Job Purpose

To provide comprehensive, customer-focused administrative support to ensure the efficient and effective operation of the Glasgow Royal Fertility Clinic (GRFC), part of the Assisted Conception Services (ACS) at Glasgow Royal Infirmary (GRI).

Main Duties and Responsibilities

1.   To deliver a high standard of customer service and be the first point of contact for all enquiries to GRFC via web, email and telephone.

2.   To deliver a range of administrative activities ensuring an effective and efficient service is provided.

3.   Work independently to schedule patient appointments which will involve providing case note updates and medical staff instructions/requests. Ensure accuracy of records in both paper and digital formats by cross-referencing, and handling the procurement of supplies for patients, consultants, and NHS colleagues. Ensuring strict confidentiality and full compliance with GDPR regulations at all times.

4.   Ensure all necessary paperwork, including case notes, consents, and e-consents, are made available on the appropriate platforms or files for medical staff and consultants ahead of pre-arranged appointments, whether in person or virtual.

5.   On a rotational basis (approximately every alternative week), provide reception support at GRFC’s clinic (up to approx. 7pm) welcoming patients on arrival and keeping medical/nursing staff informed of arrivals / departures.  Ensure case notes/files and relevant paperwork is suitably and timeously updated after appointments.

6.   Prepare patient invoices for treatment and arrange refunds as required via pay systems (including electronic).  Send receipts to patients with accurate information/instructions regarding booking treatment at the ACS.

7.   Co-ordinate patient updates and requests for information, escalating as necessary and appropriate to nursing team/consultants/managers etc.

8.   To regularly maintain and update systems and software packages as required (e.g., MS Office, Agresso, Core, IDEAS, TrakCare, QPulse, IVF Scotland).

9.   Undertake any other administrative duties assigned by the New Lister Building Manager in relation to the successful operation of UoG’s services at GRFC, and across the School of Medicine, Dentistry and Nursing.

Knowledge, Qualifications, Skills and Experience

Knowledge/Qualifications

Essential

A1 Scottish Credit and Qualification Framework level 5 or 6 (National 5 or 6, Scottish Vocational Qualification level 2 or 3) or equivalent, and experience of personal development in a similar role OR ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role.

A2 Excellent knowledge of current IT packages including Word, Excel, outlook and databases.

Skills

Essential

C1 Strong interpersonal skills with the ability to demonstrate a positive, professional approach to communication across all channels—whether in person, by phone, or email.

C2 Proven administrative skills in a clinical/patient care setting.

C3 Ability to work under pressure, effectively prioritising a busy workload while adapting to changing priorities.

C4 Maintain a high standard of professional service for patients, staff, and medical professionals at all times.

C5 Proactive and self-driven, with the ability to plan ahead, work independently, and collaborate effectively within a team.

C6 Excellent attention to detail (e.g. accuracy and precision when coordinating appointments)

C7 Adaptable and positive, with a flexible approach to navigating business changes.

Desirable

D1 Commitment to continuous personal improvement.

Experience

Essential

E1 Previous experience in a similar role with above qualifications OR evidence of progression and development gained through extensive experience in a support role.

E2 Experience of working in a similar clinical setting and/or environment.

E3 Proven experience in handling confidential patient matters and information with tact and discretion.

Terms and Conditions

Salary will be Grade 4, £23,881 - £26,338 per annum.

2 positions available. These posts are full time and fixed term for up to 24 months.

Location: Glasgow Royal Infirmary.

Please note, the working hours include the need to provide administrative support during the festive shutdown period, specifically between Christmas and New Year (usually 27–31 December). Further details can be discussed at interview stage.

As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.

As a valued member of our team, you can expect:

1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.

2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension , benefits and discount packages.

3 A flexible approach to working.

4 A commitment to support your health and wellbeing.

We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community here.

We endorse the principles of Athena Swan and hold bronze, silver and gold awards across the University.

We are investing in our organisation, and we will invest in you too. Please visit our website https://www.jobs.gla.ac.uk/benefits-salary-and-flexible-workingfor more information.

Closing date: 23:45 on Wednesday 11th June 2025