Dental Patient Administration Manager

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• 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 be able to switch between them whilst maintaining accuracy at all times
• Maintain a good understanding of dental terminology and provision in the NHS
• Ensure appropriate and timely secretarial and admin support available for clinical staff in order to maximise the clinical capacity of those staff e.g. support for letter writing, typing up of clinical protocols and policies
• Ensure admin systems in place to maximise clinical efficiency of the clinical staff such as letter proformas, appropriate fixed notes on patient electronic record system.
• A part of support and supervision, arrange and deliver one-to-one IT training in R4 and any other IT systems
• Ensure that all work instructions are written, updated and current to maintain competency throughout and provide training for new users of the system
• Assist the team in handling difficult and sometimes stressful situations on the phone when problems arise with the IT system e.g. supporting a staff member through a complex IT situation during a clinic situation
• To be the first point of contact for complaints/concerns and to provide investigation into incidents
• Ensure frequent and accurate transmission (EDI) of information to Dental Division of the Business Services Authority including dealing with any rejected or adjusted claims