Doing something I truly enjoy

Self-confessed ‘compliance queen' Helen Flynn, 38, has many dental strings to her bow. She qualified as a dental nurse in 2009, is a proud Stopfordian, married to a glass manufacturer and extremely proud mum to Leo, 19 months.

©Helen Fox

A day in the life

I typically wake up when my son, Leo, decides it is time to start the day. Depending on my work commitments, I usually get up between 6.30 and 7 am. Home is Stockport where I have lived my whole life - I am a proud Stopfordian!

I would love to say I have something super healthy and exciting for breakfast, but realistically, mums feed everyone else before themselves. I usually have some toast or protein yoghurts at home. On weekends, when I occasionally have a free morning, we enjoy going to local cafes for breakfast. One of our favourite spots is Rhode Island Coffee on Underbank in Stockport. I particularly enjoy their Emmental and mushroom toastie paired with a cappuccino. We also enjoy a sweet or savoury treat from Sticky Fingers Polish Artisan Bakery.

I have been married for nearly three years; our wedding should have marked its fourth anniversary, but due to the pandemic, we had to cancel our initial plans. We eventually got married in Gibraltar three weeks after it was placed on the green list. Despite anticipating further postponements, we were thrilled to proceed with our plans and enjoyed a truly wonderful wedding experience.

I am the CEO of Level Up Team Training LTD; a Virtual TCO for Denteel SEO Marketing; and Dental Triage Nurse for Mastercall Healthcare and GoToDoc Healthcare.

The prospect of working at the dental hospital, with its myriad opportunities for learning and interaction with diverse individuals, drew me to the role. Being naturally caring, I was confident that I would find fulfilment in helping others.

I am fortunate to be able to work from home for Denteel and occasionally shifts for Mastercall. When I need to go to the office, Mastercall is conveniently located just a ten-minute drive away. GoToDoc, on the other hand, is based in Denton and typically requires a 25-minute drive, though this can vary depending on traffic conditions.

Running my own business alongside my day jobs means I work around the clock. My dental triage hours can be any time between 8 am and 10 pm. I also do freelance work for Denteel, which allows me the flexibility to work from home at hours that accommodate having little Leo running around.

A typical week

On Mondays, I typically take Leo to soft play for a couple of hours in the morning. During our toast break, I respond to any compliance inquiries for Level Up. Once we're back home and Leo is asleep, I log in to call my Denteel leads and check in with my business partner, Maddi. We usually communicate at multiple points throughout the day and evening. After Leo wakes up, I try to keep work to a minimum for the rest of the day, allowing for time dedicated to my family.

Tuesdays are packed with activity for me. I start by taking Leo swimming with my mum at 9 am. I'm fortunate that both my parents are retired and are willing to assist with childcare and activities while my husband is at work at a glass manufacturer. My parents take care of Leo until my husband finishes work, allowing me to head home to stay in touch with Maddi and our Level Up clients. After grabbing some lunch, I work at Mastercall as a Dental Triage Nurse from 2 pm to 10 pm.

Wednesdays are equally busy as I balance motherhood and work commitments. I start by logging into Denteel and calling leads while Leo enjoys his breakfast and watches Sesame Street. Additionally, I've taken on some extra hours for Mastercall, working from 12-4 pm each week, with an additional shift every other week from 6-10 pm. Throughout the day, I stay in contact with Maddi and my Level Up clients.

Thursdays start early as I drop Leo off at my parents'. I've committed to a 12-week personal training programme at a gym in Stockport, attending sessions between 10-11 am. Afterwards, I head home for a shower and lunch before going to GoToDoc to work as a Dental Triage Nurse for the Greater Manchester Dental Alliance from 2-10 pm. Throughout the day, I remain in touch with Maddi and my Level Up clients.

I reserve Fridays for quality time with Leo. We typically engage in fun activities together, often meeting with other mum friends. While Leo naps, I use the time to call my Denteel leads and have a video call with Maddi. Additionally, on some Fridays, we schedule business meetings, especially when we have new or potential clients to make plans for.

Saturday is dedicated to family time. We plan activities together, and I often prepare meals such as tacos, homemade pizzas, or salt and pepper chicken. Depending on how busy the day has been, we might treat ourselves to a takeaway.

Sundays start with my shift at Mastercall from 8 am to 12 pm. Afterwards, I cook us a roast dinner and we enjoy a relaxing evening together.

I am currently discussing a part-time position as a compliance manager with a local private practice. This role, which I hope to take on a couple of days a week, is something I enjoy and I believe it will provide me with a better work-life balance. In an ideal world I would spend all of my working time on dental compliance - that is the goal.

Starting out in dentistry

Upon leaving school, I experienced a sense of uncertainty regarding my career path. Despite attending college, I still found myself without a clear direction.

I began my professional journey in dentistry at the age of 20 as a dental receptionist at Manchester Dental Hospital. Fresh out of college and deciding not to pursue university education, I stumbled into this role. The prospect of working at the dental hospital, with its myriad opportunities for learning and interaction with diverse individuals, drew me to the role. Being naturally caring, I was confident that I would find fulfilment in helping others.

I qualified as a dental nurse in 2009 after gaining my NVQ in Dental Nursing at Manchester Dental Hospital whilst working in a private dental practice in Marple, Stockport.

I also completed the NEBDN Certificate in Dental Sedation Nursing whilst working at a mixed NHS/private dental practice in Alderley Edge, Cheshire.

I returned to Manchester Dental Hospital, this time in the role of a Qualified Dental Nurse, a position I had previously admired. Working alongside a diverse range of clinicians, from undergraduate dental students to Consultants in Restorative Dentistry, exposed me to challenging cases and provided me with the opportunity to be part of an exceptional team.

Working in lead nurse roles sparked my interest in dental compliance, a field that I naturally gravitated towards and excelled in. I held roles such as Compliance Manager and Practice Manager, and I flourished in these positions.

More on my roles

Practice manager

I had the privilege of returning to the practice where I initially trained as a dental nurse as the manager, a role I held with great pride. My skills in compliance-related tasks flourished, enhancing my proficiency in this domain. Additionally, I expanded my skill set by completing courses with Ashley Latter, including Practice Management, Leadership, Reception, and Advanced Ethical Sales.

As a dental practice manager, I was responsible for all aspects of the practice's operations, including administrative tasks, financial management, human resources, patient relations, compliance, marketing, inventory, facility management, and technology. I ensured efficient day-to-day operations, managed finances and billing, hired and trained staff, maintained patient satisfaction, ensured compliance with regulations, managed the inventory and supplies, maintained facilities, and oversaw technology systems. My role was pivotal in ensuring the smooth functioning of the practice and the delivery of high-quality patient care.

Sedation nurse

I was working as an Infection Control Lead (ICL) Nurse at a mixed NHS/private practice when I was given the opportunity to train in dental sedation nursing and dental implants, which complemented each other seamlessly. I completed the NEBDN post-qualification in Dental Sedation Nursing.

While working at Manchester Dental Hospital, I gained valuable experience in special care dentistry and sedation with Dr Petrina Wood and Dr Shilpa Shah. Both are exceptional professionals, and I learned a great deal from them.

Treatment coordinator (TCO)

In a TCO/administrative role, I composed referral letters and treatment plans for patients at a specialised practice offering periodontal, endodontic, and surgical services. I found satisfaction in facilitating communication between clinicians and patients while serving as the primary point of contact for inquiries. I arranged finance packages for patients and confidently explained complex treatment plans both verbally and in writing.

EDS Triage

As an emergency Dental Triage Nurse, I play a crucial role in managing dental emergencies and ensuring patients receive timely and appropriate care. I evaluate the severity and nature of the dental emergency through initial patient interviews, either over the phone or by video call if necessary. I gather detailed information about the patient's symptoms, medical history, and any immediate concerns.

I describe myself as the “compliance queen” because I excel in ensuring that practices adhere to all necessary regulations, protocols, and standards.

I determine the urgency of each case based on symptoms such as pain level, swelling, bleeding, or trauma, and prioritise patients who need immediate attention versus those who can wait for a scheduled appointment. I collaborate with other healthcare professionals to ensure a coordinated response to emergencies, schedule emergency appointments, and prepare the necessary documentation for the dental team.

I clearly document the patient's condition and the urgency of their situation in the notes. Additionally, I educate patients on preventing future dental emergencies and maintaining good oral health, offering advice on managing minor dental issues at home until they can see a dentist.

Overall, an emergency dental triage nurse plays a vital role in ensuring patients with dental emergencies receive prompt, effective, and compassionate care.

Dental marketing

As a Virtual Treatment Coordinator (VTC), I play a key role in managing patient care and facilitating communication between patients and the dental practice through virtual means. I conduct virtual consultations with new and existing patients to discuss their dental needs and concerns, gathering detailed information about their dental history, current issues, and treatment goals.

I explain treatment options to patients, including the procedures involved, expected outcomes, and timelines, addressing any questions or concerns they may have. I schedule appointments for patients, ensuring they receive timely and coordinated care, and take deposits for each booking. Building rapport with patients quickly is crucial in my role.

I discuss treatment costs and payment options with patients, serving as the primary point of contact before they attend the clinic. I maintain regular communication to keep them informed and engaged, using virtual platforms such as video calls, emails, and messaging apps.

A VTC in dentistry ensures seamless patient care and communication, enhancing the overall patient experience while supporting the dental team in delivering high-quality treatment. The role offers support to busy practice staff by handling large influxes of inquiries that can be incredibly valuable. By managing these inquiries efficiently, I not only alleviate the pressure on the staff but also ensure that every patient inquiry is addressed promptly and professionally. This not only enhances the overall patient experience but also contributes to the smooth operation of the practice. Providing such assistance demonstrates a commitment to excellent customer service and can ultimately lead to increased patient satisfaction and loyalty.

Compliance and mentoring

I describe myself as the ‘compliance queen' because I excel in ensuring that practices adhere to all necessary regulations, protocols, and standards. My meticulous attention to detail, comprehensive knowledge of compliance requirements, and dedication to upholding best practices make me an invaluable asset in maintaining a practice's integrity and reputation. My expertise and proactive approach in navigating complex compliance issues effectively earned me this title among peers and colleagues in the dental field.

Throughout my career, I have taken on roles involving training and mentoring others; these endeavours have always brought me immense joy and fulfilment.

Alongside Maddi at Level Up Team Training, we now mentor fellow professionals in the following areas:

• Dental Compliance

• Reception Training and Telephone Etiquette

• NHS to Private Conversions

• Patient Journey

• TCO

• Practice Management, Leadership and Delegation

• Social Media & Marketing.

We offer both in person training/assistance and remote help. We can complete audits and offer guidance on how to improve current systems. Our primary goal is to alleviate burdens, streamline processes, enhance compliance, and boost revenue for dental practices.

Creating Level Up Team Training with Maddi, and having the opportunity to do something I truly enjoy while empowering others, is a dream come true for me. As a CEO, I have the platform to lead, innovate, and make a positive impact within the broader community. My passion for this work and my commitment to empowering others can inspire and motivate teams to achieve their fullest potential. It's a fulfilling journey where vision and leadership can drive growth, success, and meaningful change.

Downtime

I love animals and nature, so a perfect day out for me is visiting the zoo or the Blue Planet Aquarium with my family. I also follow sports, especially boxing and football. My hometown team, Stockport County, recently achieved a promotion, which delighted my whole family.

In addition to my interests in animals and sports, I am passionate about makeup and beauty. My favourite brands to invest in are Tropic Skincare and PLouise.

As a dental nurse, I always ensure that my family and I maintain strict oral health regimes. Knowing that most dental diseases are preventable, I am committed to instilling good habits in our daily routines. I would be particularly upset if Leo ever needed treatment, as that would bring on a whole new level of mum guilt. Leo loves to brush his teeth, and I've tried to make it a fun and exciting activity for him. By turning it into an enjoyable routine, I'm helping him develop good oral hygiene habits early on.

I am such a night owl; I love the quiet time when everyone else is in bed, and I can enjoy moments to myself without any demands. I always tell myself I'll go to bed early, but I usually end up staying up until around 11.30 pm.

The main focus of this year for me is to create a successful business with Maddi with Level Up Team Training LTD.

Dentistry offers rewarding work, diverse opportunities, job stability, good earning potential, flexibility, continuous learning, and work-life balance. It allows you to make a significant impact on people's health and confidence while offering roles in various fields like practice management, research, or education. It's a fulfilling career that enables you to make a positive difference in people's lives.

Interview by Kate Quinlan