Record all outpatient attendances / cancellations / DNAs on EPR within stipulated timeframes
Analyse patient pathways vs outcomes and escalate to relevant clinical / non-clinical staff if the patient requires an earlier appointment or diagnostic in order to achieve RTT targets
Ensure that all patients attending in person are checked in
Ensure patient information is complete and up to date on the Trust ERS
Identify, investigate and correct EPR discrepancies ensuring GP and personal contact details are accurate and up to date
Follow the appropriate processes for audit forms, walk-in patients, booking of BSL interpreters and transport patients in line with Trust standards
Use your excellent written and verbal communication and interpersonal skills to interact with patients, their carers and relatives, visitors and staff
Communicate effectively using all available forms of communication
Be a calm, supportive, flexible and adaptable member of the team
Deal with all enquiries in a professional and co-operative manner
Respond politely but firmly with people behaving antisocially and report and record any abuse including verbal abuse
Answer all telephone calls within 3 rings, redirect queries to the appropriate person using available information and initiative and send messages via email where possible
Provide non-clinical advice and guidance regarding appointments
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