Job Title: Dental Booking Agent - Clinical Assessment and Booking Service (CABS) Team: Dental CABS Base Location: Sheridan Teal House, Bradley and/or Lexicon House Leeds Line Manager: Dental Shift Supervisor Hours of Work: As per contract (this is a 24 hour service and shifts cover the 24 hour period, 365 days per year including bank holidays) Staff Group: Non Clinical Contact Centre DBS Check Level Required: Basic Check Vaccination Requirement Statement: Covid19 double vaccination not required but recommended. This job has been rated as Low Risk for requiring Hepatitis B immunisation. Flu jab recommended and will be offered. Job Purpose: To respond to dental patient calls in a professional and timely manner, in line with all relevant protocols/procedures and key performance indicators for the service. As a key member of the CABS team you will contribute to the delivery of a quality service and the maintenance of quality standards. To identify those patients appropriate to be booked into an urgent dental care appointment and priorities need when booking into an appointment. To ensure that patients who are not appropriate to be booked into and urgent dental care appointment are provided with relevant information in finding a regular dentist using the NHS UK website. To strive to improve performance and quality as needed, in line with Local Care Direct (LCD) policies and procedures. Maintain relationships with dental practices through DCABS service. Contact with the CABS service may be directly via a telephone call, in which case it will be necessary to take demographic details and undertake a non-clinical assessment to arrive at a disposition to meet the patients need for urgent dental treatment. The post-holder will be responsible for receiving Dental calls made directly to the CABS service and the accurate input of caller information on to the computer system. Alternatively, some patients will have already gone through a clinical assessment process undertaken by NHS 111, in which case the demographic information and disposition will be available from an ITK message in the computer system. The post-holder will be responsible for contacting patients where their details are notified via NHS 111 ITK contact information and book them into available appointments across Yorkshire and Humber, as appropriate, in line with relevant protocols. KEY PRINCIPLES Call-handling and non-clinical assessment of calls received into CBS: To receive incoming Dental telephone calls in a polite and professional manner in keeping with the image of Local Care Direct. To make outbound calls to patients who have been assessed via YAS111 and book an appointment in a timely and professional manner. To record accurately the demographic details of the caller onto the computer system. To deal with the callers request for access to Urgent Dental Treatment Services by working through the non-clinical assessment computer system to identify the appropriate disposition and priority. Based on the disposition produced by the non-clinical assessment system, offering and agreeing on the most convenient appointment available in their geographic area. Travel out of area to be offered as appropriate, if authorised by the Shift Supervisor. Transfer the call to a Dental Triage Nurse, or to another clinician or service, when that is indicated by the non-clinical assessment computer system. Communicate effectively with callers, in order to ensure that they understand the rationale behind the system of assessment and prioritisation. Where Dental Nurse triage is not indicated or necessary and it is inappropriate to book the patient into an urgent dental appointment, or when there is no available appointment, offer appropriate and accurate advice to the patient regarding access to a regular dentist or other relevant service e.g.: pharmacist; dental laboratory; GP / other HCP referral to a domiciliary dental service. To work as part of a growing and developing DCABS team. Dealing with ITK cases received from NHS 111 will entail: Contacting the patient and checking demographics before offering and agreeing on the most convenient appointment in their geographic area. Travel out of area to be offered as appropriate, if authorised by the Shift Supervisor. For all patients: Ascertaining the patients payment status and offering advice regarding this as necessary. Also ensuring that the patient knows to take proof of their exemption/remission and/or advising regarding completion of a declaration. To ensure patients are given correct information relating to exemption from payment of dental charges. Also advising as to whether payment can be made by card or has to be cash. Booking the patient into an appropriate appointment slot on MyOffice. Ensuring that the patient has full details of the location of the appointment, together with any specific information relating to access etc. Ensuring that the patient is fully aware of the time of their appointment together with the time that they need to arrive in order to complete a medical history form and relevant paperwork in advance of the appointment. To also advise the patient that if they do take any regular medication they should take details of this to the appointment. Offering to those patients that are looking for a regular NHS dentist all possible relevant information available. Contacting patients, across areas, to check that they still need their appointment, in order to minimise the number of patients who fail to attend. General As the demand for appointments may exceed the number of appointments available, the Dental Booking Agent will need to be sympathetic to the patient but at the same time recognise that the patient may well be unhappy with the situation and be able to deal with this appropriately. The Dental Booking Agent will be expected to support managers in the implementation of new or changed services which impact on the Local Care Direct CAB service. The Dental Booking Agent will be expected to support Shift Supervisors / Diary Coordinators as required. COMMUNICATIONS & RELATIONSHIPS To ensure agreed lines of communication and reporting are implemented within the team to support all employees understanding LCD business plans, objectives, priorities and changes. To promote effective cross-functional working and that the operational team supports the achievement of objectives, standards and protocols of other LCD areas. To attend internal and external meetings representing LCD and engaging in discussions appropriate to the role and level of the post. PATIENT CARE To ensure that the quality of patient care is firmly at the centre of the organisations objectives and vision. To ensure the management and monitoring of the highest standards or safety and quality in the delivery of healthcare and related services, and manage risk within Local Care Direct. FINANCIAL RESOURCES To ensure financial policies and procedures are maintained and the budget is adhered to and that best value for money is achieved. CONFIDENTIALITY To operate and ensure the team operates within information governance protocols and that business confidentiality is maintained at all times. TRAINING To complete the defined company induction programme and core training for this role and mandatory refresher training thereafter and ensure that accurate records of training are maintained. INFECTION PREVENTION AND CONTROL Healthcare workers have a duty of care to patients and are expected to comply fully with the companies Infection Prevention and Control (IP&C) policies and attend/complete IP&C training, for personal and patient safety and for prevention of healthcare-associated infection (HCAI). Knowledge, skills and behaviour in the workplace should reflect this. SAFEGUARDING Individuals have a duty of care to children and vulnerable adults that they come into contact with whilst at work to safeguard and promote their welfare and to work to prevent, recognise, respond, appropriately refer and record potential neglect or abuse, adhering to the companys Safeguarding Children and Safeguarding Vulnerable Adults policies and procedures. MANAGING SELF Ensure that relevant professional practice is evidence based and current. Ensure that continual professional development is maintained and facilitates the ability to provide care to a high standard in a way that is both safe and cost effective. Ensure that mandatory training is up to date and participate in training as appropriate. Effectively utilise time management, organisational, co-ordination and if required - management skills. Identify own professional development needs through the Personal Development Review process (PDR). The main duties and responsibilities shown here are not exhaustive and the postholder will be expected to carry out any reasonable activities according to the needs of the business as directed by the line manager.