Cambridgeshire Community Services NHS Trust
The Dental Service provides a wide range of treatments to a diverse group of people; therefore, good interpersonal skills are required to fulfil this frontline role.
You will be part of a team of Receptionists, spanning five clinics, including Wisbech, Ely, Cambridge and Huntingdon, so good communication and teamwork skills are vital.
You must possess excellent communication and people skills as some patients may present with complex needs or have a language barrier.
This is an extremely busy service offering a wide range of treatments to a diverse group of people. We fundamentally offer urgent care triage/treatment to those in need, but our clinics include Additional Needs Dentistry and Minor Oral Surgery, thus good time management skills are imperative.
This is either a full-time role or two part-time roles.
Additional working pattern: Monday - Friday. Clinic open 12 hours per day. Shift pattern to be confirmed.
Main duties of the job
* Maintain a professional and organised approach when greeting and attending to patients and visitors.
* Answer telephone calls including the emergency line and booking appointments across five clinics.
* Produce and maintain patient files in a timely manner with attention to detail.
* Book and reschedule diaries often at short notice.
* Undertake all administrative tasks in a timely and accurate manner.
* Cancel and reschedule clinics often at short notice.
About us
Rated 'Outstanding' by the Care Quality Commission, we are proud to provide high quality innovative services across most of the east of England that enable people to receive care closer to home and live healthier lives.
If you share our passion for innovative and high-quality care delivery, then please submit your application and join us on our exciting journey as a leading-edge specialist community provider. All are welcome to apply and our promise to you is a culture which prioritises staff engagement and development.
Job responsibilities
* Reception/Appointment Book/Treatment.
* Booking urgent care telephone triage appointments and treatment appointments, where appropriate.
* Managing the waiting room, including greeting patients and advising them of any excessive delays.
* Re-booking additional needs appointments or minor oral surgery appointments.
* Maintain the appointment system to ensure that surgery time is utilised appropriately.
* Distribute post accordingly.
* Record referral/communication correspondence in the patients notes and action accordingly.
* File all letters/correspondence in the appropriate place.
* Accurately prepare and maintain patient records.
* Prioritise workload. You will be working within a team so it is imperative that you work proactively together to complete reception tasks meeting deadlines to enable the service to perform efficiently.
* Maintain administrative systems to ensure good working practice.
* Use judgemental and analytical skills to anticipate the needs of the patient.
* Maintain the Reception area.
* Making of appointments and taking telephone calls, interpreting as necessary the needs of both patients and clinicians enabling situations to be dealt with promptly and efficiently.
* Most of our patients require a lot of emotional support to persuade them to accept treatment. It must be recognised that anxiety can often be displayed as aggression.
* Knowledge of computer use is essential for input of patient data, payment transactions and other services.
* Collection of charges as appropriate.
* Cashing up/banking, recording all necessary details.
* On occasions, work independently managing the department administration and giving appropriate advice when necessary.
* Maintain patient confidentiality at all times.
* Maintaining own professional development and requirement to take part in appraisal and KSF process.
* Compliance with NHS code of conduct.
* Attend appropriate meetings.
* Encourage and motivate other team members.
* Support others by sharing skills and knowledge of the job.
Person Specification
Qualifications and Training
* GCSE English and Maths Grade C and above
Experience
* Reception/Customer Care experience
* Post Holder must have a degree of experience in the field of Administration
* Experience of working with the general public
* Experience of answering telephone calls in a busy high volume call environment
* Good communication skills both verbal and written
* Post holder must have sound knowledge and experience of working within an NHS practice/organisation
Knowledge and Skills
* Excellent communication/interpersonal skills
* Effectively prioritises and co-ordinates own work
* Computer literate with excellent keyboard skills
* Good working knowledge of Microsoft Office applications
* Work flexibly as part of a team
* Good time management
* Has a realistic knowledge of personal strengths and areas for development
* Can demonstrate flexibility of approach
* Ability to remain calm under pressure
* Capable of consistent performance
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 name
Cambridgeshire Community Services NHS Trust
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