Telephone Appointments Officer

**Please see job description for full details. KEY TASKS**: 1. Communication and Team Working a. Will seek guidance from the TAC Manager or Trust clinicians when addressing TAC issues/discrepancies related to their specific clinical specialties.

b. In support of the TAC Team will undertake all tasks in a timely, accurate manner while maintaining the highest standards associated with customer service. At all times will promote among clinicians, health care workers and any other associated outside agency, awareness of the TAC role and its uses within the Trust to raise the stature of TAC as the essence of professionalism. c.

Facilitate improved communication within the department and between other departments, clinicians, managers, ward staff, other staff and patients while maintaining the highest form of customer care. d. Will interface as required with other Trusts, offices, and personnel in seeking ways, means, and ideas to improve the Telephone Appointments processes. e.

To work closely with other team leaders and supervisors to ensure the needs of the department and most importantly the needs of the customer are met. f. Will participate in the active engagement and involvement of key stakeholders in meeting the targets outlined within Trust policies and guidelines, including clinicians, managers, service users, and the CCG as required. g.

Will utilise tact and persuasive skills when there are barriers to understanding (i.e. language barriers, emotional, abusive, under the influence of stimulants) to minimise personal risk. 2. Planning and Organising a.

Will update and validate outpatient work-lists to ensure outpatient waiting time targets are achieved. b. Will assist with the planning and organising of outpatient clinics to include the rescheduling, cancellations, transfer, etc, as required. c.

Monitor own performance against previously agreed objectives as established by the TAC Manager. 3. Managing People and Resources a. To take personal responsibility to ensure the correct usage of all resources provided to perform assigned tasks.

b. To utilize any databases provided efficiently through accurate data input, to aid in validating outpatient waiting lists. c. To identify and participate in any cost improvement measures, as required.

4. Training and Teaching a. Actively seek and attend in-house training, workshops, formal training, open discussions, and briefing from various expert sources in order to maintain Appointments and Waiting Lists proficiency. b.

To actively seek knowledge and experience levels essential in performing all processes relating to Outpatients and Rapid Access and Waiting List. c. To assist in the training of junior members of staff, as required. 5.

Research and Development a. To participate and assist in the development and implementation of ongoing audit and monitoring associated with new referrals from GPs and Outpatient Waiting Lists as required achieving Trust standards. b. To support the development and implementation of an electronic referral system relating to all referral routes into the department.

c. Participate in the development of an evidenced-based service to include forecasting and scheduling and cancellation of clinics. d. To provide input into the development and support to the implementation of mechanisms for assessing patient satisfaction within the C&B, Rapid Access and e-Referral systems, as required.

6. Policy and Service Development a. Adhere to local and national Telephone Appointments Policies and Procedures as established by the Patient Access Service Manager. b.

To provide input in the development of strategies to ensure booking processes are embedded into the daily practice of this Trust and all specialties. c. Support the Patient Access Service Manager in the role of change management, which supports and improves working practice within the TAC. d.

To adhere to correct procedures and work within an overall framework associated with the Cancer Services of Clinical Governance. e. Participate in the implementation undertaking of all relevant Trust policies such as Risk Assessment and Incident Reporting Management. 7.

Administration a. To be knowledgeable and perform the correct procedures relating to e-Care to include the receipt and registration of all referrals and entry onto the correct databases. b. Will have knowledge of correct processes relating to the receipt and sorting of internal/external post, as required.

c. Is responsible for correct registration and update of patient details, as required. d. To be responsible for the correct prioritisation and service of patient referrals to appropriate specialities.

e. Is responsible for the booking of new/follow-up outpatient appointments relating to all specialties and out-lying hospitals in accordance with departmental policies and procedures. f. To attend discussions, meetings, and functions that have a direct bearing on the Telephone Appointments process, as required.

g. Develop know