Dental Booking Agent

at  Local Care Direct

JOB SUMMARY

Local Care Direct is a non-profit Social Enterprise operating across 24 hours a day, 7 days a week, 365 days a year, to provide various primary and urgent health care services across West Yorkshire.

ABOUT US

We care about people at Local Care Direct. Together, we act with kindness & respect, fairness & consistency, and honesty & integrity. Every one of our values is essential, but our impact is greater when we use all of them together.
Our purpose is to care for people. Established as a social enterprise in 2004 to deliver health services across West Yorkshire, our aim is to meet the needs and expectations of our patients, and our NHS and social care partners. Over the years, we have developed a broad range of services for patients across Yorkshire and the Humber including: a centralised contact centre, GP out of hours services, Urgent Treatment Centres, walk-in facilities, a dental assessment and booking service, as well as a number of bespoke services for our NHS clients.

JOB DESCRIPTION

Job Title: Dental Booking Agent - Clinical Assessment and Booking Service (CABS)
Team: Dental CABS
Base Location: Sheridan Teal House, Bradley and/or Lexicon House Leeds
Line Manager: Dental Shift Supervisor
Hours of Work: As per contract (this is a 24 hour service and shifts cover the 24 hour period, 365 days per year including bank holidays)
Staff Group: Non Clinical Contact Centre
DBS Check Level Required: Basic Check

Vaccination Requirement Statement:

• Covid19 double vaccination not required but recommended.
• This job has been rated as Low Risk for requiring Hepatitis B immunisation.
• Flu jab recommended and will be offered.

FOR ALL PATIENTS:

• Ascertaining the patients payment status and offering advice regarding this as necessary. Also ensuring that the patient knows to take proof of their exemption/remission and/or advising regarding completion of a declaration.
• To ensure patients are given correct information relating to exemption from payment of dental charges.
• Also advising as to whether payment can be made by card or has to be cash.
• Booking the patient into an appropriate appointment slot on MyOffice.
• Ensuring that the patient has full details of the location of the appointment, together with any specific information relating to access etc.
• Ensuring that the patient is fully aware of the time of their appointment together with the time that they need to arrive in order to complete a medical history form and relevant paperwork in advance of the appointment. To also advise the patient that if they do take any regular medication they should take details of this to the appointment.
• Offering to those patients that are looking for a regular NHS dentist all possible relevant information available.
• Contacting patients, across areas, to check that they still need their appointment, in order to minimise the number of patients who fail to attend.

MAIN DUTIES OF THE JOB

The Dental Booking Agent will undertake dental call-handling and booking duties. As a key member of the CABS team they will contribute to the delivery of a quality service and the maintenance of quality standards.
They will be responsible for receiving Dental calls made directly to the CABS service and the accurate input of caller information on to the computer system.
Contact with the CABS service may be directly via a telephone call, in which case it will be necessary to take demographic details and undertake a non-clinical assessment to arrive at a disposition to meet the patients need for urgent dental treatment.
The Dental Booking Agent will be responsible for contacting patients where their details are notified via NHS 111 ITK contact information and book them into available appointments across Yorkshire and Humber, as appropriate, in line with relevant protocols.

JOB PURPOSE:

• To respond to dental patient calls in a professional and timely manner, in line with all relevant protocols/procedures and key performance indicators for the service.
• As a key member of the CABS team you will contribute to the delivery of a quality service and the maintenance of quality standards.
• To identify those patients appropriate to be booked into an urgent dental care appointment and priorities need when booking into an appointment.
• To ensure that patients who are not appropriate to be booked into and urgent dental care appointment are provided with relevant information in finding a regular dentist using the NHS UK website.
• To strive to improve performance and quality as needed, in line with Local Care Direct (LCD) policies and procedures.
• Maintain relationships with dental practices through DCABS service.
• Contact with the CABS service may be directly via a telephone call, in which case it will be necessary to take demographic details and undertake a non-clinical assessment to arrive at a disposition to meet the patients need for urgent dental treatment.
• The post-holder will be responsible for receiving Dental calls made directly to the CABS service and the accurate input of caller information on to the computer system.
• Alternatively, some patients will have already gone through a clinical assessment process undertaken by NHS 111, in which case the demographic information and disposition will be available from an ITK message in the computer system.
• The post-holder will be responsible for contacting patients where their details are notified via NHS 111 ITK contact information and book them into available appointments across Yorkshire and Humber, as appropriate, in line with relevant protocols.