Scope and Range To provide a high standard of service to the patient/caller by dealing safely and promptly with all calls. To assess each patient by prioritizing the patients condition with aid of dental telephone triage framework and training given. To offer appropriate pain relief. To identify serious and urgent situations and refer patient to appropriate service within a specific timeframe. To provide callers with contact details for other NHS services as appropriate. To maintain accurate dental call logs. To ensure confidentiality process is adhered to at all times. To ensure continuous personal development by ensuring knowledge is up to date KEY RESPONSIBILITIES 1. The post holder will be autonomous and mainly work from home; he/she will clinically assess patients needs and offer an appropriate outcome within a triage framework 2. The post holder will have the knowledge required to offer appropriate analgesic advice through the use of reference materials and regular pharmacy updates. 3. The post holder will have the ability to problem solve which may include system down time. 4. The post holder is required to give and receive sensitive information sometimes from patients who may feel vulnerable, have limited communication or be hostile or verbally aggressive. 5. The post holder will be required to communicate with nervous, anxious and upset patients/callers; patients with learning or behavioral difficulties, mental health problems, or physical disability. 6. Maintain accurate computerized consultation records using the Adastra Patient Management System. 7. Use complex telephony systems to handle calls and must be able to operate the systems while at home. 8. Implement policy that manages systems failure when required. 9. Actively participate in health and safety risk issues. 10. Access and make effective use of the language systems required for people with language difficulties (e.g. Language Line) This job description lists the main tasks but is not exhaustive and will be regularly reviewed and updated in discussion with the post holder.