Job Description

The Service:

We are commissioned by Lancashire and South Cumbria, Integrated Care Board to provide an NHS telephony dental triage & signposting service. The helpline receives around 180k calls per year and we book in and out of hours, urgent and emergency dental patients 365 days a year, at multiple sites across Lancashire & South Cumbria. We believe in making a difference, and pride ourselves on delivering high quality patient care with clinical and non-clinical call handlers. A new element to our service with imminent start is to manage new referral pathways to support our communities with accessing the dental care they need.



Main Duties Receive and process referrals from a variety of dental practices & other health professionals with attention to detail and confidentiality. Ensure all referral documentation is complete and accurately entered into the system. Manage calls from referred patients inbound and outbound in a warm and professional manner to provide information, answer questions. Offer reassurance and support to patients, many of whom may be nervous or unsure about their care.



Work closely with providers to ensure each patient feels supported and well-informed whilst waiting for their appointment. Collaborate with clinical and administrative staff to ensure timely patient care. To act in ways that support equality and diversity and the rights of individuals, ensuring own practice is in accordance with policies. Identify and act when own or others action undermines equality and diversity.



Support a no blame culture when raising concerns around risks, or incidents that may occur, do so at the earliest reasonable opportunity. Liaise with internal and external colleagues, providers, services in a friendly professional manner. To stay up to date with all mandatory training Any reasonable duties requested by the manager. Our key expectations are: Self-awareness Living authentically Adaptability- Being ready to adjust depending on the situation Openness What you see is what you get Positivity with a real sense of being able to strive for the impossible Generosity of spirit- Everyday should be an opportunity to act with kindness Ability to have fun Taking the role seriously, whilst being yourself Disability Confident Employer - As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy DBS - This post is subject to the Rehabilitation of Offenders Act (Exemption Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.



This will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an Occupational Health check, suitable professional references and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence). The organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment. You will be expected to fulfil your mandatory safeguarding training at the level applicable to this role.



We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.