The main role of the Outpatient Contact Centre Agent is to manage inbound correspondence from patients and Trust colleagues for queries and actions relating to Outpatient appointments for Outpatient department supported services. Using the mediums of phone, webchat and email, to manage the booking of New and Follow Up appointments, ensuring that these are booked efficiently as per requests received, and in line with national and local timeframes and targets to ensure patient care is not compromised. To positively affect the patient experience by providing smooth day to day operation of the Outpatient Contact Centre, facilitating a patient focused, responsive, empathetic and robust contact service to patients. To support the Contact Centre Manager in producing regular Contact Centre performance reports and introduce new KPIs for the service