Deal with all telephone calls relating to the outpatient appointment and booking system, ensuring all calls are dealt with in a polite, pleasant, and professional manner. Book all new, follow-up and elective appointments according to the Patient Access policy ensuring that all appointments are made using direct booking systems and within waiting time targets Record patients on the Lorenzo system according to data quality standards, RTT and the Patient Access Policy To act as a point of contact for dealing with enquiries and act as necessary liaising and effectively communicating at all levels using written, oral, and electronic methods To ensure, wherever possible, that all documentation is up to date, in an orderly fashion and available whenever decisions are being made, reporting exceptional circumstances where necessary To continually contribute to patient and business improvement Agendas. This will require undertaking any project work as directed including obtaining information using current systems and share ideas for potential service improvement. To assist with the implementation and maintain an efficient office management system/procedure to enable the Department to optimise their standards of service Support team members. This will require undertaking appropriate staff training and development as required, providing cross-cover on a reciprocal basis in the absence of colleagues and providing day to day supervision where required Registration of internal referrals Management of e-Referrals on the Electronic Referral Service (eRs) Booking of all patient appointments in line with Trust and National targets Contacting patients for short notice appointments aiding clinic utilisation Managing the external Outpatient letter system Managing the NHS mailbox for enquiries Referral verification (chasing missing referrals) Contacting patients to inform them of short notice clinic cancellations / reschedules. When contacting patients check and update personnel details, if necessary, on Lorenzo/Clinical Portal To cancel, re-appoint and reschedule patients appointments at patient or Consultant request. Absorb information from many different points of contact including patients, nursing and clinical staff, secretaries, outside locations, GP surgeries and other hospitals by written, verbal and email communication. Act on the information and distribute accurately. Assist in validation of waiting lists/access plans through reports and PTL. To prepare any necessary documentation and/or paperwork for clinics To correct any operator errors within Lorenzo including the RTT status following protocol Custom build Adhoc Clinics when required on to Lorenzo. Make Clinic adjustments in accordance with the Consultant/Registrar on Call Rota where necessary. To make any necessary Clinic changes that are required for Annual Leave/On Call Rota/Study Leave/Sickness, etc. To ensure that Consultants are aware of any patients who DNA clinic appointment and undertake action as required. To open and sort Outpatients post daily and to take appropriate action. To provide cover in any other team or department within the Directorate if required. For a full comprehensive list of main responsibilities and duties, please kindly refer to job description and personal specification attached.