Job Description

• To take on specialized responsibility for multiple specialties on a rotational basis
• To answer all written and telephone queries, and resolution within specified timescales, recording and reporting the query details on PAS and response times will be part of this role.
• To highlight referrals that require urgent attention and deal with them properly. This can sometimes involve discussions with the clinical teams directly to arrange where the patient needs to be booked. 
• Ensure the referrals are registered in the order of receipt and within timescales specified
• Ensure the vetting SLA is being met
• To proactively record, analyze and report on Outpatient Demand vs Capacity figures (paper and eReferral Service) to ensure all capacity issues are highlighted to Service managers within the timescales agreed
• To analyse and action the reports of the appointment reminder system
• To respond to and guide the team with complicated queries
• To run the ‘Short Notice’ patients lists for respective specialties and manage their bookings to improve clinic utilization
• To work independently to defined policies and procedures, managing own workload, record and solve issues.
• Escalate complex issues and share ideas / suggestions to the Coordinator and Deputy Head of Patient Access
• To receive, log and process Clinic cancellation requests as per the guidelines
• Facilitate the Outpatient Capacity and Demand by ensuring all available clinics are utilized fully
• Ensure patients with multiple cancellations are escalated to appropriate clinician following the Patient Access Policy, and liaise with clinicians, service manager and GP to ensure patient safety.
• Attend new training for the PAS system and all systems used as part of the department processes when new modules/changes/upgrades are being implemented.
• To carry out any other duties that may reasonably be required by the departmental managers
• The job description and person specification may be reviewed on an on-going basis in accordance with the changing needs of the Department and the Organization
• Monitor clinics daily to ensure all vacant slots / Clinics under their specialties are fully utilized in order to improve clinic efficiency and access times.
• To deal with all incoming calls, cancelling/re-arranging appointments and redirecting callers as required.
• To manually send out correspondence in the event of printer/system failure.
• To step-up and cover for Department coordinator in their absence, i.e. ordering stock from eProcurement, manage staff absences and workload distribution.
• Download and action the appointment reminder reports from relevant system for cancelled and changed appointments, to identify and communicate and liaise with various departments to re-book high priority appointments.
• To plan their workload on daily and weekly basis and ensure all services are Patient / customer focused and use customer services skills to provide excellent quality services
• Be able to alter planned workload at short notice to accommodate frequent changes, stay focused during frequent interruptions and competing demands.
• To ensure that all queries are dealt with in an efficient, helpful and courteous manner, and escalate unpleasant or distressing calls to department management.
• To ensure that the confidentiality policy for the Trust is upheld at all times.
• To be an active working member of the department and undertake allocated duties as requested by Outpatients Appointment Centre Coordinator / Manager.
• To attend regular staff meetings as required.
• To demonstrate tasks and activities to new starters as part of the departmental induction

Required Knowledge, Skills, and Abilities