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The Role

The department provides a full range of professional administrative, secretarial and clerical services which support clinical staff to deliver high quality, efficient and effective patient-centred care within Acute Services, in line with local and national standard.

Duration, Location, and Working Pattern

- Location: Queen Elizabeth University Hospital / Gartnavel General Hospital
- Permanent Contract
- Full time Position (36 hours per week)
- Shift Pattern Monday - Friday 8-4

Key Responsibilities Waiting List Management

- Lead local waiting list administration in line with Treatment Time Guarantee, Patients’ Rights Act, and relevant legislation.
- Monitor and analyse waiting list data to identify and address potential issues promptly.
- Review and validate availability/unavailability status codes to ensure compliance with national and local targets.
- Ensure breach dates are accurately recorded for inpatient, day surgery, and outpatient lists.
- Optimise theatre utilisation and identify potential breaches daily.
- Work collaboratively with other Waiting List Managers to ensure patients are treated within targets.
- Prepare regular and ad‑hoc reports on waiting numbers, waiting times, and theatre utilisation.
- Supervise and analyse inpatient, outpatient, return, and repeat waiting lists in line with TTG targets.
- Review demand against available capacity and escalates capacity shortfalls.
- Develop, implement, and monitor in‑house and external waiting list initiatives.
- Support capacity planning, clinic set‑up, cancellations, reductions, rescheduling, and gap clinics.
- Complete audits to ensure TTG compliance.

Staff Management & Leadership

- Provide day‑to‑day line management of administrative and secretarial staff within budget.
- Lead recruitment, performance management, PDPs, attendance, conduct, and payroll processes.
- Drive service improvement by streamlining administrative processes and adopting innovative approaches.
- Ensure patient administration standards and developments are effectively communicated.
- Oversee training, development, and statutory/mandatory training compliance for staff.
- Promote a patient‑centred care ethos and positive workplace behaviours.
- Act as a role model for NHSGGC values, professionalism, dignity, and respect.

General Duties

- Proactively manage the department,



resolving service delivery issues and disputes.
- Support professional development of patient administration services across NHSGGC.
- Work collaboratively with governance and administration colleagues to implement best practice.
- Contribute to workforce planning and review workforce information reports.
- Implement SOPs, KPIs, and monitor performance, taking corrective action where required.
- Support introduction of new technologies and oversee data quality, reporting, and statistics.
- Provide cross‑cover and maintain effective communication with peer managers.
- Investigate and respond to complaints, escalating where necessary.
- Share responsibility for Health & Safety compliance within the office environment.
- Comply with GDPR, Access to Health Records legislation, and confidentiality requirements.
- Participate in service improvement groups and undertake duties as directed by senior managers.

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

- Significant administration management experience within a NHS Acute Hospital environment with detailed knowledge (Diploma level) of the full range of patient administration procedures and practices.
- Previous experience and the ability to demonstrate effective supervision of administrative and clerical staff directly involved in patient administration.
- Previous experience and the ability to demonstrate direct involvement with the management of acute patient waiting lists to deliver Treatment Time Guarantee targets to time.
- Understanding the requirements of clinicians and senior managers.
- Experience in managing staff across a number of sites. Excellent IT skills.
- Knowledge of GDPR and patient confidentiality requirements.
- Knowledge of NHS data standards and definitions and NHS information management systems.
- Experience of Medical Records procedures. Excellent time management skills with the ability to manage a number of simultaneous tasks, often under pressure.




- Excellent communication and interpersonal skills to exert influence and develop constructive working relationships with a wide range of clinical and non‑clinical staff and patients.
- Self‑motivated with an ability to work on own initiative or as part of a team.

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.

Benefits

- 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.
- 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.

Working Hours Policy

From 1 April 2026, the Agenda for Change full‑time working week will reduce from 37 hours to 36 hours. Part‑time working hours will be reduced on a pro‑rata basis. A corresponding increase in the hourly rate will apply, ensuring that overall pay remains unchanged.

Flexible Working

NHS Greater Glasgow and Clyde recognises the importance of work‑life balance and is committed to offering a range of adaptable 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.

Equality, Diversity and Inclusion

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.

Armed Forces Covenant

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.

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