• Job Description

  Req#: U0051-25-0056?language=en&page=230&sort=publicationDateDesc

  Job summary

  Welcome to FCMS!

  We are seeking a detail-oriented and organized Dental Referral Administrator to manage and coordinate incoming patient referrals. The primary responsibilities include handling referrals that we receive via emails from multiple stake holders, accurately entering referral details into the system. Speaking with patients inbound and outbound calls to process their referral.

  Salary:£12.45 per hour

  Hours: Full Time or Part Time hours considered. Monday to Friday between the hours 9am-5pm

  Main duties of the job

  This role is ideal for someone who excels in administrative tasks, enjoys helping others, communicates with kindness, and thrives in a team-oriented environment. Committed to delivering exceptional patient care.

  About us

  The ethos of FCMS as a social enterprise, health and wellbeing services provider is to be passionate in its drive to ensure that patients and callers remain the central focus of all that it does. Coupled with excellent and well-established clinical governance systems and extremely effective operational expertise, it has meant that the company has the ability to strategically visualise, develop, and implement award winning services.

  Over many years we have invested in our staff so that we have a core team of highly trained individuals who can manage the needs of our patients and callers. Our staff are able to significantly improve the service delivery and user experience due to their considerable experience and commitment to what they do.

  Company Benefits:

  Minimum 28 days annual leave entitlement

  Attendance bonuses (Additional annual leave and monetary)

  Company sick pay & maternity pay

  Company events, Internal and external training and development

  Access to offers with our very own VIP suite, including Employee Assistance Programme.

  Life coaching and professional coaching available

  Details

  Date posted

  07 May 2025

  Pay scheme

  Other

  Salary

  £12.45 an hour

  Contract

  Permanent

  Working pattern

  Full-time, Part-time

  Reference number

  U0051-25-0056

  Job locations

  Newfield House

  Vicarage Lane

  Blackpool

  Lancashire

  FY4 4EW

  
  

  Job description

  Job responsibilities

  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.

  Job description

  Job responsibilities

  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.

  Person Specification

  Qualifications

  Desirable

  • Customer service
  • Health care related

  Skills, Knowledge & Competencies

  Essential

  • Honest, Kind & Compassionate
  • Confidence with talking to patients.
  • Ensuring our culture is always upheld.
  • Teamworking and able to work autonomously.
  • Act on own initiative.
  • Organisational and effective communication skills.

  Desirable

  • Computer/IT Skills

  Experience

  Essential

  • Customer service
  • Administrative skills

  Desirable

  • Experience in a healthcare office or administrative role preferably in Dentistry.
  • Professional Telephone Manner

  Demands of the Job

  Essential

  • Extended periods working on a computer and on the phone.
  • Able to manage disappointed patients in a world where NHS dentistry is not as widely available.

  Person Specification

  Qualifications

  Desirable

  • Customer service
  • Health care related

  Skills, Knowledge & Competencies

  Essential

  • Honest, Kind & Compassionate
  • Confidence with talking to patients.
  • Ensuring our culture is always upheld.
  • Teamworking and able to work autonomously.
  • Act on own initiative.
  • Organisational and effective communication skills.

  Desirable

  • Computer/IT Skills

  Experience

  Essential

  • Customer service
  • Administrative skills

  Desirable

  • Experience in a healthcare office or administrative role preferably in Dentistry.
  • Professional Telephone Manner

  Demands of the Job

  Essential

  • Extended periods working on a computer and on the phone.
  • Able to manage disappointed patients in a world where NHS dentistry is not as widely available.

  Disclosure and Barring Service Check

  This post is subject to the Rehabilitation of Offenders Act (Exceptions 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.

  Employer details

  Employer name

  FCMS

  Address

  Newfield House

  Vicarage Lane

  Blackpool

  Lancashire

  FY4 4EW

  
  

  Employer's website

  http://www.fcms-nw.co.uk/ (Opens in a new tab)

  Employer details

  Employer name

  FCMS

  Address

  Newfield House

  Vicarage Lane

  Blackpool

  Lancashire

  FY4 4EW

  
  

  Employer's website

  http://www.fcms-nw.co.uk/ (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

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