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Your future, as a Patient Support Officer at mydentist
You’ll be joining our Patient Support Team within our office called Support Centre, which is in Greater Manchester (M26 1GG).
* The role is permanent and full time
* Hybrid working arrangements
* Supportive and experienced team
* You will benefit from free onsite parking and Kearsley train station is just a short walk away
* With an onsite mini market shop and casual seating space inside and outside (for the sunnier days)
Your future, with us
Working at mydentist means you’ll be part of the UK’s leading dental network. Here, you’ll be trusted to do your best work, balancing your career around your life. We’re ambitious, focusing on the big picture and transforming how we deliver dentistry. Supported by a talented and driven team everyone is free to be themselves, where respect is a given and we’re always there for one another.
* Holidays rising to 27 days per year with service (plus bank holidays)
* Health and wellbeing benefits; including a virtual GP service and Employee Assistance Programme helpline which includes free counselling sessions
* Access to fantastic discounts at cinemas, major retail brands, restaurants and coffee chains - simple and easy to access making it possible to save hundreds of pounds a year
* Recognition schemes including Support Centre Heroes and service awards
Your future, your role
As a Patient Support Officer you’ll be:
* Ensuring that all correspondence is acknowledged in accordance with NHS and mydentist timelines.
* Logging all complaints/cases accurately on the in-house logging system promptly and in line with mydentist complaint logging procedures.
* Maintaining the database of all patient complaints, legal cases, Ombudsman cases and General Dental Council (GDC) cases.
* Conducting thorough investigations of cases, liaising with patients and other parties as appropriate and seeing the cases through to conclusion in accordance with regulatory and mydentist requirements.
* Producing written letter and/or e-mail responses for customers ensuring a high standard of communication is achieved at all times.
* Contributing to achieving team KPIs by ensuring that calls are answered in line with the targeted 90% answer rate.
* Providing help, support, and excellent customer service to practices, patients, mydentist operational field teams and other external stakeholders (e.g. NHS, Local Area Teams).
* Proactively reporting and escalating any issues reported through the Patient Support Team into the relevant managers/departments.
* Building effective and successful working relationships with practice, operational field and support center teams to ensure that problems are resolved quickly.
* Administering our practices NHS Profile pages and responding to any online patient feedback in a public forum setting.
* Supporting patients with general online booking queries and escalating as appropriate.
* Assisting mydentist PR teams with enquiries from the media in accordance with the mydentist Media Policy.
* Providing training to practices, dentists and Area Management teams through various media, including PowerPoint, e-learning etc.
* Taking responsibility for own learning and development, keeping up to date with all policy, procedural and regulatory developments, maintaining accreditation and making full use of available structured learning opportunities available at mydentist.
* Attending any internal and external training courses as required to fulfill the needs of the role.
* Attending local resolution meetings with patients at our practices across the UK as appropriate.
* Understanding and promoting Vulnerable Adult and Children Safeguarding policies and procedures for mydentist practices, providing support and guidance to our practice teams and identifying when referrals are required.
* Performing any other administration/tasks as required by the business.
Person Specific
* Possess customer service experience, preferably gained with a background in customer complaints.
* Certified in Safeguarding Children and Vulnerable Adults Level 1,2 & 3 (desirable but not essential as in-house training will be given).
* Possess excellent grammar and literacy skills, to be able to compose letters and e-mails in response to patient and colleague contacts.
* Able to analyse data and make decisions confidently.
* Customer focused when dealing with a range of people and circumstances.
* Have meticulous attention to detail and possess effective organisation and administrative skills, able to manage own workload to meet stretching targets and strict deadlines.
* Good presentation skills in order to deliver training programmes to a varied audience.
* Must be a team player who is willing to adapt and change with the emerging service needs of a growing business.
* Strong interpersonal skills and a desire to progress and learn new skills.
* Be hard working with a proactive and resilient attitude and able to self-motivate.
* Willing to undergo necessary training as may be required within the development of the role, or to help with the development of others (travel to training venues and overnight stays may be required with notice).
* Feel confident working alongside senior management.
Enjoy being part of a team that’s passionate about supporting our practices and ultimately helping the nation smile.
Your future starts here
Build a fulfilling career with us, where you'll find the opportunity to develop your skills and shape your work life with the support of a caring and inclusive team who support one another.
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