Job responsibilities
1. Communication and relationship skills
Liaise with the call centre and clinic staff to ensure the smooth running of the clinic sessions
Liaise with the associated administration teams when problems occur following a working session
To be the first point of contact for the patients accessing the clinic maintaining a high standard of customer care throughout the patient journey
Excellent written and verbal communication skills required; in order to communicate sensitive and confidential information
2. Knowledge, training and experience
Good standard of education to GCSE level or NVQ Level 3 equivalent
Knowledge of administration procedures
Experience of working within a public service reception environment
Flexibility to work in all Dentaline clinics
Ability to use Microsoft office packages in particular Excel and Word
Ability to maintain databases
Good time management skills and ability to prioritise work when there is competing demands
Ability to run reports from R4 dental software and to maintain patient records following training on the system
3. Analytical and judgement skills
The post hold should:
Act on own initiative when required by following the service policies and procedures in the absence of another team member locally
When faced with staff shortages, to liaise with the Call Centre, teams locally and to manage patient flow accordingly
To inform clinical teams when presented with more urgent treatment needs, thus managing patient flow (e.g. prioritise children, trauma and haemorrhaging patients)
All of the above to be carried out in accordance with MCH policies and procedures.
4. Planning and organisational skills
The post holder should:
To keep session logs for patient charges maintaining accurate financial records on the service R4 Software
To ensure patient charges are taken and recorded accurately on R4 this will include; establishing a patients exemption status, and ensuring the relevant claim forms are completed and signed accurately by the patient and clinical staff
Reconciling all patient charges per session liaising with clinical staff and reporting discrepancies accordingly to the service finance administrators and administration manager
To ensure that any operational issues that may compromise the delivery of services within contracted session/sessions are dealt with in an appropriate manner, bringing to the attention of the administration office via email or telephone. This may include arranging, at short notice, re-organising the staff rota and the management of urgent deliveries to include; general supplies and pharmacy.
Attend service team meetings (out of office hours)
To report equipment breakdowns that occurs during a Dentaline session to the dental engineer
Responsibility for prioritising and managing own work load during the working shift
Liaise with the Call Centre on the activity and patient throughput to ensure the smooth running to the clinic session
5. Physical skills
To ensure that the security chests (green boxes Canterbury only) utilised for transporting supplies, patient notes and general correspondence are managed in accordance with the service protocols.
Good keyboard, IT skills and a working knowledge of Microsoft Office Packages (e.g Excel, Word and Outlook)
Ability to travel to alternative locations, for the service, at short notice to ensure that service delivery is not compromised.
6. Responsibility for patient / client care
The post holder should:
Ensure that a high level of customer care is maintained at all times enhancing the patients experience and elevating the service profile.
Ensure the patient is given appropriate post-operative advice leaflets where necessary.
Ensure that all patients are attended to whilst they are waiting at the clinic and to inform the clinical team of any clinical issues that may arise.
7. Responsibility for policy and service development implementation
The post holder will be:
Responsible for ensuring all implemented policies, procedure and guidelines within the Organisation and the Dentaline service are adhered to within their own area of work.
To ensure patient confidentiality and Data Protection is adhered to at all times.
To assist with the implementation of change to improve service delivery, moreover, working within own remit.
8. Responsibilities for financial and physical resources
The post holder will be:
To act as a key holder for the service maintaining safe procedures for security at clinic location
To notify the Dental Management and HQ admin team of any security breach, generating an Incident Report alert as per MCH Policy.
Responsible for calculating, collecting and reconciling patient payments for treatment received in-line with the Organisations standing financial instructions
Responsible for the input of patient sundries within the R4 system to ensure correct reporting can be achieved for the service
Responsible for issuing receipts to patients for the monies paid and managing a log for all finance for session worked
Responsibilities will include; balancing the end of session finances, producing an accurate end of session financial report and forwarding to the administration office and to manage procurement for the clinic location by liaising with duty nurse and HQ administrator.
9. Responsibilities for human resources (HR)
- To maintain own training in line with MCH policy
- To promote MCH values
- May on occasion be required to train/supervise less experienced employees such as new starters, or lower bands.
10. Responsibilities for information resources
- Attention to detail, ensuring that patient data is input onto the R4 appointment system correctly and kept up to date
To ensure that data is retained by the service within the defined boundaries set out by the Data Protection Act 1988.
11. Responsibilities for research and development (R&D)
The post holder will be required to maintain competencies necessary for the role and to highlight any shortfall to the Administration Manager
Assisting with patient and employee surveys and audits as required by the service and Organisation
12. Freedom to act
The post holder should:
Be able to prioritise own workload and act independently within the Service guidelines and be governed by policies and procedures outlined by the Organisation to ensure that the patient experience is of a high standard.
13. Physical effort (refer to effort factor questionnaire attached)
Predominantly the post holder will be required to provide administrative support for the Dentaline Service using dental software.
Regular use of computer
Unpacking of stationary items
14. Mental effort (refer to effort factor questionnaire attached)
- Maintaining concentration in a busy reception environment
- Remain patient focused to ensure quality of service delivery
- Attention to detail
15. Emotional effort (refer to effort factor questionnaire attached)
- Due to the nature of the emergency dental service we offer the post holder will occasionally have to deal with difficult or challenging patients, for instance, patients suffering from dental discomfort, patients unhappy about having to wait for to be seen for emergency dental treatment, and occasionally patients that consider they should not have to pay for the service.
16. Working conditions (refer to effort factor questionnaire attached)
- The post holder will predominantly be based at either Larkfield Health Centre, Rochester Healthy Living Centre or Kent and Canterbury Hospital. On occasion there is the need to travel to other Dentaline sites which are located across the whole of Kent, to ensure quality of service to patients
- The post holder will be required to conduct their duties using the dental service computer system
