Call Center Representative

Website: dentalcaregroup.co.uk
Job details:

The Call Handler is responsible for delivering excellent patient service through effective communication, efficient appointment booking, and proactive diary and patient management. This role plays a vital part in the patient's journey, serving as the first point of contact for both NHS and private patients, and supporting the smooth daily operation of the clinic or dental practice.

Responsibilities:

• Answer incoming calls from NHS and private patients promptly and professionally.
• Provide information regarding services offered, clinician availability, and appointment slots.
• Handle queries, resolve concerns where possible, and escalate clinical or complex enquiries appropriately.
• Call patients to schedule, confirm, or follow up on appointments.
• Reach out to patients for overdue check-ups, recalls, and treatment follow-ups.
• Make outbound marketing or referral follow-up calls as required.
• Accurately book appointments for both NHS and private patients using practice management systems.
• Allocate time slots appropriately based on treatment type, appointment length, and clinician preferences.
• Adjust appointments and optimize diaries according to default templates and clinical lead direction.
• Escalate complaints, complex patient issues, or clinical concerns to the appropriate manager or team.

Skills & Experience Required:

• Previous experience in call handling or front-of-house role in a healthcare or dental environment preferred.
• Excellent verbal and written communication skills.
• Proficient in using practice management systems and CRMs (e.g., SOE, Dentally, or similar).
• Strong organizational skills with attention to detail.
• Ability to multitask and stay calm under pressure.
• Knowledge of the NHS and private treatment structures is highly desirable.
• Customer service-focused with a patient-first approach.

Click on Apply to know more.