Endoscopy Booking Coordinator

Job overview

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.

Main duties of the job

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.

Detailed job description and main responsibilities

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

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.