Call Agent

Swydd-ddisgrifiad a phrif gyfrifoldebau manwl

Patient Contact Team

• To book, reschedule, or cancel appointments for patients in line with clinic rules and any additional guidelines issued from the relevant specialism.
• To be responsive to patient preferences regarding the date and time of appointments wherever possible
• To utilise appropriate databases such as DoS Matrix (for indirectly bookable referrals), Clinic Rules and the PCC Directory to ensure adherence to scheduling guidance from each respective service. To follow all emails from PCC Managers providing additional guidance either of a permanent or temporary nature affecting the booking, cancelling or rescheduling of appointments.
• To update patient demographics on the Electronic Patient Record (EPR) to ensure accurate data quality
• To utilise the e-Referral System (eRS) to locate and identify patient’s referral from GP Practices and to check patient demographics, check process instructions on the DOS Matrix and add patients, when appropriate, to the Indirectly Bookable Breach List
• To deal with patient enquiries in a sympathetic and effective manner ensuring they receive a full explanation and response. Due to the nature of some calls, they will require high levels of concentration and understanding. To ensure that all enquiries are completed according to departmental procedures and within set quality standards
• To raise safeguarding concerns if there is an issue with any call or email having followed the appropriate guidance by escalating to PAB Team Leaders
• To be mindful of the need to reduce the incidence of patient non-attendance within outpatient clinics
• To liaise closely with the clinical and administration staff in various hospital departments and GP surgeries. Ensure accurate information is given at all times
• To inform PAB Team Leaders of any inaccurate contact information for specialties within OUH to ensure accuracy of the PCC Telephone and Email address directory.
• To assist with the training of new team members
• Assist where appropriate with administrative work for other departments within OUH.

Two-Week Wait (2WW) Team

• To receive telephone calls from GPs relating to patients with suspected cancer
• Working to tight 2WW deadlines daily
• To telephone patients with details of an appointment whilst maintaining confidentiality and being sensitive to the nature of appointments. Ensure the patient has the information required to attend the appointment
• To deal with patient telephone calls and enquiries in a sympathetic and effective manner ensuring they receive a full explanation and response. Due to the nature of some calls, they will require high levels of concentration and understanding. To ensure that all enquiries are completed according to departmental procedures and within set quality standards
• To receive dental referrals through the Dental e-Referral System (DeRS)
• To keep accurate records of all referrals on the cancer tracking system, Infoflex
• Validate patient pathways
• To liaise with other cancer services closely
• To accurately record details on EPR updating the patient demographics as necessary
• To use the e-Referral System (eRS) and to record referral triage updates/outcomes
• To advise the relevant department of referral details/changes to appointments in a timely manner so that patient notes can be made available for their appointment
• To file referrals electronically where necessary
• To help train members of 2WW team on each speciality