Egerton Scott

Handle telephone, text, and email enquiries regarding appointments, triaging patients to the appropriate staff.
• Act as the first point of contact for patients, relatives, and carers, ensuring clear, efficient, and timely communication.
• Uphold patient confidentiality and handle distressed or aggressive callers with sensitivity, adhering to Trust protocols.
• Confidently pursue information from a wide range of personnel to resolve queries.
Appointment Management
• Arrange and reschedule outpatient bookings as required, ensuring compliance with Trust guidelines and government waiting time standards.
• Book follow-up appointments from waiting lists and generate notification letters via the Trust PAS system.
• Manage all appointment rescheduling, ensuring accurate annotation of comments on PAS and maintaining up-to-date patient details.
• Bring forward or change appointments as needed to prevent breaches in the 18-week pathway.
• Monitor and contact patients directly when offering short-notice appointments, ensuring reasonable notice and accurate PAS records.
• Liaise with stakeholders and departments during investigations into potential breaches, escalating issues where appropriate.
Clinic & System Management
• Set up and amend clinics on the Trust PAS system in line with service management and clinician instructions.
• Maintain proficiency across all Trust patient information systems to extract data, track patient pathways, and provide accurate records.
• Keep clear audit trails of all appointment changes and decisions.
• Be responsible for checking information systems to support planning, provision, and review of outpatient booking services.
• Ensure excellent understanding of consultants, specialties, and clinical pathways to manage appointments effectively.
Administrative Support
• Communicate with other departments to arrange follow-up appointments requested by the MDT.
• Book and record interpreter services to meet patient needs.
• Ensure timely collection, preparation, and distribution of patient letters, appointment letters, and associated paperwork.
• Develop and maintain systematic filing and administration systems.
• Prioritise daily workload to ensure urgent matters are dealt with promptly and high levels of support are consistently provided.
• Support services by providing cross-cover for colleagues during periods of annual leave or absence.
• Attend training courses to implement changes, improve standards, and support departmental development.
Quality & Compliance
• Ensure all Trust and government guidelines on elective waiting times are adhered to.
• Identify and highlight potential breaches to service management when rescheduling appointments.
• Demonstrate good practice when booking appointments, ensuring fairness, transparency, and compliance with Trust standards.

Answer and direct phone calls
• Organise and schedule meetings and appointments.
• Maintain contact lists
• Produce and distribute correspondence memos, letters, faxes and forms
• Assist in the preparation of regularly scheduled reports
• Taking notes and minutes in meetings
• Ordering and taking stock of office supplies
• Being a point of contact for a range of staff and external stakeholders
• Generate reports
• Handle telephone, text message and/or email enquiries regarding appointments and triaging patients to appropriate staff about their queries
• Arrange customer bookings as required
• Communicate with other departments to arrange follow-up customer Appointments as requested
• Arrange translator / interpreter as and when required to meet the needs of the customer and the service
• Ensure accurate and timely collection and posting of customer information letters, appointment letters and associated paperwork.
• Deal with routine