KEY TASKS & RESPONSIBILITIES: 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 independently manage, book, and organise the outpatient clinics you are responsible for. To help support with any incoming TWR referrals To ensure all patients and visitors are treated with dignity, respect and empathy at all times To deal with patients in a polite and respectful manner complying with their requests where possible To support the Trust in delivering NHS targets To respond in a timely fashion to all administrative duties within the team Assist and be pro-active in all modernisation projects that concern the team and improve patient pathways To be multi-skilled in your working role and able to assist in all areas of the department as and when required To ensure strict confidentiality is maintained at all times in respect of correspondence received in the department and in accordance with Trust policy To adhere to the Trust Access Policy when patients do not keep appointments or wish to delay appointments or treatment. To liaise with the team leader to provide a high quality empathetic service and highlight any problems, working together as a customer focused team to solve issues that may arise To adhere to the Trust values of being committed to excellence, working together and facing the future Follow all Trust and local policies and procedures at all times To deal with patient/staff complaints in a professional manner and try to resolve the issue before they become formal