Dental Patient Administration Manager inLondon inLondon PUBLISHED THU 30 JAN 2025

Job Overview

The post holder is responsible for the overall provision of dental reception, administrative, secretarial and information support services within Bucks Priority Dental Service (BPDS).

The post holder will be responsible for ensuring the dental service meets RTT, commissioning and CNWL targets in line with departmental KPI's.

The post holder is required to work autonomously as appropriate, and is required to exercise personal initiative and independent judgment.

Main duties of the job

Assist the Dental Operational Manager and Dental Nurse Manager in managing the clinic resources and coordinating the operation of BPDS throughout Milton Keynes and Buckinghamshire according to:

• Manage dental reception and admin staff including performing regular appraisals, development and monitoring of personal development plans
• Responsible for recruitment, selection and retention of dental reception and admin staff
• Take appropriate action in the handling of the Trust HR policies such as monitoring sickness absence, disciplinary, grievances and performance monitoring
• Organisational administrative and reception support to BPDS
• Retrieve and produce monthly reports for the senior management team on finance, activity and performance
• Effectively communicate in the management of complex financial and general enquiries from staff and clients, some of which may be sensitive and contentious
• Act as core configurer for computerised appointment and patient record system
• Responsibility for filing and recording systems, ensuring relevance, maintenance and updating
• Maintain, validate and manage patient waiting list data in line with RTT informing senior management of trends
  
  

Working for our organisation

Central and North West London NHS Trust expects all staff to act in a way which shows you understand our core values and are willing to put them into practice with service users, family and carers, and also other staff members.

We expect you to show COMPASSION, contribute to a caring and kind environment and recognise that what you do and say helps can make the lives of others better

We expect you to RESPECT everyone and acknowledge and welcome people’s differences rather than ignore them or see them as problematic.

We expect you to EMPOWER others and continually try to provide information, resources and support to help others make their own decisions and meet their own needs.

We expect you to work in PARTNERSHIP and behave in a way that shows that you recognise that commissioners and users of our services are the people who generate and pay for our work.

Detailed Job Description And Main Responsibilities

• Direct line management of all dental reception and admin staff including responsibility for all HR functions in accordance with CNWL policies
• To recognise when a problem exists, define its parameters and devise a solution
• Communicate to the Dental Operational Manager and Dental Nurse Manager on matters concerning the day to day running of the service
• Organising support staff rotas in liaison with the Dental Nurse Manager in order to maximise the clinical efficiency of all sites within the dental servic
  
  

Financial:

• Develop, implement, and maintain robust and auditable finance processes that include checking and monitoring of invoices that are sent to the department
• Ensure that EDI claims are processed monthly to ensure activity accurately is recorded
• Retrieve and produce monthly reports for the senior management team on finance, activity and performance
• Ensure dental receptionists up to date with cash handling procedures
• Ensure NHS fees take from patients, receipts provided and bad debts followed up.
• Responsible for dealing with patient invoicing and the writing off of debts for the department
• Responsible for collecting monies from all BPDS clinics and bank centrally according to written protocol, ensuring all receptions have sufficient monies cash floats
• Actively participate in finance related policy development and implementation
• Advise and train members of staff on financial procedures
• Liaise with Finance Department and patients on situations relating to patient payments
• Assist all dental clinics in the management of cash handling
• Identify and rectify financial discrepancies associated with the processing of patient’s fees informing senior managers as appropriate
• Maintain and retrieve patient financial records
• Provide monthly mail merge of patient’s accounts, reports and finances
• Develop and implement systems and policies as required e.g. cash handling
  
  

Administrative Support:

• Liaise with the Dental Operational and Dental Nurse Manager to ensure the smooth running of all BPDS dental receptions Milton Keynes / Aylesbury
• Effectively communicate in the management of complex financial and general enquiries from staff and clients, some of which may be sensitive
• Empathetic management of enquiries and concerns from clients, parents & carers These may be of a complex, sensitive and of a contentious nature
• Advise and reassure patients and the general public on dental service information via different mediums such as phone and email and give guidance on the complaints procedure
• React professionally and sympathetically to telephone enquiries from the general public and patients with regard to general dental provision such as their entitlement to NHS treatment and domiciliary treatment
• Provide information and explanation of service availability, service provision and procedures for obtaining treatment on a regular basis to the general public and outside agencies such as NHS Direct, PALS and nursing homes
• Co-ordinate standardise and maintain, all service documents including standard letters, form leaflets and worksheets
• Have extensive practical knowledge of the duties and responsibilities of a BPDS receptionist and to ensure receptionists maintain a high standard within in a customer focused environment
• Promote a customer focused environment and implement tools to monitor patient satisfaction e.g. surveys
• Be fully conversant with a wide variety of administrative procedures in use within the Service and to