Dental Hub Administrator 059152
Job Pack July 2021
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Contents
Welcome to NHS 24 3
Our Organisation 4
Our Structure 5
Service Delivery 6
Our Centres 7
The Role 8
This Opportunity 9
The Job Description 11
Recruitment Process 15
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Welcome to NHS 24
Thank you for your interest in this position. This information pack details information about both NHS 24 and this vacancy. I hope that you find this information useful and it helps inform your decision to apply to come and work with NHS 24. Now is a great time to be joining NHS 24 as we continue to grow and deliver safe, responsive person centred services to the public of Scotland. We are proud to employ 1600 staff across our centres in Scotland. As the Interim Director of Workforce, I am committed to ensuring that NHS 24 is a great place to work. Our staff are our greatest asset who deliver high quality safe and effective care to our patients. I am committed to putting our staff at the centre of everything we do and to working to a common set of values to guide the work we do, the decisions we take and the way we treat each other. Our values are: care and compassion; dignity and respect; openness, honesty and responsibility; and quality and teamwork. If you would like to be part of our team and feel you have the skills and share our values I would be delighted to hear from you and welcome your application.
Linda Davidson Interim Director of Workforce, NHS 24
Reference Material You can find more information about NHS 24 and our services at: About NHS 24 NHS 24 Services Key Documentation
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Our Organisation
NHS 24 is the national provider of digital and telephone based health and care services for Scotland. We provide people with access to information, care and advice through multiple channels including telephone, web and online. We work in collaboration with partners, the public and our people to co-design services using technology and a digital first approach to sustainable service development and delivery. Our Services Delivery of safe, effective and person centred care to the people of Scotland is the absolute priority for NHS 24. Our services are delivered across a range of channels including telephone, online, web chat, text, email and social media, on a ‘Once for Scotland’ basis to complement the face to face delivery of NHS Scotland’s health and care services. Key services include the telephone triage service 111, our national health and care information service NHS inform, the Mental Health Hub, Breathing Space, Care Information Scotland and, more recently, providing an Urgent Care support service to the citizens of Scotland. Our services are delivered by multi-disciplinary teams, which include a range of clinical and non-clinical skills sets, including nurses, pharmacists, physiotherapists, call handlers (all operate under clinical supervision), health information advisors and mental health counsellors. As an integral part of the NHS in Scotland, NHS 24 continues to develop, provide, and facilitate an expanding range of multichannel, patient centred, safe and effective digital and telephone based-health and care services. For example: • NHS 24 is the national provider of a range of digital and telephone services including 111, NHS inform and Breathing Space. • Working with partners across the health and care sector, NHS 24 provides health and social care information and access to urgent and out of hours care for people across Scotland via a range of channels including telephone, website and webchat. • In response to COVID-19, NHS 24 has utilised its national telephony and digital capability to support a national 24/7 COVID-19 pathway, provided through a 24/7 111 service that focuses on COVID patients only in the in hours period and supported by a non-clinical special 0800 helpline and the use of digital assets including NHS inform. • In the first 11 months of 2019/20 (excluding March 2020 COVID-19 related activity), NHS 24 recorded a call demand of 1.4m calls to 111. In the same period, demand to the new Mental Health Hub service, accessed via 111, was 22,653. • Throughout 2019/20, visits to NHS inform online averaged 4.4 million per month, however this has grown rapidly during the pandemic to over 2 million visits per week. • NHS 24 employs a range of staff across its locations, including clinical and non-clinical staff and essential support services staff.
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Our Structure
COMMUNICATIONS NURSING • Corporate Communications • Professional Leadership and Standards • Media and Campaigns • Clinical Education • Clinical Governance • Internal Communications • Public Protection • Social Media Delivery • Patient Safety • Clinical Input to Service Development • Stakeholder Engagement • Quality Improvement • Public Relations • Patient Affairs • Public Affairs • Advertising and Marketing
SERVICE DEVELOPMENT • Audio-Visual Production • Service Transformation and Innovation • Digital Development and Delivery • Stakeholder Engagement WORKFORCE • Equality and Diversity • Organisational Development • Patient Focus & Public • HR Policy Involvement • Learning and Development • Performance Management • Trade Union Partnership Engagement
SERVICE DELIVERY • Workforce Strategy • Service Planning and Delivery • Planning and Resourcing • Operational Input to Service Development • Operational Management and Team Leadership • Service Performance Against KPIs • Operational Resource Planning
FINANCE • Governance • Financial and Strategic Planning • Financial Control MEDICAL • External Clinical Engagement • Risk Management • Patient Safety • Performance Reporting • Clinical Content • Operational Costing and Efficiency • Clinical Input to Service Development • Revenue Development • Resilience Planning • Facilities Management and • Caldicott Guardian INFORMATION & COMMUNICATIONS TECHNOLOGY Procurement • Information and Records Management • Data Security • IT Strategy • Data Strategy • Technical Contract Management • Technology Support • Information Governance • Data Architecture and Standards
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Service Delivery Service Delivery is the patient-facing directorate of NHS 24 that covers the full range of services offered to Scotland, such as NHS 24 Unscheduled Care Service, Scottish Emergency Dental Service, NHS 24 Health Information Services, Breathing Space and Living Life Services. NHS 24 has been providing a national Unscheduled Care service since 2004. This service handles approximately 1.5 million calls per annum. During the out-of- hours period, patients who require urgent medical attention are triaged and directed to the most appropriate point of onward care within their own area. In 2014 we successfully moved to the new free phone telephone number 111, hence why the service is also branded as the 111 Service. We increasingly operate a multi-disciplinary team approach, involving a range of clinical and non-clinical skills to ensure the public get access to the best health care professional to manage their care efficiently and effectively. Whilst operating 24hrs a day 7 days a week, the 111 Service is a predominately Out of Hours Service, which means that 90% of calls to the service are received between the hours of 6pm and 8am. Weekends are our busiest time of the week, when 50% of our call demand is received. A national service available to all in Scotland, the location, age, health concern and content of the calls are wide ranging and no two calls are the same. Working in collaboration with our partner Health Boards, all calls to service are assessed and where appropriate directed to the appropriate health care professional for treatment. This includes calls which are immediately life threatening and require to be transferred to the Scottish Ambulance Service.
Dental Service In 2007 the Scottish Emergency Dental Service (SEDS) became part of NHS 24. In 2009 SEDS was available in 89% of Scotland, becoming a National Service in 2015 providing access to Out of Hours Dental Nurse assessment and if required, onward referral for face-to-face treatment. The fully integrated service, where NHS 24 can refer directly into Health Board services, is operational Monday – Thursday 18:00- 08:00 Friday 18:00 – Monday 08:00. The current pathway begins with patient's contacting NHS 24, using the freephone telephone number 111. Dental nurses then undertake an assessment.
The majority of patients require treatment within 24 hours, (approx. 75% of all calls) this is organised by SEDS Dental Booking Hub.
The service receives approximately 6,500 dental calls per month. It operates on a virtual basis, where dental calls are routed to the first available Dental Hub Administrator.
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Our Centres
We have six regional centres, four in the West, one in the East and one in the North of Scotland. We also have a number of local centres. This post will be based at our Lumina Building in Glasgow.
Lumina Building, Hillington Park 40 Ainslie Road Hillington Glasgow G52 4RU
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The Role – Dental Hub Administrator Working as a Dental Hub Advisor you would need to listen sensitively and communicate clearly and accurately. Patients you speak to may be nervous, anxious or upset and in pain. You will be required to be focused and have a professional approach to every call.
Skills Excellent communication skills are required along with consistent, accurate data recording and attention to detail. The ability to multi task whilst dealing with the caller, follow instructions, processes and remain calm during a challenging situation is vital.
The post holder shall demonstrate NHS 24 values at all times.
Working patterns 18 hours per week – 6/8 weekends will include nightshifts.
12 hours – 6/8 weekends. All of the above include working Public Holidays and local holidays which may fall on mid- week days.
Life as a Dental Hub Administrator at NHS 24 'Every shift is different, some days can be challenging but the ability and privilege of being able to help people makes up for even the hardest of days and calls.' 'You deal with a wide variety of health professionals’' 'Great place to work and the pay is great'
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This Opportunity
Job Reference: 059152 Position Title: Dental Hub Administrator Hours: 18 hours per week – 6/8 weekends – 144 hours over 8 weeks, which includes nightshifts
12 hours – 6/8 weekends – 96 hours over 8 weeks. Location: Lumina Building Band: Band 2 Job Type: Permanent Salary: £19,609 – £21,615 per annum (pro rata) and enrolment into SPPA pension scheme. Placement on salary scale is dependent on confirmation of previous relevant NHS service. WHO ARE YOU? Someone who is enthusiastic, focused, professional, and has the ability to listen sensitively and communicate clearly and accurately. As a Dental Hub Administrator, you will be part of a busy and growing team playing your part in helping to ensure that patients and the public are first in everything NHS Scotland does. This will involve collecting and recording patient information, identifying patients in need of an immediate response, and directing callers to clinical colleagues or to other NHS services for further assessment. As part of a multi-disciplinary team at NHS 24 you can make a real difference to people’s lives with a career that is exceptionally rewarding.
OUR CENTRES & AVAILABLE HOURS Successful applicants will be based at our Lumina Contact Centre, in Hillington. The location and address of the centre is included within this pack. There will also be an element of mid-week in and out of hours working required (appropriate salary enhancements would apply). Patterns of work will encompass, public holidays, including Christmas, New Year and Easter, and local public holidays taken by other health boards.
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TRAINING NHS 24 provides a comprehensive training programme to all successful applicants. The Induction Training programme lasts approximately 4 weeks Our current training programmes involve a mixture of mid-week and weekend shifts are scheduled as follows: Mid-week: 17:00 – 23:00 hours Weekend: Saturday and Sunday 09:00 – 17:00 hours This will be discussed further at interview. For successful internal candidates the training programme will differ to take into account their current experience. All candidates are expected to pass the Induction Training programme. BENEFITS NHS 24 offers a complete benefits package, with a permanent contract on Band 2 £19,609 – £21,615 (pro rata). Placement on salary scale is dependent on confirmation of previous relevant NHS service. We also offer you many supportive policies to enhance your employee journey and have a comprehensive Employee Assistance Programme Provider, Cycle to Work Scheme, bursary scheme and a range of learning and development. As an NHS Scotland employee you will be entitled to:
• 35 days annual leave (rising to 41) pro-rata • development opportunities including study bursaries, e-learning and classroom based courses • enhanced pay for working public holidays • enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme • NHS discounts on goods and services • HELP, employee support and assistance
INTERESTED? Informal discussions are welcomed and positively encouraged. Please contact Kara Robertson (Dental Hub Team Manager) on 0777 040 8216 or Lisa Findlay (Senior Dental Nurse) on 0796 436 3274.
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Job Description
Job Title: Dental Administrator
Reporting To: Dental Hub Team Manager
Department(s)/Location: SEDS / Service Delivery
1. JOB PURPOSE • To work as part of an established, team within the Scottish Emergency Dental Service (SEDS) at NHS24. • Allocate dental appointments for patients via the telephone at the appropriate out of hour's dental clinic, based on the patient's registration and dental services available in the patients Heath Board area at the time of their call. • Ensure efficient transfer of patient's details using the computerised system to appoint and send call records to the appropriate Health Board partners. • To undertake a varied range of administrative tasks to support the smooth transition of patient data within the 111 service and between NHS 24 and Partner Health Boards.
2. ORGANISATIONAL POSITION Head of Clinical Services
CSM - Dental
SNR Dental Nurse
Dental Dental Hub Nurse Team Advisor Manager
Dental Hub Administrator
3. SCOPE AND RANGE Scottish Emergency Dental Service (SEDS) is part of NHS24's 111 service. It is a patient focused Out of Hours Dental service for the people of Scotland. It Provides Dental Assessment, consultation, dental information and dental appointment information from 18:00 - 08:00 mid-week, weekends and public holidays via telephone in various contact centre’s across Scotland.
The post holder is an integral part of the dental team, consisting of dental nurses, senior dental nurse, and dental hub team manager. The post holder will work closely with the NHS 24 frontline services team.
The list is not exhaustive.
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4. MAIN DUTIES/RESPONSIBILITIES
Provide a high standard of service, via the telephone, remaining professional at all times and showing empathy in difficult situations
Allocate dental appointments, at the appropriate out of hour's dental clinic, based on the patient's dental registration and dental services in their Health Board area at the time of the call.
Advising dental patients of their appointment time and location of their dental care. Supplying travel instructions if required
The post holder is required to be competent in the use of the telephone and computer system,
Liaise with Health Board clinics real time, communicating accurately regarding dental provision within Health Board area
At times of high demand prioritise the workload to ensure timeous treatment and in liaison with the ‘escalation contact’ at the local dental centre, direct patients to alternative centres with capacity
Answer telephone enquiries from dental nurses and other professional colleagues, courteously and promptly, respecting patient confidentiality and working within SEDS / NHS 24 protocols and legislative requirements
Contributes to the continuous improvement of the service, by communicating service user feedback to the relevant team members where appropriate
Refer patients to dental triage nurse, if clinical enquiries arise during dental administrator discussions with the patient
Dental Hub Administrators shall be involved in NHS24 service development.
Adhere to SEDS / NHS 24 processes and policies.
Undertake miscellaneous duties as and when required. The list is not exhaustive however may include a varied range of administrative tasks to support the smooth transition of patient data within the 111 service and between NHS 24 and Partner Health Boards.
5. SYSTEMS AND EQUIPMENT
The post holder is required to be competent in the use of the patient management systems
Be able to use in house computer systems on completion of training e.g. 'Knowledge Management’ to access information held regarding local dental services throughout Scotland.
Ability to use Intranet to access information on operational policies & business processes.
To competently utilise all applications required to support range of patient services (following appropriate training)
Good keyboard skills with a high degree of accuracy are essential.
6. DECISIONS AND JUDGEMENTS
As agreed by individual Emergency Dental Service Health Boards, allocate appointments for dental care to the appropriate dental clinic, being aware of the maximum capacity for each clinic as agreed by the Health Board.
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Liaison with local staff in multiple health boards, to ensure efficient, effective treatment centre operation.
Having the ability to take and transfer calls from other health professionals to the most appropriate source.
Identifying an immediate life threatening condition and follow process when transferring call to appropriate emergency SAS maintaining a calm disposition whilst reassuring caller.
Escalate / seek support from line manager or NHS 24 Senior Charge Nurse (SCN).
Adherence to process and maintaining patient safety
7. COMMUNICATIONS AND RELATIONSHIPS
The post holder is required to communicate information, which may be complex, using a clear approach on the telephone. Good listening techniques are required to identify where callers may require additional support for example Language Line, Type Talk. The post holder must employ empathy, understanding, and remain professional and polite at all times.
Internal
The post holder must maintain excellent communications with colleagues in the front line team to assist in ensuring the smooth operation of SEDS services.
Other key relationships include Clinical Services Manager(s), Head of Clinical Services, Associate Directors of Operations and Nursing, Team Leaders, Nurse Advisors, Human Resources and Training Team, IT Department. Central Resource Team and Service Support.
The professional link is through the Senior Dental Nurse, CSM, and SEDS General Manager.
The post holder shall demonstrate NHS24 values at all times.
External
Dental Hub Administrator shall assist in maintaining good relationships with the NHS community, public and partner agencies.
8. PHYSICAL & MENTAL DEMANDS OF THE JOB
The post holder is required to sit at a workstation for the majority of their shift, requiring periods of intense concentration.
The post holder will be required to wear a telephone headset for the majority of their shift.
The post holder requires good keyboard skills, and the ability to input accurate data whilst listening and communicating with the caller, using audio and typing skills.
MENTAL & EMOTIONAL DEMANDS
Concentration required for appointing patients appropriately whilst prioritising demands during peak times.
Emotional demands dealing with upset/distressed patients, frequently in pain. Some exposure to verbal aggression.
Requirement to remain professional at all times
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9. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB
Frequently dealing with callers who may be aggressive and/or abusive, especially during busy times when the caller has had an extended wait & expectations are not met
Coordinating appointments across multiple health board areas, aware of the clinic opening times, capacity of clinics, location of clinics to ensure patients are sent to the correct clinic location for treatment
Dealing with upset / angry patients when there is no clinic availability or appointments
Adhering to guidance, processes and scripting at all times.
Using appropriate questioning skills to extract accurate information from patients/ carers who may not impart clear concise information or have communication difficulties.
10. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB
The post holder will expected to have previous experience dealing with the public, preferably in organising appointments, within a professional environment
To demonstrate excellent interpersonal and communication skills. To be computer literate, with good key board skills
The post holder should have the ability to work well under pressure and prioritise workloads, adhering to policies and processes
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Recruitment Process The NHSScotland Everyone Matters 20:20 Workforce Vision outlines the commitment the Scottish Government has in putting people at the centre of everything the NHS in Scotland does. Working to a common set of values will guide the work staff do, the decisions that we take and the way we treat each other. Using a Values Based Approach to recruitment will ensure that NHS 24 staff members not only have the competencies required for the role, but they will live and breathe the values needed, to ensure that patients receive the best possible care, and that all staff are valued and treated well. We will use a Values Based Approach in our selection process which will consist of the following assessments: • Application Shortlisting – applications forms received are reviewed and those meeting the role requirements will be invited to a competency based interview. • Interview / Assessment – these competency based interviews have a focus on NHS 24 Values and the candidate's technical expertise. The interview may also include a role specific test or a presentation topic. QUERIES: For any queries in relation to this vacancy, please contact a member of the HR Business Support Team via email at: [email protected]
GENERAL:
Equality & Diversity: NHS 24 is committed to equality & diversity: http://www.nhs24.scot/about-nhs-24/policies/equality-and-diversity/
Working Time Directive: Where you choose to combine working with NHS 24 and another employer, please note that NHS 24 complies with the Working Time Directive regulations of staff working no more than 48 hours per week on average across all employments with appropriate rest breaks between shifts.
APPLICATION DETAILS If you think this is the career for you, then please submit an online application no later than midnight on Friday 23rd July 2021. NHS 24 expect this vacancy to attract a high level of interest, therefore the advert may close prior to the advertised date. Candidates should submit their application at their earliest opportunity.
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The Candidate Application Guide included with this vacancy provides information on how to make the most of your application. *Candidates submitted via Recruitment Agencies will not be considered for this post.
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