Healthcare Call Handler & Reception Assistant - Phlebotomy SPoA in Glasgow

About the role

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.

An opportunity has arisen for a Call Handler to join the Admin Team supporting Phlebotomy Single Point of Access (SPoA). The SPoA provides a referral and call management service to the Phlebotomy Service across Glasgow City. The service supports staff across many bases within Glasgow City and is the first point of contact for all telephone calls and referrals, including electronic, into the Phlebotomy service.

The post is within a busy call centre environment and is responsible for answering all calls as well as completing outbound calls, ensuring that all referrals are input into the electronic patient information system accurately and timely, the onward transmission of referrals and/or messages, triage of patients as appropriate and appointment booking for the Phlebotomy service.

Duration, location, and working pattern

This is a permanent post of 36 hours per week. Based in one location at the Adelphi Centre in the Gorbals area of Glasgow. The shift pattern is Monday to Friday, 8:30 am – 4:30 pm, with an early finish once a week at 4 pm.

Key responsibilities

• Deal with telephone and face‑to‑face enquiries received from service clients, members of the public and other staff members, responding to these or redirecting to another team member as required.
• Receive visitors (including patients and members of the public) to the premises in a polite and helpful way in accordance with local procedures.
• Provide a reception and clerical function to one or more office bases as required, respecting confidentiality at all times.
• Where applicable, communicate with local schools on a regular basis to obtain information on the movement of pupils from schools on behalf of School Nurses.
• Book rooms using electronic or paper formats and ensure that non‑clinical rooms are set up appropriately.
• Book interpreters as required for clinical appointments and meetings.
• Arrange and amend appointments for patients both face‑to‑face and by telephone.

Mail responsibilities

• Receive and arrange the distribution of mail.
• Process mail for dispatch using the appropriate method (e.g., internal, royal mail or courier).
• Monitor e‑mail accounts as required and take appropriate actions.
• Receive deliveries and ensure that they are passed to the appropriate recipient.

Knowledge, training, qualifications and/or experience required

• Good communication skills
• Excellent keyboard skills
• Ability to work well under pressure
• Adaptability
• Customer care focused
• Good telephone skills
• Helpful and pleasant manner
• Excellent team working skills
• Previous experience of a call centre or similar work desirable.

The post-holder must be reliable and flexible to meet the needs and demands of the service.

What 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.
• 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.

Flexible working

NHS Greater Glasgow and Clyde 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, we encourage applications from individuals seeking flexible working arrangements. Flexible working will be included as a topic of 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.