Endoscopy Booking Coordinator

6 months ago

London, United Kingdom Lewisham and Greenwich NHS Trust Full time

Band 3

Fulltime - 37.5 hours per week

We are looking for a new member of staff to join our existing Endoscopy Team at the Lewisham and Greenwich NHS Trust.

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 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, Therefore good and clear telephone manner is essential.

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 as and when required.

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.

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 that’s 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 Outpatient 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.

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