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Post: Dental Call Handler
Reports to: Dental Operational Specialist
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.
Base: Newfield House, Vicarage Lane, Blackpool, Lancashire, FY4 4EW
About: An exciting opportunity has arisen for a dynamic & compassionate Individual to join our dental team. 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.
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.
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
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
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.
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.
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.
