Job summary
Welcome to FCMS!
An exciting opportunity has arisen for a dynamic & compassionate Individual to join our dental team.We are commissioned by Lancashire and South Cumbria, Integrated Care Board to provide an NHS telephony dental triage & signposting service. The helpline receives around 180k calls per year and we book in and out of hours, urgent and emergency dental patients 365 days a year, at multiple sites across Lancashire & South Cumbria. We believe in making a difference, and pride ourselves on delivering high quality patient care with clinical and non-clinical call handlers.
Salary:£12.45 per hour Weekend & Bank Holiday Enhancements.
Hours: Full time, Part Time & Bank contracts available
Various shift patterns available between the hours of:
-8am to 9pm Monday to Friday
-10am to 5pm Weekends and Bank Holidays.
Main duties of the job
In this crucial role you will be the first point of contact for patients across Lancashire & South Cumbria. Triaging patients using our softwares decision support template, booking appointments, handling inquiries, and proving information or arranging onward referrals.
The ideal candidate will have excellent communication skills, the ability to remain calm under pressure and commitment to delivering exceptional patient care.
About us
The ethos of FCMS as a social enterprise, health and
wellbeing services provider is to be passionate in its drive to ensure that
patients and callers remain the central focus of all that it does. Coupled with
excellent and well-established clinical governance systems and extremely
effective operational expertise, it has meant that the company has the ability
to strategically visualise, develop, and implement award winning services.
Over many years we have invested in our staff so that we have
a core team of highly trained individuals who can manage the needs of our
patients and callers. Our staff are able to significantly improve the service
delivery and user experience due to their considerable experience and
commitment to what they do.
Company Benefits:
Minimum 28 days annual leave entitlement
Attendance bonuses (Additional annual leave and monetary)
Company sick pay & maternity pay
Company events, Internal and external training and development
Access to offers with our very own VIP suite, including Employee Assistance Programme.
Life coaching and professional coaching available
Weekend & Bank holiday pay enhancements.
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 communication 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 and dental nurse.
- 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 the manager.
Overview of the role:
£12.45 per hour - Weekend & Bank Holiday pay enhancements.
Full time, Part time & Bank contracts available.
Shift patterns to choose from: Full days, half days morning or afternoons, evenings & weekends.
Bank hours to cover annual leave and sickness & rota gaps, various shift patterns Monday to Friday 8am to 9pm & weekends 10am-5pm.
The dental helpline aims to direct patients following a telephone triage to the most appropriate service whether that be advice or an appointment, or an onward referral. Patients may need urgent and emergency dental care for symptoms such as: Pain, Swellings, Bleeding and Injuries/Traumas.
A caring and compassionate personality is extremely important, confident in speaking to patients, and able to work in a busy and sometimes challenging environment, with the support of the Dental Nurse Supervisor.
Our key expectations are:
- Self-awareness Living authentically
- Adaptability- Being ready to adjust depending on the situation
- Openness What you see is what you get
- Positivity with a real sense of being able to strive for the impossible
- Generosity of spirit- Everyday should be an opportunity to act with kindness
- Ability to have fun Taking the role seriously, whilst being yourself
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
DBS - 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).
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.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
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 communication 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 and dental nurse.
- 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 the manager.
Overview of the role:
£12.45 per hour - Weekend & Bank Holiday pay enhancements.
Full time, Part time & Bank contracts available.
Shift patterns to choose from: Full days, half days morning or afternoons, evenings & weekends.
Bank hours to cover annual leave and sickness & rota gaps, various shift patterns Monday to Friday 8am to 9pm & weekends 10am-5pm.
The dental helpline aims to direct patients following a telephone triage to the most appropriate service whether that be advice or an appointment, or an onward referral. Patients may need urgent and emergency dental care for symptoms such as: Pain, Swellings, Bleeding and Injuries/Traumas.
A caring and compassionate personality is extremely important, confident in speaking to patients, and able to work in a busy and sometimes challenging environment, with the support of the Dental Nurse Supervisor.
Our key expectations are:
- Self-awareness Living authentically
- Adaptability- Being ready to adjust depending on the situation
- Openness What you see is what you get
- Positivity with a real sense of being able to strive for the impossible
- Generosity of spirit- Everyday should be an opportunity to act with kindness
- Ability to have fun Taking the role seriously, whilst being yourself
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
DBS - 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).
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.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
Person Specification
Demands of the Job
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.
Experience
Essential
- Customer service
- Able to multitask, type & talk simultaneously.
Desirable
- Experience in a healthcare office or administrative role preferably in Dentistry.
- Telephone triage.
- Call centre environment
Qualifications
Desirable
- Customer service
- Health care related
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.
Person Specification
Demands of the Job
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.
Experience
Essential
- Customer service
- Able to multitask, type & talk simultaneously.
Desirable
- Experience in a healthcare office or administrative role preferably in Dentistry.
- Telephone triage.
- Call centre environment
Qualifications
Desirable
- Customer service
- Health care related
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.
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.
