Dental Patient Administration Manager

CNWL; London; On-site; GBP 29,000 - 37,000; Full time

Job summary

Join a forward-thinking healthcare organization dedicated to providing top-quality patient-centered care. As an Administration Manager, you will play a vital role in overseeing dental reception and administrative services across multiple clinics. This position offers the chance to lead a team, manage resources, and ensure compliance with healthcare standards. With a commitment to staff development and a diverse range of opportunities, you will be part of a team that values compassion, respect, and empowerment. This is an exciting opportunity to make a meaningful impact in the community while advancing your career.

Benefits

Generous relocation package

Flexible working options

Bank assignments for most roles

Qualifications

• Experience in a healthcare environment, preferably dental.
• Significant experience in staff management and training.

Responsibilities

• Manage dental reception and admin staff, ensuring compliance with HR policies.
• Develop and maintain finance processes for the dental service.
• Communicate effectively with staff and clients regarding service operations.

Skills

Customer Care

Staff Management

Financial Processing

Communication Skills

Problem Solving

Education

NVQ Customer Care or equivalent experience

Job description

Search here to find a new job, a new career, an opportunity
to up skill or to simply change your career direction.

Become part of our team.
We care for you as much as you care for others.

There’s a place for you at CNWL.

We’re passionate about delivering first-class patient-centred, safe and effective care, whether it is in a hospital setting, in a community clinic or in the patient’s own home. Patients are at the heart of everything we do.

Providing top quality care depends on our ability to employ the best people.
We’re always looking to recruit outstanding people who will go the extra mile to support our patients, colleagues, teams and the Trust. With every new employee we’re hoping to find our future leaders and we’ll support our staff by providing opportunities to develop your career.

With a diverse culture and equally diverse range of opportunities across mental health, community services, addictions, eating disorders, learning disabilities and more – whatever stage of your career you're at, there's always a place for you at CNWL.

Main area Administration Manager Grade NHS AfC: Band 5 Contract Permanent Hours Full time - 37.5 hours per week (Service hours 8.45 - 16.45 Monday to Friday covering Aylesbury, High Wycombe and Amersham) Job ref 333-D-MK-CM-1138

Site Brookside Dental Clinic Town Aylesbury Salary £29,970 - £36,483 per annum Salary period Yearly Closing 16/05/2025 23:59

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 is based across Amersham, High Wycombe and Aylesbury Clinics.

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.

The successful applicant may have contact with patients or service users. As an NHS Trust we strongly encourage and support vaccination as this remains the best way to protect yourself, your family, your colleagues and of course patients and service users when working on our healthcare settings.

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
• 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

Person specification

Qualifications

• NVQ Customer Care certificates or equivalent experience within healthcare environment

Experience

• Significant experience working within a healthcare environment, preferably dental
• Experience in the management and training of staff
• An excellent knowledge, in all aspects, of the processing of patient fees
• Experience of facilitation and team leadership

Knowledge

• Demonstrable knowledge of safe recruitment standards including CRB checks. (KSF 3.2)
• Understands national RTT rules
• Understanding of confidentiality in the workplace

Skills

• Car driver and use of care
• Willing to develop own skills & knowledge & provide information to others to help their development (KSF 2.2)*
• Ability to maintain quality in own work and encourage others to do so (KSF 5.2)
• Willingness to travel to different locations to undertake role effectively

CNWL (Central and North West London NHS Foundation Trust) has almost 8,000 staff providing integrated healthcare to a third of London's population, Milton Keynes and areas beyond. We involve service users, carers, the public, staff and partner organisations in the way that we are run.

Our catchment area spans diverse communities, with over 100 first languages spoken. It contains areas of great affluence as well as areas of much deprivation. We are committed to providing services that meet the needs of the people who use them, and we actively encourage involvement from local people who can help make a difference. We’re proud of our diversity and we continue to undertake new initiatives to advance equality for LGBT+, BME and people with disabilities to promote good relations and understanding between our staff.

We are recognised locally, nationally and internationally for providing high quality, innovative healthcare. We aim to employ only the best people, and our experts are frequently called upon to contribute to national health strategy and policy, and many models of our care have been adapted for use in other countries.

We offer a generous relocation package (subject to eligibility assessment) and flexible working options, including bank assignments for most roles. For more information on these and other benefits of working for us, see our Benefits, Reward and Wellbeing page

Become part of our team. We care for you as much as you care for others.

CNWL NHS Foundation Trust are committed to safeguarding all children and vulnerable adults and expect all staff and volunteers to share this commitment. We follow safe recruitment practices to protect children and vulnerable adults.

Due to the high response levels we receive for some vacancies, we may expire any of them prior to the advertised closing date and advise you to submit your application as soon as possible.

Our Agenda for Change employment contracts are subject to a contractual 13 week probationary period.

If you are offered a job, information will be transferred into the national NHS Electronic Staff Records system.

Employer certification / accreditation badges

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Name Keri Stephenson Job title Dental Operational Manager Email address [e-mail] Additional information

Please contact [e-mail] for information on the post or to arrange an informal visit