Job summary
- Main area
- Endoscopy
- Grade
- Band 3
- Contract
- Fixed term: 12 months (Maternity Cover)
- Hours
- Full time - 37.5 hours per week (Monday - Friday 9-5)
- Job ref
- 197-R-LC8662
- Employer
- Lewisham and Greenwich NHS Trust
- Employer type
- NHS
- Site
- Lewisham Hospital
- Town
- Lewisham
- Salary
- £25,760 - £27,476 Inclusive of HCAS
- Salary period
- Yearly
- Closing
- 03/09/2026 23:59
Employer heading
Endoscopy Booking Coordinator
Band 3
Please refer to the Applicant Guide via this link for key information:- Applying to LGT Guide - Key Information for Applicants
Lewisham and Greenwich NHS Trust, (LGT), is a community-focused provider of local and acute care, delivering high-quality services to over one million people living across the London boroughs of Lewisham, Greenwich, and Bexley. We provide whole-life care and are here to support our communities to live healthier lives as well as taking care of them when they need us the most.
Employing almost 7,500 colleagues, affectionately known as Team LGT, we provide services at Queen Elizabeth Hospital in Woolwich, University Hospital Lewisham, and at over a dozen community settings in Lewisham. We also provide some services at Queen Mary’s Hospital in Sidcup.
We have recently launched our new vision and values to mark the LGT10 – the tenth anniversary of our Trust forming in 2013. Our trust vision is to be exceptional. In the quality of our patient care; our support for colleagues; and in the difference we make through our partnerships and in our communities.
To achieve this we value Respect, Compassion, and Inclusion; Being accountable over staying comfortable; Listening over always knowing best; and Succeeding together over achieving alone. You can read more about our visions and values here
Our hospitals and community sites provide a wide range of inpatient and outpatient services, as well as emergency and planned care. The Trust is rated as “good” or “outstanding” in over three-quarters of the services inspected by the Care Quality Commission.
Every year our work includes performing 10,000 procedures in our theatres; bringing seven and a half thousand new lives into the world; carrying out 570,000 visits to patients in their homes or communities and providing emergency care for more than 300,000 patients arriving in our busy Urgent and Emergency Departments.
LGT is a centre for the education and training of medical students enrolled with King’s College London’s GKT School of Medical Education. We are a training centre for nurses, midwives and allied health professionals. We are pioneering new roles that will support the changing needs of our patients and are one of the largest employers of physician associates in the country.
We are committed to working with our partners to deliver the best outcomes for our local communities. This means playing an active role in the South East London Integrated Care System (ICS), and in formal partnerships including the South East London Acute Provider Collaborative, provider partnerships with our local mental health trusts and borough-based boards of the ICS in Bexley, Greenwich and Lewisham.
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.
Working for our organisation
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.
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
Person specification
Qualifications
Essential criteria
- GCSE level Maths and English.
- NVQ Level 3 in Healthcare, Customer Care or Business Administration
- Competent in using software packages including Microsoft word, Outlook and Excel, Cerner(Icare)
Experience
Essential criteria
- Experience of working in the NHS or similar health care environment.
- Proven knowledge and experience of booking complex clinic or diagnostic tests
- Ability to work as part of a team, independently and able to prioritise workload
Desirable criteria
- Experience of working with hospital databases.
Communication
Essential criteria
- Able to communicate accurately and effectively with patients and colleagues in person, verbally and in writing
- Able to use Word and Excel programmes confidently
- Able to support and reassure patient/carers in distress
- Understanding importance of maintaining confidentiality
Personal Development
Essential criteria
- Demonstrate understanding of own role within the team.
- Willing to produce a personal development plan with manage
- Willing to develop self and undertake in house study
Service Improvment
Essential criteria
- Able to carry out administrative and clerical duties appropriate to the work area.
- Able to lead on service improvement initiative in local environment.
Quality
Essential criteria
- Demonstrate sound understanding of what constitutes a high quality service for patients and ensure junior staff are made aware of this.
- Willing to be responsible for managing resources efficiently and effectively
- Able to report problems as they arise and solve them
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.
Application numbers
We recommend applying as early as possible to avoid missing out. All applications received before the cap is reached will be considered equally and assessed against the person specification.
Documents to download
Further details / informal visits contact
- Name
- Dani Picton-Owen
- Job title
- Assistant Service Manager
- Email address
- [email protected]
- Telephone number
- 07385226126
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