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.
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.
Following the redesign of our referral and appointment pathways we are seeking to appoint a clinic co-coordinator to join our team of administrators/co-ordinators secretaries and receptionists to support the delivery of our medical and multidisciplinary appointments.
Main duties of the job
As the first point of contact for parents, carers and professionals you will undertake a range of tasks such as, processing referrals using our RiO and ICare IT systems, arrange and book outpatient appointments, negotiating with parents/carers and health care professionals, deal with phone/email queries. In addition, you will also provide support to reception functions at Kaleidoscope.
Working for our organisation
Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
1. Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
2. Widening access (anchor institution) and employability
3. Improving the experience of staff with disability
4. Improving the EDI literacy and confidence of trust staff through training and development
5. Making equalities mainstream
Detailed job description and main responsibilities
• We pride ourselves in providing our staff with support and training opportunities. The division is supportive and works in line to the trust’s values and works together as a team to achieve priorities.
• To be the first point of contact by telephone for parents, carers and professionals and provide non-clinical information, arranging outpatient appointments, always dealing tactfully and sympathetically to members of the public and professionals due to the sensitivity of the nature of the calls received.
• To receive and process referrals.
• To input data onto RIO, (Community Paediatric information system)
• To liaise with the consultants and clinicians enabling effective arrangement of appointments and clinicians’ time.
• To process clinicians’ comments for each child onto RIO and ensure relevant actions are taken for each child to enable appointment to be made via the interactive worksheet.
• Request relevant medical history from other allied healthcare professionals.
• Be aware of WNB Policy and action WNB outcome in accordance with this policy and ensure written communication of outcome is sent to parent/carers/referrers.
• To ensure that contact letters and discharge letters are sent in a timely manner.
• Collate Paediatric Initial and Review statistics for paediatric consultant for regular monthly meeting.
• To liaise with Consultants and Associate Specialists and help with problem solving, prioritise the urgency as and when appropriate at times work on my own initiative.
• Book appropriate rooms for all clinic appointments.
• To ensure effective, efficient, and clear communication channels are always maintained with relevant professional colleagues.
• To be aware of existing processes and offer suggestions for improving services.
• To always maintain confidentiality.
• To be responsible for the day-to-day processing of incoming and outgoing mail and prioritise accordingly.
• To deal sensitively with enquires/complaints regarding the confidentiality policy.
• To participate in any training that is required.
• To provide cover for reception staff during periods of absence.
• To report any IT faults or any faults within Kaleidoscope accordingly.
Person specification
Essential criteria
6. Good general education, standard of numeracy and literacy.
7. Understanding of equal opportunities
8. Understanding the importance of patient confidentiality and booking management.
9. Ability to undertake specific training and deliver training to others
Desirable criteria
10. Knowledge of hospital-based IT systems – iCare/RIO
11. Computer literacy
12. Knowledge of waiting list targets and knowledge of clinical pathways to assist in determining the content of appointment letters and subsequent appropriate booking
Experience
Essential criteria
13. Experience of numerical and alphabetical filing systems
14. Able to demonstrate initiative and problem solving / analytical skills specially to ensure that waiting time targets are appointed appropriately
15. Able to demonstrate good verbal and written communication in relation to the complex issues associated with patient choice and national booking targets
16. Organised to prioritise workload and deal with matters independently to ensure that waiting list targets are achieved
Desirable criteria
17. Experience of booking patients onto a health care appointments system – iCare/RIO
18. Experience of booking patient data to achieve national waiting list targets
19. Knowledge of the 18-week RTT pathway
20. Experience of working within an NHS environment
We reserve the right to close the post before the stated closing date, please apply early. We do not contact applicants with the outcome of the shortlisting. If you have been shortlisted, you will receive an invite to an assessment day or interview.
As a local employer and anchor institution we work closely with our community to recruit locally and we welcome applications from the widest variety of people to ensure our workforce are reflective of the local communities which we serve. We encourage all suitable candidates to apply including if you are Black, Asian or other ethnic minorities, live with a disability (visible or not) or are LGBT+. We have a number of active staff networks including Disability, LGBT+, Multicultural Inclusion and Women’s staff networks to bring staff together and celebrate diversity across our whole workforce.
Please note, not all roles will meet the criteria for a skilled worker visa.
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.