To ensure all phone calls are dealt with in a professional and timely manner adhering to the local targets set by the department and Trust. To deal with patient enquiries professionally and in line with the Trust standard operating procedures. Assist and be pro-active in all modernisation projects that concern the team and improve patient pathway. To be multi-skilled in your working role and able to assist in all areas of the department as and when required Ensure patient records are updated on all electronic systems and confidentiality is always maintained. To ensure patient cancellations are updated onto the Patient Access System (PAS) and Any other System and the reason for the cancellation recorded immediately within the notes field. To adhere to the Trust Access Policy when patients do not keep appointments or wish to delay appointments or treatment. To maintain a direct, full and partial booking system by agreeing dates with patients, GPs or their receptionists, at the time of their phone call or in line with the outcome of an electronic booking protocol. To liaise with the team leader to provide a communication and highlight any problems, working together as a customer focused team to solve issues that may arise. To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formal The job description and person specification may be reviewed on an on-going basis in accordance with the changing needs of the department and the Trust. Communication1. Providing extra support for any patients that have additional needs2. Communicate with patients clearly and concisely when booking appointmentswhere barriers to communication may exist, including challenging behaviour,learning disability and recent bereavement.3. Use empathy, tact and diplomacy in dealing with staff members or patients whomay be hostile or antagonistic, often when their expectations are not met i.e. waitingtimes to appointments, cancelled clinic.4. Answer internal and external telephone enquires in an efficient and timely manner,from members of staff, departments, patients/relatives and other health careproviders.