Scheduler - Digital Vaccination Contact Centre

NHS Lanarkshire's Vaccination Programme is an exciting and developing service which has been established as part of the Scottish Government's response to the Covid-19 pandemic in 2020. The programme of work is expanding and now includes various strands in line with the vaccination requirements for the health board. The post holder will take inbound calls from the public in regards, to appointment queries. Some outbound calling to patients may be required where necessary along with dealing with mailbox enquiries. This is a rapidly expanding service which requires a flexible approach to the day to day work plans and an ability to communicate effectively with all stakeholders including senior management, operational staff in community and secondary care and the wider public. You will contribute to the development and operational delivery of a wide range of projects and programmes in line with the delivery of Vaccination Service and under the leadership of the Immunisation. You will be part of a team of 10 staff within our Digital Vaccination call handling team., Please note for all vacancies where a driving licence is required this must be a full UK/EU/EEA licence. NHS Lanarkshire has a legal obligation to ensure that it does not employ any worker who has not been granted the relevant permission to work in the UK. We are required to check the entitlement to work in the UK of all prospective employees, regardless of nationality or job category. UK Visas & Immigration rules are available at www.bia.homeoffice.gov.uk. Prospective applicants are encouraged to check eligibility in advance of applying for vacancies in NHS Lanarkshire. From 1 April 2024, the working week for NHS Agenda for Change workers in Scotland will be reduced. Full-time hours will reduce from 37.5 to 37 hours (pro rata for part-time staff) without loss of earnings. NHS Lanarkshire will implement this change but it may not be possible to fully transition from 1 April and there may therefore be some areas of the organisation where implementation may take longer. If the department is currently unable to safely accommodate the reduced hours from 1st April, you may be required to work 37.5 hours per week until the department can meet the requirements without impacting patient safety - you will, of course, be remunerated accordingly. NHS Lanarkshire is committed to full implementation of the 37 hour working week across all areas as soon as it is safe to do so.

• SVQ Level 3, Customer Care or 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
• Specialist knowledge of clinical services, waiting time procedures and processes
• Ability to handle and prioritise work, including matters of a highly confidential and sometimes sensitive nature
• Proficient IT skills which include a good working knowledge of Microsoft Excel as an analytical and operational tool
• Knowledge of confidentiality and data protection rules
• Understanding of Medical Terminology
• Understanding of a range of work procedures, all of which are non-routine, requiring an intermediate level of theoretical knowledge, Administrative experience gained in an NHS environment
• NHS referral and appointment systems experience
• Understanding of the benefits of booking across hospital sites
• Knowledge of outpatient waiting times and New Ways/procedures
• Customer care skills
• Ability to maintain concentration within a busy office environment
  
  Have you always wanted to work with NHS Lanarkshire? Then this might be the opportunity for you to join Team Lanarkshire!
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.


• Membership of NHS Pension Scheme, with life insurance benefits (for more information on the NHS Pension Scheme visit the Scottish Public Pension)
• Paid sick leave increasing with length of service
• Occupational health services
• Employee counselling services
• Work-life Balance policies and procedures
NHS Lanarkshire have a range of support services on topics that can impact both on your working and personal life including occupational health, spiritual care and independent counselling. This support can be accessed using the links on this page.