Job overview

This role is offered on a permanent basis. The hours are part-time, 22.5 hours per week.

An exciting opportunity has arisen for an enthusiastic, highly motivated, confident and organised individual to join the Gloucestershire Community Dental Services in the role of Patient Administrator.

The post holder will be accountable to the Senior Management Team through the Administration Manager and Team Leader and will be responsible for delivering a range of comprehensive care to patients seen on referral such as:

Providing administration services primarily appointment bookings and record maintenance to patients referred to the Service from General Dental Practitioners and other Healthcare Professionals.

Ensuring that patients receive correct, concise information regarding their appointment in a format they can understand.

Updating and maintaining patients’ records, as well as managing appointment details.

Treating all service users, their families, and their cares with empathy, dignity and respect at all times and to put the patient at the centre of every task.

Being empathetic to all patients, a larger number of whom have special needs, complex medical histories, language, cultural difficulties and other barriers to understanding.

Operating independently within defined policies and procedures while effectively managing their workload and addressing inquiries following standard operating procedures, serving as a resource for reference.

Main duties of the job

Taking team meetings’ minutes and oversee the computerised appointment system.

To provide a comprehensive administration service to internal and external service users at a range of Gloucestershire Community Dental Clinics across the county of Gloucestershire.

To be proficient in secretarial and administrative procedures and provide advice, information, and guidance to internal and external stakeholders over the telephone and face-to-face.

To be responsible for data entry and monitor diaries and patients’ appointments analysing information to effectively resolve issues.

To work in a fast-paced work environment with the ability to be adaptable and resilient.

To adhere to existing policies and standard operating procedures.

During the Team Leader’s leave/absence may be required to plan for staff allocation and cover across all sites.

To be responsible for taking payments, recording payment receipts, and dealing with patients’ accounts-related inquiries.

To guide administrative and secretarial responsibilities to new employees and less experienced team members, while overseeing daily operations and coordinating staff activities. Additionally, keep training notes up to date and signpost new team members to policies and procedures.

To ensure all patient records are stored securely and prepared for archiving following Trust policies and procedures.

The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification. 

Working for our organisation

We have a skilled and dedicated workforce of over 5000 colleagues working in a diverse range of services over 55 sites and within people’s homes. We strive to enable a welcoming workplace culture that builds and celebrates civility, inclusivity and diversity, while providing a sense of belonging and trust.

Annual staff surveys, regular Pulse surveys and other engagement opportunities provide our people with lots of opportunity to tell us about their experiences of working with us.  In the latest staff survey, 61% of colleagues gave us their views.  It was great to hear that:

• 72% of colleagues would recommend the Trust as a place to work, ranking us 1st for Provider Trusts in the South West region on this question.
• 76% would recommend the standard of care provided in our services if a friend or relative needed treatment, also ranking us 1st in the South West region.
• 81% said that care of patients and service users is the Trust’s priority, compared with an average in comparable NHS Trusts in England of 64%.

This high-level overview shows we are in a healthy position, with higher scores than average for comparable organisations, alongside a great response rate, indicating good staff engagement.  However, we also know we have plenty of room for improvement in many areas. To that end, we continue to prioritise and invest in our commitment to genuinely becoming a Great Place to Work with consistent top-quartile performance in the annual staff survey and Pulse surveys.