Patient Support Advisor

We have a new exciting opportunity at mydentist for a Patient Support Advisor to join our team based in Bolton. The successful candidate will join us on a full time, permanent basis and will receive a competitive salary of up to £26,000per year.

mydentist is the UK’s leading dental corporate with over 670 practices across the UK. We have experienced consistent growth over last the 6 years and plan to maintain this development as the major corporate player in NHS Dentistry. We are currently placed 15th on the Sunday Times top track 250 so it is an exciting time to join mydentist as our business goes from strength to strength and also because of our exciting plans for the future.

About the Patient Support Advisor role

Our patient support team provides help and advice whilst delivering excellent customer service to our patients and practice managers. They support in dealing with patient complaints, legal and Ombudsman cases and deliver excellent customer service when dealing with complaints directly. You will provide solutions to problems using the information provided by callers, reference material and the knowledge tools available within the Customer Care Department. You will also own problems and where required obtain resolutions to problems by effectively liaising with Head Office teams.

Key Responsibilities of our Patient Support Advisor:

– To answer calls, emails and other forms of correspondence received into the Patient Support Department from practices, patients and other internal and external callers.

– To conduct a thorough investigation of a case, liaising with the customer and other parties as appropriate and seeing the case through to conclusion

– To produce a written 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 and that all correspondence is responded to within 24 hours

– To ensure that all complaints are logged accurately and promptly in line with mydentist complaint logging procedures.

– Maintain a database of all patient complaints, legal cases, Ombudsman cases and General Dental Council (GDC) cases.

– To provide help, support and excellent customer service to practices, patients, mydentist 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 centre teams to ensure that practice problems are resolved quickly.

– To administer NHS Choices Profile pages and respond to 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 mydentist 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 mydentist.

– 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.

What we’re looking for in our Patient Support Advisor

– Possess customer service experience, preferable gained with a background of dealing with customer complaints

– Excellent communication skills – written and verbal.

– Confident IT user in both Word and Excel.

– Be highly Organised and have meticulous attention to detail.

– Be a team player with strong interpersonal skills.

– Be confident in presenting to internal stakeholders but also willing to liaise with external stakeholder when the need arises.

– Be happy and willing to take part in training and development as the role develops and the mydentist business grows.

If you would like to join our team as our new Patient Support Advisor, then please click ‘apply’ today.