To provide and maintain an excellent level of customer care at all times. To ensure that all administrative duties are carried out in an accurate, efficient and professional manner at all times. To communicate effectively and sympathetically with all visitors to the department. To input and maintain timely and accurate patient information on Trust information systems. Prioritise, plan and organise daily workload, ensuring that daily tasks and ongoing workload/projects are prioritised and completed within agreed and acceptable timescales with guidance and support from the therapy secretaries. General Duties: Promote a customer focused approach to receiving patients and visitors to the clinic, providing a courteous, responsive and effective first point of contact both in person and by telephone for patients, carers and healthcare professionals, both internal and external to the Trust. To communicate effectively with patients, face to face and on the phone where barriers to communication may exist e.g. where English may be a second language or where patients may have communication impairments To give basic information e.g. appropriate directions, to patients attending other departments To ensure that all telephone calls are answered within the agreed time standards and in line with the Trusts telephone standards Contribute to the auditing of Trust quality standards as requested and with regards to any part of the service which may be necessary. This includes supporting patients to complete patient feedback on available electronic systems. To make new appointments as appropriate from the partial booking system for all patients referred to the outpatient therapy services. To ensure that all referrals contain the required information to allow pathways to be linked and clock status to be corrected. To ensure that referrals are added to the appropriate out-patient waiting list by specialty for clinical staff to prioritise them within the agreed timeframes. To ensure that patients receive an acknowledgement letter or are immediately accepted/appointed in line with agreed booking processes, administrative procedures and the patient access policy. To cancel and reschedule patients or whole clinics in the event of sickness/unforeseen circumstances requiring last minute changes To receive patients at clinic reception, checking details and booking onto the patient administration system. Booking patients out of clinic and/or making follow up appointments as directed by the therapists. To action changes to individual appointments whilst ensuring the patients are seen within the agreed clinical priority and that written confirmation is immediately sent. This involves the managing of messages received by digital platforms e.g. trust text message system. To produce PIC lists regularly as a backup system To prepare and scan referrals using CLIP and or alternative systems that are required To book interpreters as necessary Produce and send non-attendance letters at the end of a clinic session as directed by the clinician To ensure that all patient appointments are outcomed at the end of the same working day To file letters, reports and other documentation in the patients therapy records and ensure that records are stored appropriately To undertake photocopying, filing and maintenance of stock to support the administration of the clinics and therapies in general To work with members of the administrative and clinical teams to maintain the smooth running of the department To act as a fire warden for the department To sign for and monitor deliveries, cross checking against orders system and ensuring they are sent to the correct department. To maintain safe use, maintenance and storage of office equipment & escalate and report any issues. To support and assist in the completion of annual stock takes across all Therapies To maintain and update all appropriate filing records and systems and adherence to local Therapy management policies on the correct procedures for information security To support elements of an induction for new receptionists/apprentices in the systems and practices in the area. To operate appropriate IT link systems to other health agencies and IT packages relevant to the clinical area. To present a positive image of the trust at all times To liaise with colleagues regarding the progress of your work and handover incomplete work that requires further action. To participate as a team member, sharing knowledge and information and supporting colleagues to promote a cohesive team. Participate in annual appraisals and performance reviews. Identify personal development needs. Liaise with other key administration colleagues as required to ensure cover for leave. Understand and adhere to all Trust policies, guidelines and procedures. Support the Trust in providing the best experience possible for each of our patients. To maintain confidentiality in respect of information at all times. To escalate any issues of concern affecting the operation of the clinics or service to a senior member of staff. To assist in providing cover during periods of leave and/or sickness for within and across sites. At request to make notes available to the legal department, when required. Undertake any other general administration duties requested as appropriate to the banding.