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Your future, as a Patient Support Officerat mydentist
You’ll be joining our Patient Support Teamwithin our office called Support Centre, which is in Greater Manchester (M26 1GG).
* The role is permanent andfull 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 an Patient Support Officeryou’ll be:
• To ensure that all correspondence is acknowledged in accordance with NHS and {my}dentist timelines
• To ensure that all complaints/cases are logged accurately on the in-house logging system promptly and in line with {my}dentist complaint logging procedures.
• To help maintain the database of all patient complaints, legal cases, Ombudsman cases and General Dental Council (GDC) cases.
• To conduct a thorough investigation of a case, liaising with the patient and other parties as appropriate and seeing the case through to conclusion in accordance with regulatory and {my}dentist requirements
• To produce a written letter and/or e-mail response for the customer ensuring a high standard of communication is achieved at all times.
• To contribute to achieving team KPI’s by ensuring that calls are answered in line with the targeted 90% answer rate
• To provide help, support and excellent customer service to practices, patients, {my}dentist operational field teams and other external stakeholders (e.g. NHS, Local Area Teams).
• To proactively report and escalate any issues reported through the Patient Support Team into the relevant managers/departments.
• To build effective and successful working relationships with practice, operational field and support center teams to ensure that problems are resolved quickly.
• To administer our practices NHS Profile pages and respond to any online patient feedback in a public forum setting.
• To support patients with general online booking queries and escalate as appropriate
• To support mydentist PR teams with enquiries from the media in accordance with the {my}dentist Media Policy
• To provide training to practices, dentists and Area Management teams through a variety of media, including power point, e-learning etc.
• Take 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 {my}dentist.
• Attend any internal and external training courses as required to fulfil the needs of the role.
• As appropriate to attend local resolution meetings with patients at our practices across the UK
• To understand and promote Vulnerable Adult and Children Safeguarding policies and procedure for mydentist practices. Providing support and guidance to our practice teams and identifying when referrals are required
• To action 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 skill, 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 heling 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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