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- Tasks: Join our Patient Support Team to assist patients and manage complaints effectively.
- Company: Be part of mydentist, the UK's leading dental network focused on transforming dentistry.
- Benefits: Enjoy hybrid working, free parking, health perks, and discounts at major retailers.
- Why this job: Make a real impact while developing your skills in a supportive and inclusive environment.
- Qualifications: Customer service experience is preferred; training will be provided for necessary skills.
- Other info: Opportunities for personal growth and a chance to help the nation smile.
The predicted salary is between 27000 - 42000 £ per year.
Your future, as a Patient Support Officer at mydentist
You’ll be joining our Patient Support Team within our office called Support Centre, which is in Greater Manchester (M26 1GG).
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.
Your future, your benefits
Your future, your role
As an Patient Support Officer you’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.
Click to apply now!
Patient Support Officer employer: mydentist
Contact Detail:
mydentist Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Patient Support Officer
✨Tip Number 1
Familiarise yourself with the NHS and mydentist complaint logging procedures. Understanding these processes will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Showcase your customer service experience by preparing examples of how you've effectively handled complaints or difficult situations in the past. This will highlight your ability to manage patient concerns.
✨Tip Number 3
Research the latest trends in dental care and patient support services. Being knowledgeable about the industry will allow you to engage in meaningful conversations during the interview process.
✨Tip Number 4
Network with current or former employees of mydentist on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable for your application.
We think you need these skills to ace Patient Support Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and complaint handling. Use specific examples that demonstrate your skills in communication, organisation, and attention to detail.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the Patient Support Officer role at mydentist. Mention how your background aligns with their values and the specific responsibilities outlined in the job description.
Showcase Your Communication Skills: Since the role requires excellent grammar and literacy skills, ensure that your application is free from errors. Use clear and professional language to convey your points effectively.
Highlight Teamwork and Adaptability: Emphasise your ability to work as part of a team and adapt to changing needs. Provide examples of past experiences where you successfully collaborated with others or adjusted to new challenges.
How to prepare for a job interview at mydentist
✨Showcase Your Customer Service Skills
As a Patient Support Officer, you'll be dealing with various customer complaints and queries. Be prepared to share specific examples from your past experiences that demonstrate your ability to handle difficult situations and provide excellent customer service.
✨Understand the Role and Responsibilities
Familiarise yourself with the job description and the key responsibilities outlined. This will help you articulate how your skills and experiences align with what the company is looking for, especially regarding complaint handling and communication.
✨Demonstrate Attention to Detail
Given the meticulous nature of the role, be ready to discuss how you ensure accuracy in your work. You might want to mention any tools or methods you use to stay organised and meet deadlines, as this will resonate well with the interviewers.
✨Prepare Questions for the Interviewers
Having thoughtful questions prepared shows your genuine interest in the role and the company. Consider asking about the team dynamics, training opportunities, or how success is measured in the Patient Support Team.