Call Handler

Job Summary The post holder will answer incoming calls from individuals looking to access our Urgent and Emergency Dental Care Service. The Call Handler confirms with the individual via set criteria the reason for their call and where possible books them in with a dentist for an emergency dental appointment. Where this is not possible, the Call Handler makes the caller aware, advises them on when to call back and provides details of the Out of Hours dental service. Other callers who are not looking to make an emergency dental appointment will also call in and the Call Handler will answer any questions they have regarding future appointments, registration with the service and any other general enquiries. Where the Call Handler cannot directly answer these questions, they are then forwarded on to the most appropriate person who can deal with them accordingly. Key accountabilities Ensure all calls are dealt with speedily and effectively in a professional manner Be responsible for ensuring,
where possible, that patients who meet our set criteria receive an appointment or telephone triage call within 24 hours and are given appointments within a reasonable distance from their home or holiday address When booking appointments, input patient details into the Practice Management System from information over the telephone, directly from the patient and from paper referrals received from both internal and external dental practices Following appointment booking, to issue patients with SMS messages which will contain o Appointment confirmation o Medical history form to be completed in advance of the appointment Complete patient feedback calls, entering the data received into a set Microsoft Form Maintain accurate data Deal with queries from the general public regarding the availability and cost of dental services, ensuring the advice given is relevant and obtained from up-to-date sources. This includes providing those callers with the contact details for our own routine private
dental care service Provide support to all our dental clinics in relation to the dental patient appointment system to ensure that a comprehensive service is provided Provide administrative office support to the Clinical Support Service Manager, Operations and wider Management Team Provide cover during annual leave and sickness absence Transfer skills and knowledge to new team members as required Undertake any other reasonable duties as required, commensurate with the grade of the post Maintain and develop your continuing professional/personal development according to agreed training needs via our Smile Together Training Academy Play a valuable part in contributing to the success of our organisation Be an ambassador for the companys vision, mission and values and demonstrate related behaviours Professionally represent Smile Together as an ambassador for the company in this role, leading by example