Job summary Dental Booking Assistant 37.5 Hours per week (Monday - Friday 08:30-17:00) Permanent Salary: £24,071 - £25,674 per annum Closing Date: 18th February 2025 Interview Date: 6th March 2025 This post may close early due to high numbers of applications, so you are advised to apply promptly. All correspondence for this vacancy will be sent by email; please check your account regularly including your Junk and SPAM areas. A great and friendly place to work, so bring your passion, commitment and expertiseand enjoy the opportunities to make a difference every day. JoinTeamEliot Main duties of the job To provide a comprehensive and confidential service, working within the Booking team in accordance with Departmental, Trust and National standards, policies and procedures. Assisting and supporting the Booking & Access Team Leader and, Clinical teams where necessary, in the day-to-day management of their areas. To act as a source of advice and guidance to the Booking Team and patients regarding the services provided and referral pathways. To support the Trust in maintaining and improving the patients' journey from Referral to Treatment, ensuring booking times does not exceed the National target. To act as a source of advice and guidance to the Booking Team and patients regarding the services provided and referral pathways. Liaising between patients/carers and the clinician team within the dental service. Providing support and guidance to the Booking Team and overseeing day to day workload. About us Here at George Eliot our vision to ' excel at patient care' takes centre stage. An ever evolving clinically-led acute service provider we are on a journey to continually provide high quality, safe and responsive services delivered by inspiring, friendly and compassionate staff who share our corporate values which underpin everything we do. Our values are not just words on a piece of paper, they bond us together, reflect our ambition and shape who we are: E ffective Open Communication e x cellence and safety in everything we do C hallenge but support E xpect respect and dignity L ocal health that inspires confidence Benefits: On-site nursery, 27 days minimum annual leave plus bank holidays, cycle to work scheme, flexible working, extensive in-house course learning directory, buying and selling of annual leave, subsidised restaurant, tranquillity garden and generous subsidised on-site parking. Date posted 03 February 2025 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year per annum Contract Permanent Working pattern Full-time Reference number 230-49604246-SURG-A Job locations Whitnash Lodge, Leamington Hospital Heathcote Lane Warwick CV34 6SR Job description Job responsibilities The post holder will be required to provide and receive complex or sensitive information for patients and staff at Warwickshire Special Care Dental Service. Deal with all telephone calls relating to dental appointments and booking system. Ensuring calls are dealt with in a polite, pleasant and professional manner. Check and update patient details on Kodak R4 system in accordance with the data quality standards and the Patient Access Policy. Booking of all patients appointments in line with the National time targets for dentistry. To act as the first point of contact for dealing with patient enquiries or complaints, and take the necessary action, liaising and effectively communicating at all levels using written, oral and electronic methods. To ensure, wherever possible, that all documentation is up to date, in an orderly fashion and available whenever decisions are being made, reporting exceptional circumstances where necessary. To continually contribute to patient and business improvement agendas. This will require undertaking any project work as directed including obtaining information using current systems and share ideas for potential service improvement. To assist with the implementation and maintain an efficient office management system/procedure to enable the department to optimize their standards of service. Support team members. Providing cross-over on a reciprocal basis in the absence of colleagues and providing day to day supervision, when required. Registration and management of e-referrals via the REGO system. Ensure all patients are added to the relevant access pathway and actioned in a timely manner. Contacting patients for short notice appointments maximizing clinic utilisation. To outcome all patient attendances, ensuring that all patients have either been reappointment, discharged, DNAd or added to the waiting list in accordance with agreed procedure. To cancel, reappoint or reschedule patients appointments at the patient or senior management teams request. Support the areas with ad hoc duties Absorb information from many different points of contact including patients with anxiety, dental phobic, cultural or language difficulties; as well as clinical staff, secretaries, health professionals, GP surgeries, and hospitals, by written, verbal and email communication. Act on the information and distribute accurately. Support the Lead Administrator in the management of stock and re-ordering of consumables when required on the Trust ordering system. Support the Lead Administrator in dealing with any paperwork e.g. requisitions, delivery notes, invoices relating to the orders raised on e-Procurement, in accordance with Trust policies. To highlight any operator errors with Kodak R4 to the Booking & Access Team Leader and support users in following the correct procedures and protocols. To undertake any other duties as appropriate to the role. Liaise regularly with Booking & Access Team Leader and Clinical teams to establish future clinic profiles, ensuring demand is met and to maintain a consistent volume of appointment slots. This will also involve arranging and attending quarterly meetings with clinicians to keep them update with regard to the waiting list. Report appointment capacity concerns to the Booking & Access Team Leader. Please note that this list is not exhaustive, for more information please find that the full details can be found in the attached Job Description and Personal Specification. Job description Job responsibilities The post holder will be required to provide and receive complex or sensitive information for patients and staff at Warwickshire Special Care Dental Service. Deal with all telephone calls relating to dental appointments and booking system. Ensuring calls are dealt with in a polite, pleasant and professional manner. Check and update patient details on Kodak R4 system in accordance with the data quality standards and the Patient Access Policy. Booking of all patients appointments in line with the National time targets for dentistry. To act as the first point of contact for dealing with patient enquiries or complaints, and take the necessary action, liaising and effectively communicating at all levels using written, oral and electronic methods. To ensure, wherever possible, that all documentation is up to date, in an orderly fashion and available whenever decisions are being made, reporting exceptional circumstances where necessary. To continually contribute to patient and business improvement agendas. This will require undertaking any project work as directed including obtaining information using current systems and share ideas for potential service improvement. To assist with the implementation and maintain an efficient office management system/procedure to enable the department to optimize their standards of service. Support team members. Providing cross-over on a reciprocal basis in the absence of colleagues and providing day to day supervision, when required. Registration and management of e-referrals via the REGO system. Ensure all patients are added to the relevant access pathway and actioned in a timely manner. Contacting patients for short notice appointments maximizing clinic utilisation. To outcome all patient attendances, ensuring that all patients have either been reappointment, discharged, DNAd or added to the waiting list in accordance with agreed procedure. To cancel, reappoint or reschedule patients appointments at the patient or senior management teams request. Support the areas with ad hoc duties Absorb information from many different points of contact including patients with anxiety, dental phobic, cultural or language difficulties; as well as clinical staff, secretaries, health professionals, GP surgeries, and hospitals, by written, verbal and email communication. Act on the information and distribute accurately. Support the Lead Administrator in the management of stock and re-ordering of consumables when required on the Trust ordering system. Support the Lead Administrator in dealing with any paperwork e.g. requisitions, delivery notes, invoices relating to the orders raised on e-Procurement, in accordance with Trust policies. To highlight any operator errors with Kodak R4 to the Booking & Access Team Leader and support users in following the correct procedures and protocols. To undertake any other duties as appropriate to the role. Liaise regularly with Booking & Access Team Leader and Clinical teams to establish future clinic profiles, ensuring demand is met and to maintain a consistent volume of appointment slots. This will also involve arranging and attending quarterly meetings with clinicians to keep them update with regard to the waiting list. Report appointment capacity concerns to the Booking & Access Team Leader. Please note that this list is not exhaustive, for more information please find that the full details can be found in the attached Job Description and Personal Specification. Person Specification Qualifications Essential GCSE's in Maths and English at Level 5 or above or equivalent Administrative/Customer Service Skills at level 3 or equivalent training and/or experience Good Customer service skills Desirable IT skills (ECDL or equivalent) Previous experience of administration in the health sector Experience and Knowledge Essential Proven experience of delivering a wide range of administration tasks to a high standard, in a patient/service focussed environment. Experience of delivering objectives with a constantly changing environment Experience of dealing with patients and the public in a polite, pleasant, and professional manner Maintain patient details according to data quality standards Ability to deliver a high level of accuracy and consistency in all work undertaken Knowledge of paper and electronic records management Desirable Experience of working in an NHS/Dental services environment Knowledge of National time targets for Commissioned Service Knowledge of Electronic Referral System (REGO) Ability to use initiative to resolve problems. Knowledge of medical terminology Skills and Abilities Essential Ability to work under pressure and remain calm under a range of circumstances Ability to follow instructions and complete assigned tasks Ability to deal with the public on the phone Ability to support and reassure patients/carers in distress Demonstrates understanding of own role within the team Willingness to develop self and undertake in-house study Willingness to produce a personal development plan with manager Good standard of written and spoken English Understands the importance of maintaining confidentiality Able to summon help in an emergency Able to report risk issues via Datix and to manager Personal Qualities Essential Ability to form positive working relationships and work as part of a team. Ability to communicate accurately and effectively with patients and colleagues, verbally and in writing Other Essential Willing to attend occasional meetings at all Trust sites Trust Values Essential Effective open communication Excellence and safety in all that we do Challenge but support Expect respect and dignity Local healthcare that inspired confidence Person Specification Qualifications Essential GCSE's in Maths and English at Level 5 or above or equivalent Administrative/Customer Service Skills at level 3 or equivalent training and/or experience Good Customer service skills Desirable IT skills (ECDL or equivalent) Previous experience of administration in the health sector Experience and Knowledge Essential Proven experience of delivering a wide range of administration tasks to a high standard, in a patient/service focussed environment. Experience of delivering objectives with a constantly changing environment Experience of dealing with patients and the public in a polite, pleasant, and professional manner Maintain patient details according to data quality standards Ability to deliver a high level of accuracy and consistency in all work undertaken Knowledge of paper and electronic records management Desirable Experience of working in an NHS/Dental services environment Knowledge of National time targets for Commissioned Service Knowledge of Electronic Referral System (REGO) Ability to use initiative to resolve problems. Knowledge of medical terminology Skills and Abilities Essential Ability to work under pressure and remain calm under a range of circumstances Ability to follow instructions and complete assigned tasks Ability to deal with the public on the phone Ability to support and reassure patients/carers in distress Demonstrates understanding of own role within the team Willingness to develop self and undertake in-house study Willingness to produce a personal development plan with manager Good standard of written and spoken English Understands the importance of maintaining confidentiality Able to summon help in an emergency Able to report risk issues via Datix and to manager Personal Qualities Essential Ability to form positive working relationships and work as part of a team. Ability to communicate accurately and effectively with patients and colleagues, verbally and in writing Other Essential Willing to attend occasional meetings at all Trust sites Trust Values Essential Effective open communication Excellence and safety in all that we do Challenge but support Expect respect and dignity Local healthcare that inspired confidence 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name George Eliot Hospital NHS Trust Address Whitnash Lodge, Leamington Hospital Heathcote Lane Warwick CV34 6SR Employer's website http://www.geh.nhs.uk/ (Opens in a new tab)