ESR Coordinator

Job overview

(Secondment 1 year) The purpose of the Appointments and ERS Coordinator is to be the point of contact for patients to book and change appointments and answer queries from patients with regards to their hospital appointment. They are responsible for the management of patient appointments and should be proficient in the use of the hospital booking systems including ERS and Medway and be prepared to be trained in all future technology.

You should ensure ERS referrals and internal referrals are processed appropriately and manage and escalate the appointment slot issues (ASI’s) generated through the E-Referral system to your Team Leader. They should also address and action appointment changes and requests made by the patient using the appointments phone line, the email service ‘My Appointment’ or the Envoy text messaging service.

The Appointments and ERS Administrator should support the services and Team Lead’s with adjustments to Outpatient clinics on the local Medway system including the cancellation, reduction, reinstating and/or re-profiling of clinics.

All new and follow up appointments should be processed according to the Trust policies and department procedures.

Main duties of the job

The ERS (electronic referrals) Coordinator is responsible for uploading and booking all new patient referrals into the Chronic Pain Service. The post holder must ensure clinicians undertake triage of all New referrals into the service and be responsible for uploading triaged referrals onto Careflow with the relevant information. The post holder is responsible for ensuring all first appointments are booked within the national RTT (referral to treat) NHS guidelines and must ensure they are using the PTL (patient tracking list) to maintain this. The post holder will be responsible for highlighting any capacity issues to the Patient Pathway Manager in a timely manner.

Working for our organisation

We provide care for the residents of three diverse London boroughs. Most of our 7,800 permanent staff live in Barking and Dagenham, Havering and Redbridge and the majority are from black, Asian and minority ethnic groups. We also provide healthcare services to people in south west Essex, and specialist neurosciences services to the whole of the county.

Our services include all the major specialties of large acute hospitals and we operate from two main sites - King George Hospital in Goodmayes and Queen’s Hospital in Romford. We have two of the busiest emergency departments in London – more than 300,000 people visited our A&Es in 2023. We also provide outpatient services at Brentwood Community Hospital, Barking Community Hospital, Loxford Polyclinic, and Harold Wood Polyclinic.

We’re pleased to be leading the way in wait to get the treatment they need. The Elective Surgical Hub at King George Hospital is one of eight to be ; the Care Quality Commission has raised the ratings for at Queen’s and King George hospitals; and showed that the Trust was the most improved in 2023 for reducing waits for emergency care. 

We are particularly proud of our regional Neurosciences Centre; Radiotherapy Centre; Hyper Acute Stroke Unit; and dedicated breast care service at King George Hospital. We’re also part of the .

Detailed job description and main responsibilities

For further information on this role, please see the attached detailed Job Description and Person Specification.

The person specification listed below is not the full specification requirements for the role. Please ensure you review the full specification on the job description prior to submitting your application.

Applicants are advised to read all the information on the advert and the supporting information before completing and submitting an application. As you complete your application please ensure you clearly demonstrate how you meet the criteria in the person specification for this post by adequately completing the supporting information section of the application form.

All new staff appointed at the Trust are subject to a probationary period.

Person specification

Education/Qualifications

Essential criteria

5 GCSES grade C or above or equivalent experience

Skills/Abilities

Essential criteria

Excellent customer service skills

Knowledge/Experience

Essential criteria

Knowledge of NHS waiting time targets

Desirable criteria

Be able to use careflow Experience using ERS Be able to track patients against our PTL

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

---