Dental Call Handler

Job description

Job responsibilities

Main Duties

Call Handling element of role:

Undertake telephone assessments in a call centre environment: providing dental advice, medication and health information, supporting patients to access the appropriate level of care, and the best way to manage their symptoms.

To quickly collect and input accurate data, ensuring confidentiality of patient information.

To use advanced listening, probing and facilitative skills when taking calls, some of which can be highly challenging due to emotive circumstances or caller aggression (utilising language support services as necessary), and provide support to callers who may be non-compliant with recommended outcomes.

Act appropriately and in a timely manner, of a patients clinical needs, supported by our softwares decision support templates.

To participate in the continuous quality improvement audit process to develop individual performance, and service delivery, suggest improvements.

To act in ways that support equality and diversity and the rights of individuals, ensuring own practice is in accordance with policies. Identify and act when own or others action undermines equality and diversity.

Support a no blame culture when raising concerns around risks, or incidents that may occur, do so at the earliest reasonable opportunity.

Liaise with internal and external colleagues, providers, services in a friendly professional manner.

To stay up to date with all mandatory training

Any reasonable duties requested by manager.

The organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment. You will be expected to fulfil your mandatory safeguarding training at the level applicable to this role.

Disability Confident Employer- As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy

This post is subject to the Rehabilitation of Offenders Act (Exemption 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. This will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence).

Person Specification

Skills, Knowledge & Competencies

Essential

• Honest, Kind & Compassionate
• Confidence with talking to patients.
• Ensuring our culture is always upheld.
• Teamworking and able to work autonomously.
• Negotiation and influencing skills.
• Act on own initiative.
• Organisational and effective communication skills.

Desirable

• Computer, IT Skills
• Attention to detail, able to notice when something doesnt feel right, being able to ask probing questions in a delicate manger to obtain important information to safeguard patients.

Qualifications

Desirable

• Customer service
• Health care related

Experience

Essential

• Customer service
• Able to multitask, type & talk simultaneously.

Desirable

• Experience in a healthcare office or administrative role preferably in Dentistry.
• Telephone triage.

Demands of the role

Essential

• Extended periods working on a computer and on the phone.
• Able to manage disappointed patients in a world where NHS dentistry is not as widely available.

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.

Employer details

Employer name

FCMS

Address

Newfield House

Vicarage Lane

Blackpool

Lancashire

FY4 4EW

Employer's website

http://www.fcms-nw.co.uk/ (Opens in a new tab)