Clinic Coordinator

Job summary

Join our dentaline team and help us make a difference.

The successful candidate will be responsible for the smooth running of the out of hours emergency dental service clinic based at our Larkfield site, providing full reception/administrative support to the clinical team, and liaising with the service call centre to ensure all patient needs are managed efficiently.

The successful candidate may on occasion be required to travel to one of our other dentaline sites based at Rochester, Larkfield and in exceptional cases Canterbury.

Main duties of the job

To ensure the smooth running of the out of hours emergency dental service clinic providing full reception/administrative support to the clinical team. To meet and greet the patients as they arrive in clinic maintaining a high level of customer care. Generating documentation and managing patient finances both electronically and paper format. Liaising with the service call centre to ensure all patient needs are managed efficiently. Take payments or determine any exemption they may have Liaise with the dentist, nurse or call centre regarding any issues that arise Make patients feel comfortable when they are anxious and in pain Complete the financial log Compile all paperwork making sure that all information is logged on the system and agrees at the end of the shift Coordinate the smooth running of the session Un-locking at the start of the session and ensuring everything is locked away at the end.

About us

So what else?

This is your chance to join a progressive and innovative service in a social enterprise that is patient and staff focused - you'll even have the opportunity to become an MCH shareholder.

We encourage staff to get involved in exploring new ways of working and service development.

We'll provide well established, in-service training, one to one supervision, and appraisals with regular support.

You'll be able to develop your skills in a friendly and supportive team.

Would you like to work flexibly?In the NHS, we are reminded every day of how important work life balance is. As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us, for our patients and for you. Speak to us about how we might be able to accommodate a flexible working arrangement.

The small print

Informal visits can be arranged on request.

We will offer you the choice of two pension schemes; the NHS Pension scheme and the scottish widows group pension scheme.

MCH encourages all staff to be double COVID vaccinated to protect themselves, their colleagues, their family and their patients.

Job description

Job responsibilities

1. Communication and relationship skills

Liaise with the call centre and clinic staff to ensure the smooth running of the clinic sessions

Liaise with the associated administration teams when problems occur following a working session

To be the first point of contact for the patients accessing the clinic maintaining a high standard of customer care throughout the patient journey

Excellent written and verbal communication skills required; in order to communicate sensitive and confidential information

2. Knowledge, training and experience

Good standard of education to GCSE level or NVQ level 3 equivalent

Knowledge of administration procedures

Experience of working within a public service reception environment

Flexibility to work in all dentaline clinics

Ability to use Microsoft office packages in particular excel and word

Ability to maintain databases

Good time management skills and ability to prioritise work when there are competing demands

Ability to run reports from dental software and to maintain patient records following training on the system

3. Analytical and judgement skills

The post hold should:

Act on own initiative when required by following the service policies and procedures in the absence of another team member locally

When faced with staff shortages, to liaise with the call centre, teams locally and to manage patient flow accordingly

To inform clinical teams when presented with more urgent treatment needs, thus managing patient flow ( prioritise children, trauma and haemorrhaging patients)

All of the above to be carried out in accordance with MCH policies and procedures.

4. Planning and organisational skills

The post holder should:

Keep session logs for patient charges maintaining accurate financial records on the service software

Ensure patient charges are taken and recorded accurately on the system this will include; establishing a patients exemption status, and ensuring the relevant claim forms are completed and signed accurately by the patient and clinical staff

Reconciling all patient charges per session liaising with clinical staff and reporting discrepancies accordingly to the service finance administrators and administration manager

Ensure that any operational issues that may compromise the delivery of services within contracted session/sessions are dealt with in an appropriate manner, bringing to the attention of the administration office via email or telephone. This may include arranging, at short notice, re-organising the staff rota and the management of urgent deliveries to include; general supplies and pharmacy.

Attend service team meetings (out of office hours)

Report equipment breakdowns that occurs during a dentaline session to the dental engineer

Responsibility for prioritising and managing own work load during the working shift

Liaise with the call centre on the activity and patient throughput to ensure the smooth running to the clinic session

5. Physical skills

To ensure that the patient notes and general correspondence are managed in accordance with the service protocols.

Good keyboard, IT skills and a working knowledge of microsoft office packages ( excel, word and outlook)

Ability to travel to alternative locations, for the service, at short notice to ensure that service delivery is not compromised.

6. Responsibility for patient / client care

The post holder should:

Ensure that a high level of customer care is maintained at all times enhancing the patients experience and elevating the service profile.

Ensure the patient is given appropriate post-operative advice leaflets where necessary.

Ensure that all patients are attended to whilst they are waiting at the clinic and to inform the clinical team of any clinical issues that may arise.

7. Responsibility for policy and service development implementation

The post holder will be:

Responsible for ensuring all implemented policies, procedure and guidelines within the organisation and the dentaline service are adhered to within their own area of work.

To ensure patient confidentiality and data protection is adhered to at all times.

To assist with the implementation of change to improve service delivery, moreover, working within own remit.

8. Responsibilities for financial and physical resources

The post holder will be:

To act as a key holder for the service maintaining safe procedures for security at clinic location

To notify the dental management and HQ admin team of any security breach, generating an incident report alert as per MCH policy.

Responsible for calculating, collecting and reconciling patient payments for treatment received in-line with the organisations standing financial instructions

Responsible for the input of patient sundries within the R4 system to ensure correct reporting can be achieved for the service

Responsible for issuing receipts to patients for the monies paid and managing a log for all finance for session worked

Responsibilities will include; balancing the end of session finances, producing an accurate end of session financial report and forwarding to the administration office and to manage procurement for the clinic location by liaising with duty nurse and HQ administrator.

9. Responsibilities for human resources (HR)

To maintain own training in line with MCH policy To promote MCH values May on occasion be required to train/supervise less experienced employees such as new starters, or lower bands.

10. Responsibilities for information resources

Attention to detail, ensuring that patient data is input onto the appointment system correctly and kept up to date

To ensure that data is retained by the service within the defined boundaries set out by the data protection act 1988.

11. Responsibilities for research and development (R&D)

The post holder will be required to maintain competencies necessary for the role and to highlight any shortfall to the Administration Manager

Assisting with patient and employee surveys and audits as required by the service and organisation

12. Freedom to act

The post holder should:

Be able to prioritise own workload and act independently within the service guidelines and be governed by policies and procedures outlined by the organisation to ensure that the patient experience is of a high standard.

13. Physical effort (refer to effort factor questionnaire attached)

Predominantly the post holder will be required to provide administrative support for the dentaline service using dental software.

Regular use of computer

Unpacking of stationary items

14. Mental effort (refer to effort factor questionnaire attached)

Maintaining concentration in a busy reception environment Remain patient focused to ensure quality of service delivery Attention to detail

15. Emotional effort (refer to effort factor questionnaire attached)

Due to the nature of the emergency dental service we offer the post holder will occasionally have to deal with difficult or challenging patients, for instance, patients suffering from dental discomfort, patients unhappy about having to wait for to be seen for emergency dental treatment, and occasionally patients that consider they should not have to pay for the service.

16. Working conditions (refer to effort factor questionnaire attached)

The post holder will predominantly be based at Larkfield health centre. On occasion there is the need to travel to other dentaline sites which are located across the whole of Kent, to ensure quality of service to patients The post holder will be required to conduct their duties using the dental service computer system Person Specification

Experience in an admin role

Essential

IT experience Experience in an administration role Good education especially in English and Maths

Desirable

IT qualifications NHS/Dental experience Dental Software experience

Public Facing

Essential

Ability to communicate Good telephone manner Public facing role experience

Desirable

Experience in dealing with patients in pain Calmness under pressure

Ability to work unsupervised

Essential

Problem solving skills Ability to work unsupervised

Desirable

Adaptability NHS experience

MCH values

Essential

Good understanding of MCH values

---