Clerical Officer

**The job role will include the following**: To receive incoming calls from healthcare professionals and patients wishing to access the service To enter and amend patient personal information into Electronic Patient Record systems To welcome and greet patients at service reception desks and respond to queries / enquiries from the public, directing patients appropriately To process incoming and outgoing calls on the telephone triage line and respond to queries / enquiries from the public, directing patients appropriately To follow correct processes for dealing with complaints and escalate as necessary To identify necessary changes to local protocols necessary to aid service improvements and highlight these to an appropriate manager To prioritise urgent correspondence and enquiries using own initiative and judgement and seeking guidance when required To ensure mandatory training compliance is maintained and participate in any training and development relevant to the role To follow the reception emergency contingency procedure in relation to computer or network break down To adhere to data protection policies and procedures across clinics and sites and ensure that confidential information is not disclosed, and that electronic and paper records are stored securely. To communicate fluently and clearly with patients without judgement and with empathy To support the processing of patient requests via telephone, email, or text message to cancel or change appointments To liaise with colleagues at all levels both within the team To undertake any other duties commensurate with the role including cover for and undertaking duties of absent colleagues as and when required