The Endoscopy Department is seeking a motivated and organised individual to join its friendly and dedicated team. The successful candidate will play a key role in ensuring patients are booked for hospital appointments in a timely and efficient manner, helping to provide a smooth and positive experience for both patients and clinicians.
This is an exciting opportunity to join a growing service. As an Endoscopy Co-ordinator, you will be responsible for supporting both the Endoscopy Reception and Booking Office at the University Hospital Lewisham site, providing cover during periods of annual leave and staff absence. Key responsibilities include contacting patients to arrange endoscopy procedures and pre-assessment appointments, managing bookings through the Cerner (iCare) patient administration system, handling confidential patient information, and liaising effectively with patients, medical staff, and nursing teams both face-to-face and over the telephone.
The role involves coordinating appointments for patients across Lewisham and Greenwich NHS Trust, requiring excellent communication, organisational, and customer service skills. A professional and clear telephone manner is essential, along with the ability to work accurately in a busy environment while maintaining a high standard of patient care and confidentiality.
To provide a comprehensive, efficient, and patient-focused administrative service for all patients referred to the Endoscopy Department. The post holder will support the Endoscopy team in managing patient pathways effectively, ensuring services meet current capacity and demand requirements while delivering a high standard of care and customer service.
The role involves accurately booking and coordinating patient appointments, maintaining patient records, monitoring patient pathways and outcomes, and ensuring patients receive timely access to diagnostic and treatment services. The post holder will work closely with clinical and administrative colleagues to provide a seamless patient experience and support the delivery of key performance targets.
In addition, the successful candidate will assist the Endoscopy Supervisor in the development, implementation, and continuous improvement of departmental processes and services. They will also provide support to the Endoscopy Reception and cross-site booking teams as required, ensuring service continuity across Lewisham and Greenwich NHS Trust.
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.
Schedule elective Endoscopy and Pre-Assessment appointments, contacting patients to agree suitable dates and times while ensuring compliance with 18-week Referral to Treatment (RTT) targets.
Manage and maximise theatre and procedure list capacity by proactively filling cancellations and late vacancies.
Ensure patients, visitors, and stakeholders receive accurate, timely information and excellent customer service both face-to-face and over the telephone.
Verify and update patient demographic information on Cerner (iCare) to maintain accurate patient records prior to clinic attendance.
Maintain Cerner (iCare) clinic bookshelves, ensure clinic activity is appropriately outcomed and cashed up within 24 hours, and follow up outstanding outcomes with clinical staff.
Process and manage waiting list requests within agreed timescales, ensuring all additions are completed within two working days.
Coordinate appointment support requirements, including arranging interpreters and other reasonable adjustments to meet individual patient needs.
Monitor patient pathways in line with RTT, cancer pathway, and government waiting time standards.
Handle enquiries from patients, healthcare professionals, and members of the public in a professional, courteous, and timely manner.
Ensure compliance with Trust policies, including the Patient Access Policy and associated operational procedures.
Process and monitor Two Week Wait (2WW) referrals in accordance with agreed protocols, escalating concerns when necessary.
Accurately record patient-initiated pauses and pathway changes in real time on Cerner (iCare).
Escalate booking issues, complaints, incidents, and potential pathway breaches to the Endoscopy Supervisor and provide support in investigations and resolution.
Work collaboratively with clinical and administrative teams to support effective service delivery and achievement of performance targets.
Skills Demonstrated
Appointment Scheduling and Patient Pathway Management
RTT and Cancer Target Monitoring
Cerner (iCare) Patient Administration System
Waiting List Management
Customer Service and Patient Communication
Data Accuracy and Record Management
Complaint Handling and Escalation
Capacity Planning and Theatre Utilisation
Team Collaboration and Stakeholder Engagement
NHS Patient Access Policies and Procedures
