CALL CENTRE AND SOCIAL MEDIA ASSISTANT (URGENT)

Position: Call Centre Operator
Department: Customer Service

Company Overview:
GM dental and Implant Centre is a leading dental practice dedicated to providing high-quality oral care to our patients. Our call centre operates 24/7, ensuring that our patients receive prompt assistance and exceptional service. We adhere to strict guidelines and regulations set forth by the General Data Protection Regulation (GDPR), Care Quality Commission (CQC), and General Dental Council (GDC). We are seeking a Call Centre Operator with excellent communication skills, a clear English accent, strong organisational abilities, proficient computer skills, problem-solving capabilities, and familiarity with GDPR, CQC, and GDC guidelines.

Job Summary:
As a Call Centre Operator for our dental practice, your primary responsibility will be to handle inbound and outbound calls, addressing patient inquiries, scheduling appointments, and ensuring exceptional customer service. You will be expected to adhere to strict guidelines and regulations related to GDPR, CQC, and GDC. Your excellent communication skills, familiarity with dental practice regulations, and problem-solving abilities will be crucial in providing excellent patient care and maintaining compliance.

Responsibilities:
– Handle inbound and outbound calls promptly, professionally, and empathetically, following established call scripts and procedures.
– Provide accurate information to patients regarding dental services, appointment scheduling, and practice policies, while adhering to GDPR, CQC, and GDC guidelines.
– Schedule and confirm patient appointments efficiently, taking into consideration the availability of dentists and hygienists.
– Maintain patient records accurately and securely, ensuring compliance with GDPR regulations regarding data protection and patient confidentiality.
– Address patient inquiries and concerns regarding treatments, fees, insurance coverage, and post-treatment care.
– Follow up on missed appointments, reschedule as necessary, and maintain accurate records of patient interactions.
– Collaborate with dental professionals, including dentists, hygienists, and office staff, to ensure smooth operations and resolve patient concerns effectively.
– Continuously update knowledge and stay informed about industry trends, dental procedures, and changes in GDPR, CQC, and GDC guidelines.
– Adhere to performance targets, including call handling time, quality assurance, patient satisfaction metrics, and GDPR compliance.
– Escalate complex or unresolved issues to the appropriate dental professional or supervisor for further assistance.
– Provide feedback and suggestions for process improvements to enhance the patient experience and operational efficiency.

Requirements:
– Excellent verbal and written communication skills, with a clear English accent.
– Previous experience in a call centre or customer service role, preferably in the dental industry.
– Familiarity with GDPR regulations and their implications for patient data protection and confidentiality.
– Knowledge of CQC guidelines related to dental practices, including infection control and patient safety.
– Understanding of GDC regulations and ethical standards for dental professionals.
– Strong organisational skills and the ability to multitask effectively in a fast-paced environment.
– Proficient computer skills, including experience with CRM software and other call centre applications.
– Exceptional problem-solving and critical-thinking abilities.
– Ability to work independently and as part of a team, collaborating with dental professionals and office staff.
– Flexibility to work in rotating shifts, including evenings, weekends, and holidays.
– Professional and empathetic demeanor when interacting with patients.

Preferred Qualifications:
– Previous experience in a dental call centre or dental office setting.
– Knowledge of dental terminology, procedures, and treatments.
– Familiarity with dental software systems for scheduling and patient records management.

If you meet the qualifications and are passionate about providing exceptional patient care in a dental call centre environment, we invite you to submit your application. Please include your resume and a cover letter highlighting your relevant experience, familiarity with GDPR, CQC, and GDC guidelines, and commitment to patient confidentiality.