Endoscopy Booking Coordinator
Job Description
Job summary
The Endoscopy Department is looking for motivated, organised individuals to join their friendly team. You will work as part of this team to ensure that patients are booked to attend hospital in a timely and efficient manner, making the process as smooth as possible for patients and clinicians.
This is an exciting time to join a growing department. The role of the Endoscopy Co-ordinator requires you to cover Reception within the Endoscopy Unit and Endoscopy booking at the Queen Elizabeth Site during times of annual leave or other absences. Duties will include contacting patients to arrange appointments for procedures and booking pre-assessments' on the Icare system, checking confidential information, liaising with patients, medical staff, nursing Staff both face to face and over the phone, this will include the booking of all patients across Lewisham and Greenwich NHS Trust, Therefore good and clear telephone manner is essential.
Main duties of the job
To provide a comprehensive administrative and efficient admission service for all patients referred to Endoscopy. To support the Endoscopy supervisor to ensure the service meet current trends in capacity and demand. To accurately book patient appointments, monitor patient's results and maintain patient records, providing an efficient and friendly service. To support the Endoscopy supervisor with service improvements, development and implementation as necessary. Support Reception and QEH booking team as and when required.
About us
Lewisham and Greenwich NHS Trust is a community focused provider of local and acute care, providing high quality services to over one million people living across the London boroughs of Lewisham, Greenwich and Bexley. With a turnover of around £700 million, we provide services at Queen Elizabeth Hospital in Woolwich, University Hospital Lewisham and a range of community settings in Lewisham. We also provide some services at Queen Mary's Hospital in Sidcup.
As an organisation, we've made significant improvements for patients and staff in the last two and-a-half years. This is reflected in our most recent Care Quality Commission (CQC) inspection (from February 2020), which found improvements across the organisation and gave us an improved rating of "Good" in the Well-Led and Effective domains, in addition to the rating of "Good" that we had already achieved in the Caring domain. Our staff culture change programme has been key to the Trust's improvement journey, as we've stabilised our workforce by reducing vacancy rates and improving staff retention. We've also significantly increased the representation of minority ethnic leaders across our clinical and corporate teams.
Job responsibilities
Ensure that patients and visitors are well informed and that messages are communicated promptly.
To schedule elective appointments contacting patients offering them appointments for pre-assessments and Endoscopy procedures agreeing a time and date.
To use the 18 week Referral to Treatment guidance to manage the elective patient appointments.
To book to the maximum capacity the theatre list. This will involve proactively looking to fill late or cancellations in order to maximise capacity.
To ensure thats nurses are made aware of any interpreters that need to be book.
Provide a courteous, professional and efficient point of contact for patients and stakeholders face to face and over the telephone at all times.Ensure all patient demographic details are checked with the patient and any amendments\corrections are updated on Cerner (iCare) before patients attend clinic.
To maintain the bookshelf in Cerner (iCare) and ensure all clinics activity is outcomed and cashed up within twenty four hours. Chase missing outcomes from clinical staff and update the DNAs. (Reception Duties)
Ensure that all waiting list requests are added to the waiting list within two working days of receipt of request.
Ensure that each patient is treated as an individual and their individual needs are met (i.e. appropriate support is in place for their appointment such as interpreting support).
To be in guidance of government guidelines re cancer pathways and RTT within 18 Weeks.
To take telephone calls from patients, health care professionals and general public. To deal with general queries in a timely and professional manner.
Ensure that the Patient Access Policy and other Trust policies are adhered to at all times.
Ensure 2WW referrals are dealt with in line with agreed protocols and escalated accordingly.
Ensure all patient initiated pauses to appointment or admission dates are recorded accurately and in real time on Cerner (iCare).
Escalate any appointments that cannot be booked to the Endoscopy Supervisor in the first instance.
Escalate any complaints or incidents that arise in relation to Endoscopy appointments to Endoscopy Supervisor.
Support the Endoscopy Supervisor to investigate any breaches of the above standards.
Person Specification
Qualifications
Essential
- GCSE level Maths and English.
- NVQ Level 2 in Healthcare, Customer Care or Business Administration
- Competent in using software packages including Microsoft word, Outlook and Excel, Cerner(Icare)
Experience
Essential
- Experience of working in the NHS or similar health care environment.
- Proven experience of working in an office environment.
- Demonstrable knowledge of administration procedures and a high level of competence acquired through both training and experience
Desirable
- Experience of working with hospital databases.
communication
Essential
- Able to communicate accurately and effectively with patients and colleagues verbally and in writing.
- Able to follow instruction and complete assigned tasks.
- Able to deal with the public in person and on the phone
- Able to support and reassure patient/carers in distress
- Understanding importance of maintaining confidentiality
Personal Development
Essential
- Demonstrate understanding of own role within the team.
- Willing to produce a personal development plan with manage
- Willing to develop self and undertake in house study
Service Improvment
Essential
- Able to carry out administrative and clerical duties appropriate to the work area.
- Able to lead on service improvement initiative in local environment.
Quality
Essential
- Demonstrate sound understanding of what constitutes a high quality service for patients and ensure junior staff are made aware of this.
- Willing to be responsible for managing resources efficiently and effectively
- Able to report problems as they arise and solve them
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
Lewisham and Greenwich NHS Trust
Address
Lewisham Hospital
Lewisham High Street
Lewisham
SE13 6LH
Employer's website
https://www.lewishamandgreenwich.nhs.uk/ (Opens in a new tab)
