Patient Scheduler - Digital Vaccination Contact Centre

The Role

NHS Lanarkshires Vaccination Programme is an exciting and developing service which has been established as part of the Scottish Governments 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.

NHS Lanarkshire

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.

What we'll need you to bring

• 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

It would be great if you also have

• 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

Contract type

Fixed Term or Secondment until 20/09/2025

Part  time 

26.7 hours

Please note this is a part time post and the salary for this position will be pro-rata.

Location and Working Pattern

This role will be based in Digital Vaccination Contact Centre within Kirklands - NHSL Headquarters

Looking to find out more?

If youre looking to find out more, then we would love to hear from you!

Please contact Laura Jarvie, Digital Immunisation & Training Manager on laura.jarvie@lanarkshire.scot.nhs.uk or Alison Lang, Team Leader, on alison.lang2@lanarkshire.scot.nhs.uk

For enquiries regarding the application form or recruitment process, please contact Lynn Deas, Recruitment Administrator on  Lynn.deas@lanarkshire.scot.nhs.uk(Please remember to include the job title and reference number in your email)

Why NHS Lanarkshire?

Join us and you will discover a supportive environment where you will have the chance to add to your skills and further your career.

Some of NHS Lanarkshires benefits include:

• A minimum of 27 days annual leave increasing with length of service

• A minimum of 8 days of public holidays

• 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.

Further Information

For more information on the role, please refer to the Job Description. If youre looking for more information on the recruitment process, organisation or the services we provide, please refer to our information pack, or our recruitment webpage.