Patient Co-ordinator Full Time

Role: Patient Co-ordinator Grade: Band 5 Reports to: Business Performance Manager Responsible for: Admin Team Leader Role summary: The Patient Co-ordinator plays a pivotal role in supporting the effective delivery of dental education by our students and staff. The post holder will ensure that clinical diaries operate at full capacity, students are provided with appropriate and diverse patient case mixes aligned to training requirements, and patient journeys are managed efficiently and professionally. This role requires strong organisational skills, an understanding of dental treatment workflows, and the ability to liaise confidently with students, clinicians, and patients. Key accountabilities:  Oversee and manage student clinical diaries to maximise utilisation and minimise white space  Ensure appointment slots are filled appropriately and in alignment with student competency levels  Monitor cancellations and failed attendances and implement proactive measures to reduce lost clinical time  Reallocate patients efficiently where necessary to maintain clinical productivity  Produce and analyse diary utilisation reports  Oversight of shared care  Direct management of final years patient allocation  Training and oversight of named individuals responsible for patient allocation within DEFs  Any other requirements as identified by the Business Performance Manager  Carrying out general administrative duties in support of undergraduate clinics. Duties including communicating with staff, dental students, patients both in person and on the telephone, in a courteous and efficient manner.  Overseeing and monitoring undergraduate case mix across all undergraduate year groups to achieve undergraduate minimum requirements.  Using the clinical software system and timetabling system to open and close clinical sessions and activity.  Monitoring and management of undergraduate appointment KPIs including clinical occupancy, patient throughput and call handling.  Develop and support standardisation of administration processes throughout PDSE undergraduate clinics. PATIENT CO-ORDINATOR– V1.42026  Development and co-ordination of student administration induction.  Effective wait list management and monitoring of internal patient referrals and pathways to provide the most effective and efficient patient care for patients on the undergraduate treatment pathway.  Regular audit and reporting on undergraduate patient outcomes.  Assisting with management of patient complaints relating to attendance across all Dental Education Facilities.  Developing, generating and utilising reports from the patient administration system to assist with the management of clinical appointment diaries  Carrying out reception duties including dealing with staff, dental students, patients and their carers both in person and on the telephone, in a courteous and efficient manner  Ensuring that all information relating to patients, staff and students gained through DEF employment is kept confidential.  Assist with the administration of patient satisfaction questionnaires (including Co-ordination of regular patient feedback sessions) research and audits.  Undertaking any necessary training in support of the duties of the post holder  Reporting of untoward incidents and complaints  Applying PDSE and other departmental policies and procedures to work practice  Assisting with PDSE and/or Peninsula Dental School activities such as open days, student assessments and national health campaigns  Assisting with additional tasks such as First aid at work and Safeguarding of Children and Vulnerable adults  Ensuring that all shared working areas are maintained in line with relevant working processes and procedures and health and safety  The post holder will be required to work at or attend meetings at all the PDSE DEF’s and will also be required to attend training at locations away from their main place of work. Measures of success:  Understanding student requirements, liaising with Clinical and Programme leads  Proactive monitoring of student clinical progression and engaging directly with students who are identified as not achieving satisfactory progress  Monitoring of patient pathways and ensuring patients’ treatment needs are being met  Monitoring patient numbers and identifying when triage is needed  Demonstrable attention to detail  Innovative thinking to improve procedures and processes  Successful outcomes to items listed in role summary and other delegated tasks  Successful delivery of key priorities and objectives agreed with manager and as part of the performance development review  Positive customer feedback  Meets deadlines  Manages competing demands PATIENT CO-ORDINATOR– V1.42026 Knowledge, Education and Training: Experience:  Experience working in a dental practice, healthcare setting, or education environment  Experience supporting dental students or trainees  Experience in patient recruitment or case allocation  Experience of leadership of a team to achieve outcomes. Skills  X5 GCSEs including English and Maths  Strong organisational and diary management skills  Excellent communication and interpersonal skills  Ability to analyse data and monitor clinical activity  Proficient IT skills, including patient management systems  Knowledge of dental clinical procedures and terminology.  Understanding of dental curriculum requirements or competency frameworks  Understanding of confidentiality and measures to implement it  Willing to undertake further training Behaviours  Always demonstrates enthusiasm and commitment  Uses initiatives to start and complete tasks without direct supervision  Takes ownership of tasks and uses their own expertise to develop others  Forms good working relationships with colleagues and students to achieve successful outcomes  Demonstrates professional curiosity and uses innovative approaches to address and resolve obstacles  Ability to manage multiple tasks and competing demands Staff on 52-week contracts must take the majority of their annual leave allocation outside of term time. Requests for annual leave within term-time will only be granted if the functioning of the clinics will not be compromised. Plymouth-based staff will be routinely required to work across both Plymouth sites and may occasionally be required to work in Exeter or Truro. Exeter and Truro based staff will routinely be based in one site and may occasionally be required to work in any of the other sites. Other: This job description provides a general reflection of the key accountabilities associated with the post, it is expected that the role holder will undertake any other reasonable activities to assist in efficient service delivery. This job description is not exhaustive and may change as the post develops, but such change will not take place without consultation between the post holder and their PATIENT CO-ORDINATOR– V1.42026 manager. Job descriptions should be reviewed at least annually at the appraisal meeting. Normal working hours are 0845 to 1700 Monday to Friday, however on occasions to meet business need you will be required to work revised hours, typically between 0800 and 1800. An enhanced DBS Check will be carried out.

Pay: £31,985.00-£36,008.00 per year

Work Location: In person