Job vacancy: Dental Booking Assistant, George Eliot Hospital NHS Trust, Warwick

Job summary

Main area: Community Dental
Grade: NHS AfC: Band 3
Contract: Permanent
Hours: Full time - 37.5 hours per week (Monday - Friday 08:30-17:00)
Job ref: 230-49604246-SURG-A

Employer: George Eliot Hospital NHS Trust
Employer type: NHS
Site: Whitnash Lodge, Leamington Hospital
Town: Warwick
Salary: £24,071 - £25,674 per annum
Salary period: Yearly
Closing: 18/02/2025 23:59

Dental Booking Assistant

NHS AfC: Band 3

George Eliot Hospital NHS Trust opened in 1948 and provides a range of elective, non-elective, surgical, medical, women’s, children’s, diagnostic and therapeutic services to a population of more than 350,000 people.

The hub of the Trust is located on the outskirts of Nuneaton and its services cover a large footprint, including north Warwickshire, south west Leicestershire, and north Coventry. We also provide primary and community services across Coventry, Warwickshire and Leicestershire.

Our vision is "to EXCEL at patient care". If you think you've got what it takes, help us realise this and join #TeamEliot.

Don’t meet every single requirement? Studies have shown that women and people of colour aren’t as likely to apply unless they meet every qualification of non specialist roles.

We’re dedicated to building a diverse, inclusive workplace, so if you’re excited about this role and meet our values, but your experience doesn’t align perfectly with everything in the Job Description or Person Specification– apply anyway or email the Recruiting Manager to discuss the role further

We are proud to support the Armed Forces community. We are a Veteran Aware and Reservist Friendly organisation and welcome applications from Veterans, Reservists, Cadet Instructors, and family members of serving personnel.

Detailed job description and main 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, DNA’d or added to the waiting list in accordance with agreed procedure.
To cancel, reappoint or reschedule patient’s 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 criteria

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 criteria

IT skills (ECDL or equivalent)
Previous experience of administration in the health sector

Experience and Knowledge

Essential criteria

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 criteria

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 criteria

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 criteria

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 criteria

Willing to attend occasional meetings at all Trust sites

Trust Values

Essential criteria

Effective open communication
Excellence and safety in all that we do
Challenge but support
Expect respect and dignity
Local healthcare that inspired confidence

Please note:

George Eliot Hospital NHS Trust utilises a third party recruitment system (TRAC). When applying via NHS Jobs, your submitted application will be imported into TRAC where all subsequent information regarding your application will be generated. You will not be able to track the progress of your application or receive messages via the NHS Jobs website. Furthermore, as an employer, we will not be able to respond to any emails/messages sent to us via the NHS Jobs website.

By applying for this post you are consenting to George Eliot Hospital NHS Trust transferring the information contained in this application to its preferred applicant management system, TRAC.

The Job application data you provide will be used to assess your application for employment at GEH, to verify your information and conduct reference checks, and to communicate with you. If you accept employment with GEH, the information collected will become part of your employment record and will be used for employment purposes.

All information provided will be used for recruitment purposes only and processed in a lawful, fair and transparent manner.

Other:

The Trust is committed to safeguarding and promoting the welfare of individuals and expects all staff and volunteers to share this commitment. As part of our safe recruitment practice, if appropriate for the role, it is a mandatory requirement for all newly appointed staff to complete a Disclosure and Barring Service application.

In response to NICE guidance and to support the reduction of health harm from tobacco, the Trust has a smoke-free site policy which applies to anyone on Trust sites. Staff who smoke will be supported to quit or not smoke whilst on Trust sites.

George Eliot Hospital NHS Trust is committed to creating and sustaining a positive and inclusive working environment for all our employees as they are at the heart of our patients journey. Our aim is to ensure that employees are equally valued, respected, empowered and included within an organisation that is representative of all members of the community. We define diversity as valuing everyone as an individual – taking pride in that we value employees, job applicants, students, volunteers, patients and visitors as people. This is reflected within our excel behaviours with a vision to create a workplace that represents a culture of kindness, joy and inclusion.