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 and response times will be part of this role.
• Deal with patients in a mature manner when speaking to them on the phone or via emails.
• To highlight referrals that require rapid and urgent attention and deal with them as per agreed process.
• To highlight capacity issues to Service managers within the timescales agreed
• To analyze and action the reports of the appointment reminder system
• 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 and response times will be part of this role.
• Deal with patients in a mature manner when speaking to them on the phone or via emails.
• This may sometimes involve dealing with distressed patients and a sensitive and reassuring approach is required in difficult situations as per our values; and to include detailed understanding of the principles of patient confidentiality, data protection and safeguarding.
• 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
• To analyze and action the reports of the appointment reminder system
• To respond to and guide the team with complicated queries
• To work independently to defined policies and procedures, managing own workload, record and solve issues.

Required Knowledge, Skills, and Abilities