Job summary
The post holder is responsible for the overall provision of dental reception, administrative, secretarial and information support services within Bucks Priority Dental Service (BPDS). The post is based across Amersham, High Wycombe and Aylesbury Clinics.
The post holder will be responsible for ensuring the dental service meets RTT, commissioning and CNWL targets in line with departmental KPI's.
The post holder is required to work autonomously as appropriate, and is required to exercise personal initiative and independent judgment.
Main duties of the job
Assist the Dental Operational Manager and Dental Nurse Manager in managing the clinic resources and coordinating the operation of BPDS throughout Milton Keynes and Buckinghamshire according to:
- Manage dental reception and admin staff including performing regular appraisals, development and monitoring of personal development plans
- Responsible for recruitment, selection and retention of dental reception and admin staff
- Take appropriate action in the handling of the Trust HR policies such as monitoring sickness absence, disciplinary, grievances and performance monitoring
- Organisational administrative and reception support to BPDS
- Retrieve and produce monthly reports for the senior management team on finance, activity and performance
- Effectively communicate in the management of complex financial and general enquiries from staff and clients, some of which may be sensitive and contentious
- Act as core configurer for computerised appointment and patient record system
- Responsibility for filing and recording systems, ensuring relevance, maintenance and updating
- Maintain, validate and manage patient waiting list data in line with RTT informing senior management of trends
About us
Central and North West London NHS Trust expects all staff to act in a way which shows you understand our core values and are willing to put them into practice with service users, family and carers, and also other staff members.
We expect you to show COMPASSION, contribute to a caring and kind environment and recognise that what you do and say helps can make the lives of others better
We expect you to RESPECT everyone and acknowledge and welcome people's differences rather than ignore them or see them as problematic.
We expect you to EMPOWER others and continually try to provide information, resources and support to help others make their own decisions and meet their own needs.
We expect you to work in PARTNERSHIP and behave in a way that shows that you recognise that commissioners and users of our services are the people who generate and pay for our work.
The successful applicant may have contact with patients or service users. As an NHS Trust we strongly encourage and support vaccination as this remains the best way to protect yourself, your family, your colleagues and of course patients and service users when working on our healthcare settings.
Job description
Job responsibilities
- Direct line management of all dental reception and admin staff including responsibility for all HR functions in accordance with CNWL policies
- To recognise when a problem exists, define its parameters and devise a solution
- Communicate to the Dental Operational Manager and Dental Nurse Manager on matters concerning the day to day running of the service
- Organising support staff rotas in liaison with the Dental Nurse Manager in order to maximise the clinical efficiency of all sites within the dental servic
Financial:
- Develop, implement, and maintain robust and auditable finance processes that include checking and monitoring of invoices that are sent to the department
- Ensure that EDI claims are processed monthly to ensure activity accurately is recorded
- Retrieve and produce monthly reports for the senior management team on finance, activity and performance
- Ensure dental receptionists up to date with cash handling procedures
- Ensure NHS fees take from patients, receipts provided and bad debts followed up.
- Responsible for dealing with patient invoicing and the writing off of debts for the department
- Responsible for collecting monies from all BPDS clinics and bank centrally according to written protocol, ensuring all receptions have sufficient monies cash floats
- Actively participate in finance related policy development and implementation
- Advise and train members of staff on financial procedures
- Liaise with Finance Department and patients on situations relating to patient payments
- Assist all dental clinics in the management of cash handling
- Identify and rectify financial discrepancies associated with the processing of patients fees informing senior managers as appropriate
- Maintain and retrieve patient financial records
- Provide monthly mail merge of patients accounts, reports and finances
- Develop and implement systems and policies as required e.g. cash handling
Administrative Support:
- Liaise with the Dental Operational and Dental Nurse Manager to ensure the smooth running of all BPDS dental receptions Milton Keynes / Aylesbury
- Effectively communicate in the management of complex financial and general enquiries from staff and clients, some of which may be sensitive
- Empathetic management of enquiries and concerns from clients, parents & carers These may be of a complex, sensitive and of a contentious nature
- Advise and reassure patients and the general public on dental service information via different mediums such as phone and email and give guidance on the complaints procedure
- React professionally and sympathetically to telephone enquiries from the general public and patients with regard to general dental provision such as their entitlement to NHS treatment and domiciliary treatment
- Provide information and explanation of service availability, service provision and procedures for obtaining treatment on a regular basis to the general public and outside agencies such as NHS Direct, PALS and nursing homes
- Co-ordinate standardise and maintain, all service documents including standard letters, form leaflets and worksheets
- Have extensive practical knowledge of the duties and responsibilities of a BPDS receptionist and to ensure receptionists maintain a high standard within in a customer focused environment
- Promote a customer focused environment and implement tools to monitor patient satisfaction e.g. surveys
- Be fully conversant with a wide variety of administrative procedures in use within the Service and to be able to switch between them whilst maintaining accuracy at all times
- Maintain a good understanding of dental terminology and provision in the NHS
- Ensure appropriate and timely secretarial and admin support available for clinical staff in order to maximise the clinical capacity of those staff e.g. support for letter writing, typing up of clinical protocols and policies
- Ensure admin systems in place to maximise clinical efficiency of the clinical staff such as letter proformas, appropriate fixed notes on patient electronic record system.
- A part of support and supervision, arrange and deliver one-to-one IT training in R4 and any other IT systems
- Ensure that all work instructions are written, updated and current to maintain competency throughout and provide training for new users of the system
- Assist the team in handling difficult and sometimes stressful situations on the phone when problems arise with the IT system e.g. supporting a staff member through a complex IT situation during a clinic situation
- To be the first point of contact for complaints/concerns and to provide investigation into incidents
- Ensure frequent and accurate transmission (EDI) of information to Dental Division of the Business Services Authority including dealing with any rejected or adjusted claims
Job description
Job responsibilities
- Direct line management of all dental reception and admin staff including responsibility for all HR functions in accordance with CNWL policies
- To recognise when a problem exists, define its parameters and devise a solution
- Communicate to the Dental Operational Manager and Dental Nurse Manager on matters concerning the day to day running of the service
- Organising support staff rotas in liaison with the Dental Nurse Manager in order to maximise the clinical efficiency of all sites within the dental servic
Financial:
- Develop, implement, and maintain robust and auditable finance processes that include checking and monitoring of invoices that are sent to the department
- Ensure that EDI claims are processed monthly to ensure activity accurately is recorded
- Retrieve and produce monthly reports for the senior management team on finance, activity and performance
- Ensure dental receptionists up to date with cash handling procedures
- Ensure NHS fees take from patients, receipts provided and bad debts followed up.
- Responsible for dealing with patient invoicing and the writing off of debts for the department
- Responsible for collecting monies from all BPDS clinics and bank centrally according to written protocol, ensuring all receptions have sufficient monies cash floats
- Actively participate in finance related policy development and implementation
- Advise and train members of staff on financial procedures
- Liaise with Finance Department and patients on situations relating to patient payments
- Assist all dental clinics in the management of cash handling
- Identify and rectify financial discrepancies associated with the processing of patients fees informing senior managers as appropriate
- Maintain and retrieve patient financial records
- Provide monthly mail merge of patients accounts, reports and finances
- Develop and implement systems and policies as required e.g. cash handling
Administrative Support:
- Liaise with the Dental Operational and Dental Nurse Manager to ensure the smooth running of all BPDS dental receptions Milton Keynes / Aylesbury
- Effectively communicate in the management of complex financial and general enquiries from staff and clients, some of which may be sensitive
- Empathetic management of enquiries and concerns from clients, parents & carers These may be of a complex, sensitive and of a contentious nature
- Advise and reassure patients and the general public on dental service information via different mediums such as phone and email and give guidance on the complaints procedure
- React professionally and sympathetically to telephone enquiries from the general public and patients with regard to general dental provision such as their entitlement to NHS treatment and domiciliary treatment
- Provide information and explanation of service availability, service provision and procedures for obtaining treatment on a regular basis to the general public and outside agencies such as NHS Direct, PALS and nursing homes
- Co-ordinate standardise and maintain, all service documents including standard letters, form leaflets and worksheets
- Have extensive practical knowledge of the duties and responsibilities of a BPDS receptionist and to ensure receptionists maintain a high standard within in a customer focused environment
- Promote a customer focused environment and implement tools to monitor patient satisfaction e.g. surveys
- Be fully conversant with a wide variety of administrative procedures in use within the Service and to be able to switch between them whilst maintaining accuracy at all times
- Maintain a good understanding of dental terminology and provision in the NHS
- Ensure appropriate and timely secretarial and admin support available for clinical staff in order to maximise the clinical capacity of those staff e.g. support for letter writing, typing up of clinical protocols and policies
- Ensure admin systems in place to maximise clinical efficiency of the clinical staff such as letter proformas, appropriate fixed notes on patient electronic record system.
- A part of support and supervision, arrange and deliver one-to-one IT training in R4 and any other IT systems
- Ensure that all work instructions are written, updated and current to maintain competency throughout and provide training for new users of the system
- Assist the team in handling difficult and sometimes stressful situations on the phone when problems arise with the IT system e.g. supporting a staff member through a complex IT situation during a clinic situation
- To be the first point of contact for complaints/concerns and to provide investigation into incidents
- Ensure frequent and accurate transmission (EDI) of information to Dental Division of the Business Services Authority including dealing with any rejected or adjusted claims
Person Specification
Qualifications
Essential
- NVQ Customer Care certificates or equivalent experience within healthcare environment
- Management qualification
Desirable
- Degree level or significant equivalent experience
Experience
Essential
- Significant experience working within a healthcare environment, preferably dental
- Experience in the management and training of staff
- An excellent knowledge, in all aspects, of the processing of patient fees
- Experience of facilitation and team leadership
Knowledge
Essential
- Demonstrable knowledge of safe recruitment standards including CRB checks. (KSF 3.2)
- Understands national RTT rules
- Understanding of confidentiality in the workplace
Skills
Essential
- Demonstrable computer skills
- Car driver and use of care
- Willing to develop own skills & knowledge & provide information to others to help their development (KSF 2.2)*
- Ability to maintain quality in own work and encourage others to do so (KSF 5.2)
- Willingness to travel to different locations to undertake role effectively
Person Specification
Qualifications
Essential
- NVQ Customer Care certificates or equivalent experience within healthcare environment
- Management qualification
Desirable
- Degree level or significant equivalent experience
Experience
Essential
- Significant experience working within a healthcare environment, preferably dental
- Experience in the management and training of staff
- An excellent knowledge, in all aspects, of the processing of patient fees
- Experience of facilitation and team leadership
Knowledge
Essential
- Demonstrable knowledge of safe recruitment standards including CRB checks. (KSF 3.2)
- Understands national RTT rules
- Understanding of confidentiality in the workplace
Skills
Essential
- Demonstrable computer skills
- Car driver and use of care
- Willing to develop own skills & knowledge & provide information to others to help their development (KSF 2.2)*
- Ability to maintain quality in own work and encourage others to do so (KSF 5.2)
- Willingness to travel to different locations to undertake role effectively
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
