Job Description
The Dental House are a forward thinking, award winning multi-disciplinary dental practice with an all-round amazing team that we are very proud of. An environment has been created that encourages the personal development and providing services to our patients, all under one roof. We care about our community. We are proud of our location and the patients that we serve and within our vision we strive to spread positive messages and up-to-date information regarding oral health.
Our vision revolves around patient care and high quality dentistry; we want our patients to feel at home at The Dental House. We want you to enjoy coming to work and feel supported in what you do by our highly trained Patient Experience Assistants and Treatment Coordinators. If you would like to join our Dental House family, then we hope to see you soon!
Our Patient Experience Advisors are key to our patient care. Key tasks are:
- Ensure professionalism at all times, providing a warm welcome to our patients, whether that be face to face, inbound and outbound calls or communication via another platform such as social media.
- Creating a positive first impression of The Dental House to new and existing patients providing an exceptional customer service experience. This includes face to face, booking appointments, ring and reminds, follow up calls, taking payments and dealing with patient and account queries.
- To help deliver and improve our patient journey from start to end. To constantly review and generate new ideas that would impact positively upon this
- Ensure that patient confidentiality is maintained at all times, accurately recording patient interactions, confidential records and keeping financial information secure in line with our policies and procedures.
- To ensure key information is captured around individual and team performance (KPI’s) through a Customer Relationship Management (CRM) System which includes responding to emails, social media enquiries, website leads, NHS waiting list enquires, call waiting times, calls answered and any other areas identified.
- To support a number of administration areas such as IAuditor daily task lists, ‘Day Lists’ for Clinicians, logging of Orthodontic lab work, ensuring patient notes are up to date and passed to correct team members.
- Resolve any complaints received into the practice with a ‘right first time’ approach. If a complaint requires escalation, then this is done in line with policies and procedures.
- Effectively communicate and develop a strong working relationship with all staff in other teams across the practice.
- Confident and effective use of all in house systems.
- Promotion of the Dental House’s products and services when an opportunity arises. This includes the Membership Plan.
- Respond accordingly and encourage patient feedback through a number of different platforms.
- Follow and demonstrate commitment to The Dental House policies, professional expectations, vision, values and service.
- To uphold and advocate high levels of service and principles of continuous improvement through leading by example.
- Participation in all aspects of training and personal development, using learning opportunities to develop personal skills necessary to improve effectiveness, efficiency, and delivery of service. About you:
You would preferably have previous customer service & administration experience
Sound knowledge of working with Microsoft programmes
Previous work in a dental background or similar would be an advantage
GDC registered also would be an advantage but not necessary
What do you get in return?
At Portman Dentex, you’ll be part of an inclusive, collaborative team environment where taking ownership of your development journey is both encouraged and supported. We take time to celebrate success and have fun, so why not get in touch and find out more?
In addition to a competitive salary, our benefits package also includes:
- 28 days holiday including bank holidays
- Training and development, with sign up to Agilio
- Free eye test and subsidised glasses via PortmanDentex
- GDC reimbursement
- Bonus scheme
- Cycle to work scheme
- Pension Scheme
- Employee Assistance Programme - 24/7, 365 days a year confidential helpline and counselling service providing help and advice on a range of issues
- Benefits platform with access to discounted shopping, cinema, travel, and much more
To apply for our Patient experience advisor vacancy, you can submit your latest CV. Alternatively, please feel free to share this opportunity with your friends or colleagues who may be interested.
Additional Information
We are an equal opportunity employer and value diversity, equity and inclusion in our workplace. We are committed to creating an environment of mutual respect and are dedicated to providing equal employment opportunities regardless of race, religion or belief, sex, sexual orientation, gender reassignment, pregnancy or maternity, marital or civil partner status, disability, age, or nationality.
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