To provide efficient and confidential support by delivering a comprehensive, high quality and accurate calls coordination service. To act as first point of contact for people contacting the department, either by telephone or in person, presenting at all times a welcoming, friendly and helpful attitude Ensure that all enquiries and referrals are completed and recorded according to departmental procedures and within set quality standards. To respond to incoming calls without delay To receive, respond to and maintain evidence of all enquiries. To liaise closely with management, clinical and non-clinical colleagues within Royal Wolverhampton NHS Trust and other health care organisations.
To assist Team leader/Manager in identifying and planning work activities with regard to patterns in call demand. To liaise with the Team Leader to ensure that risks in the service are identified and appropriate managed. To exercise judgement and initiative to ensure calls are managed in a manner that meets the needs of the service. To communicate patient appointments and information in a timely and agreed manner.
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To collate and circulate scheduled daily reports and any ad hoc reports as requested. To be directly involved in any service developments eg on-going development of the referral centre, patient pathways and IT solutions. To support new staff within the team as part of the induction process. To provide cover and support to community receptionists including cover of Walk-in Centre reception.
(across a number of locations within Wolverhampton) To undertake any other duties, as appropriate, to meet the needs of the service as directed by the Team Leader and / or Locality Support Service Manager
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