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Post: Dental Referral Administrator
Reports to: Dental Operational Specialist
Salary: £12.45 per hour
Hours: Full Time or Part Time hours considered.Monday to Friday between the hours 9am-5pm; job share available (some flexibility for the right candidate/s)
Base: Newfield House, Vicarage Lane, Blackpool, Lancashire, FY4 4EW
Overview of the role:
We are seeking a detail-oriented and organized Dental Referral Administrator to manage and coordinate incoming patient referrals. The primary responsibilities include handling referrals that we receive via emails from multiple stake holders, accurately entering referral details into the system. Speaking with patients inbound and outbound calls to process their referral.
This role is ideal for someone who excels in administrative tasks, enjoys helping others, communicates with kindness, and thrives in a team-oriented environment. Committed to delivering exceptional patient care.
The Service:
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.
A new element to our service with imminent start is to manage new referral pathways to support our communities with accessing the dental care they need.
Main Duties
- Receive and process referrals from a variety of dental practices & other health professionals with attention to detail and confidentiality.
- Ensure all referral documentation is complete and accurately entered into the system.
- Manage calls from referred patients inbound and outbound in a warm and professional manner to provide information, answer questions.
- Offer reassurance and support to patients, many of whom may be nervous or unsure about their care.
- Work closely with providers to ensure each patient feels supported and well-informed whilst waiting for their appointment.
- Collaborate with clinical and administrative staff to ensure timely patient care.
- 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.
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
Our Why: To nurture an environment of inspiration, innovation and disruption so this people in our world receive exceptional healthcare for this generation, and the next.
Values: Our organisational culture is very important to us, so it is vital that the successful candidate lives and breathes complimentary values and behaviours. Our behaviours should be in line with our values which form part of our Company DNA:
Fun: People rarely succeed unless they are having fun. Happiness is healthy!
Awesome: We arent here to be average, were here to be awesome!
Humble: Were here to make a difference to the lives of others, NOT to see how important we can become
Brave: We challenge the norm. We have the courage to get the difficult jobs done
Oompf: We have natural oompf! Its infectious!
Go-getting: We are intuitive to changing needs and respond quickly which we do with energy, ideas, and positivity
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
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 - The role is subject to a DBS check which 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
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.
Act on own initiative.
Organisational and effective communication skills - Desirable
Computer/IT Skills
Experience
Essential
Customer service
Administrative skills
Experience in a healthcare office or administrative role preferably in Dentistry.
Professional Telephone Manner
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.
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.
