Rescheduling/follow-up Co-ordinator

Rescheduling/Follow up Coordinator - Outpatients Department - Lewisham and Greenwich NHS Trust

**Based**: University Hospital Lewisham

Outpatients Department are looking for a highly motivated, organised, enthusiastic team orientated individual to join our Rescheduling team at Lewisham Hospital.

You will be a key member of the Rescheduling team, working closely with Service Managers, Assistant Service Managers, Medical Secretaries and Consultants to ensure clinics are correctly created, closed and patient’s appointments rescheduled in line with Service requests.

It is essential that you are organised, ability to prioritise own workload and work well under pressure. You will need to have evidence in using the trusts Cerner system, experience of using iCare will be needed and knowledge of 18 week RTT rules. Applicants must have a keen eye to detail and a willingness to learn.
- To undertake a lead role in dealing with all aspects of rescheduling and profiling on the Trust PAS system.
- To ensure all government guidelines with regard to the Trust’s elective waiting times are adhered to at all times.
- To highlight to service management teams potential breaches when rescheduling patient appointments.
- To support the delivery of a cost effective and patient focused rescheduling and follow up appointment booking service in line with the Trust’s strategic direction and service plan.
- To book follow up appointments from outpatient waiting lists as directed for all services.

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.

**Post Title**: Rescheduling/Follow up Coordinator

**Grade**: Band 4

**Hours**: 37.5 hours per week

**Department**: Allied Clinical Services

**Responsible to**: Outpatient Manager

**Accountable to**: Outpatient Service Manager

Main Purpose of Post

To undertake a lead role in dealing with all aspects of rescheduling and profiling on the Trust PAS system.

To ensure all government guidelines with regard to the Trust’s elective waiting times are adhered to at all times.

To highlight to service management teams potential breaches when rescheduling patient appointments.

To support the delivery of a cost effective and patient focussed rescheduling and follow up appointment booking service in line with the Trust’s strategic direction and service plan.

To book follow up appointments from outpatient waiting lists as directed for all services.

Main

**Responsibilities**:

- To understand and ensure that procedures with regard to measuring and recording waiting times are in line with the Department of Health.
- To be responsible for checking information systems used throughout the Trust to support the planning, development, provision and review of Outpatient booking and appointment services.
- To support initiatives - particularly electronic booking and information systems - ensuring knowledge of the duties required for the post.
- To be an experienced Trust PAS user, to troubleshoot for the department and investigate in depth any problems around clinic set up and rescheduling as well as data inaccuracies by referring to information systems and patient records.
- To keep an up to date record of all clinic cancellations and changes for audit purposes.
- Implement and manage firebreak clinics to reduce the need to reschedule patients more than once. Any patient who is rescheduled more than once should be contacted so that an explanation can be given and a future appointment arranged.
- To have a good understanding of individual consultants, specialties and clinical pathways.
- Be fully proficient on all patient information systems throughout the Trust in order to extract information and monitor a patient’s pathway.
- Liaise with internal and external healthcare professionals and departments in the course of investigations into potential breache