About this role
Job summary
Do you have excellent communication skills? Do you pride yourself on your customer service?
If you answered yes, we've got the perfect role for you!
We have two part-time positions available working within Dentaline, you'll be the first point of contact for our service. This role is within a small friendly team.
Tuesday 3 hours 6pm - 9pm and alternate Saturday night 5 hours 6pm - 11pm .
Saturday 3 hours 6pm - 9pm.
There will be a lot of opportunity to cover additional sessions, for staff taking annual leave.
Main duties of the job
To provide a call operator service to members of the public. This will require assessing a patient's need against set criteria using pre-defined triage algorithms to determine the most appropriate service provision for patients. Creating an electronic patient record and allocating appointment, where necessary for 3 dentaline clinics. Maintaining accurate electronic records for all service activity in preparation for monthly reports is essential. To be the first point of contact for patients telephoning dentaline services requesting dental treatment or advice, managing all calls in an efficient, timely, sympathetic and courteous manner whilst working to pre-defined triage algorithms.
About us
So what else?
This is your chance to join a progressive and innovative service in a social enterprise that is patient and staff focused - you'll even have the opportunity to become an MCH shareholder. We encourage staff to get involved in exploring new ways of working and service development. We'll provide well established, in-service training, one to one supervision, and appraisals with regular support. You'll be able to develop your skills in a friendly and supportive team.
Would you like to work flexibly? In the NHS, we are reminded every day of how important work life balance is. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us, for our patients and for you. Speak to us about how we might be able to accommodate a flexible working arrangement.
The small print
Informal visits can be arranged on request. We will offer you the choice of two pension schemes; the NHS Pension scheme and the Scottish Widows group pension scheme.
Job description Job responsibilities
1. Communication and relationship skills The post holder must ensure a professional and ethical level of communication and confidentiality demonstrating excellent communication skills both written and oral
InternalDentaline head officeDentaline clinics (clinic coordinators, nurses and dentists)
ExternalMembers of the publicA&E departmentsOut of hours GP services
2. Knowledge, training and experience Good standard of education and knowledge of administration through NVQ level 3 / RSA Have computer skills microsoft office Experience of working in a call centre Good customer care skills Flexibility in working approach Able to work as part of a team, conversely, able to work independently using own initiative Accuracy in maintaining patient records, reviewing and prioritising patient need Maintaining accurate electronic records for all service activity in preparation for monthly reports 3. Analytical and judgement skills To be the first point of contact for all service users To accommodate patients with appropriate appointments and advise To monitor clinic waiting lists Ability to be attuned to the needs and feelings of others, whether directly or indirectly expressed 4. Planning and organisational skills Excellent organisational skills including ability to prioritise own workload Ability to work within defined guidelines and follow set algorithms 5. Physical skills The post holder will be required to monitor and operate clinics using the Dental software Sensei. 6. Responsibility for patient / client care To have the ability to recognise that patients care is a priority and to ensure that patients are given assistance at all times 7. Responsibility for policy and service development implementation Ability to recognise issues and problems and notify colleagues and senior managers to implement change and service delivery if necessary Ensure all policies and procedures are implemented into your working environment and processes to ensure compliance 8. Responsibilities for financial and physical resources The post holder will be required to deal honestly with the organisation, colleagues and all those who have dealing with the service including patients, relatives and carers
9. Responsibilities for human resources (HR) To maintain own training in line with MCH policy To share information internally and externally maintaining that quality of the service delivery is not compromised To be innovative and proactive by encouraging staff to initiate new ideas in working practices and ensuring a process of continuous improvement is the way services are provided To ensure that service ID badges are managed to comply with MCH policy10. Responsibilities for information resources To ensure that all communication systems utilised within the service are managed securely To maintain own training in line with MCH policy utilising ESR To be innovative and proactive by encouraging staff to initiate new ideas in working practices and ensuing a process of continuous improvement is the way services are provided11. Responsibilities for research and development (R&D) To develop and maintain accurate service records to ensure consistency and quality of service provision Ability to recognise service delivery issues alerting senior management accordingly To ensure all policies and procedures are implemented into your working environment and processes to ensure compliancy12. Freedom to act The extent to which the jobholder is required to be accountable for own actions and those of the post holder will be required to adhere to local Health and Safety arrangements and take reasonable care of his / herself and persons that may be affected by his / her work. The post holder will be required to work as part of a team; conversely, the ability to work unsupervised is also a prerequisite of this role The post holder will be required to adhere to MCH policy13. Physical effort (refer to effort factor questionnaire) The post holder will be office based but will be required to travel to other locations for regular meetings, training and the management of HR issues i.e. ESR and ID badges The role will require the post holder to conduct their duties for hourly periods of time at a computer14. Mental effort (refer to effort factor questionnaire) To maintain concentration in a busy office environment Remain patient focused to ensure quality of service delivery Attention to detail
15. Emotional effort (refer to effort factor questionnaire) The post holder will occasionally have to deal with difficult or challenging patients, for instance, patient suffering from dental discomfort, previous difficulties accessing a dental service and occasionally patients that may consider they should not have to pay for their dental treatment16. Working conditions (refer to effort factor questionnaire) The post holder will predominantly be based at MCH House. However, the post holder will also be required to travel to alternative venues for training purposes and appraisals The post holder will be required to conduct their duties using the dental service computer system and call system
Person Specification
Qualifications Essential
Good Standard of education
Desirable
Revelant qualifications to the role i.e. customer care
Experience Essential
Customer service experience Admin work experience
Desirable
Call Centre experience
Skills Essential
PC Skills, Excel and Word Ability to handle difficult situations
Desirable
Experience of working with Dental software
Values Essential
Caring and compassionate Delivering quality and value Working in partnership
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 Medway Community Healthcare
Address MCH House
Bailey Drive
Gillingham business Park
ME8 0PZ
United Kingdom
Employer's website https://www.medwaycommunityhealthcare.nhs.uk/ (Opens in a new tab)