The post holder shall, as necessary, provide cover for and undertake duties of absent colleagues and ensure that staff absences are reported to their line manager. The post holder will be responsible for the annual leave diary for their team, ensuring adequate cover to support business requirements and reporting any shortfalls to their line manager in a timely manner. The post holder and his/her team will be responsible for :- Ensure reception duties are carried out in a professional, pleasant, tactful and understanding manner and that Patient Access Clerks greet patients, check their demographic details, update the Patient Administration System (PAS) with relevant changes and help them with any enquiries / problems they may have. Ensure that Patient Access Clerks book required follow-up appointments or discharge Patients as required, in-line with Trust Policy and Procedures. Ensure that Patient Access Clerks arrange and book any interpreters required. Ensure Patient Access Clerks issue travel expenses claim forms. Ensure Patient Access Clerks inform patients and visitors of any delays in clinic. The post holder shall follow, and ensure his/her team follow all the policies and procedures of the organisation. Independently co-ordinate and manage changes to clinics. Support Patient Access Clerks to ensure maintenance of the standards of service. Attend meetings as directed by Patient Access Officer/Co-ordinator. Participate and contribute to meetings to discuss improvements in own area. Prepare information required for meetings as necessary. Ensure a courteous, professional and efficient point of contact is provided to customers and service users both face to face and over the telephone. Ensure accurate and timely data input into PAS system. Ensure issues relating to the administrative function are reported immediately. Inform Patient Access Officer/ Co-ordinator of any changes that may affect procedures within the department Respond to escalated customer queries or concerns in an effective and professional manner. Ensure teams have clear and up to date knowledge of the rules and protocols of the service to ensure full and effective service delivery Work flexibly to ensure that the service operates effectively, including working across all Trust sites and across speciality boundaries. Report to your line manager any complaints or incidents that arise in relation to your area of work. Appraise appropriate staff and identify training requirements using the Staff Appraisal system used within the Trust. Respond to day to day staff issues. Ensure sickness and absence policy followed, monitor staff absence and perform return to work interviews as required. Complete relevant documentation and advise staff of sickness procedures. Develop the knowledge and skills of clerks through training and advice in relation to the systems, software and processes used within service. Support close co-operation and communications between teams and departments within own department and across the trust.