OVERVIEW

As a dental Receptionist, you have the first contact with the patient, and the professional appearance, behavior, standard of customer care of the receptionist will determine the impression the patient gains about the practice as a whole and will set the tone for the whole visit.

The receptionist can influence the mood of the waiting room, the stress level in the surgeries and the general feeling of wellbeing in the whole practice. This is because the receptionist in conjunction with the practice manager is responsible for the key operational areas of the practice – appointment handling, patient payments, cash reconciliation, computer operations, NHS, and Private processing and most important the telephone.

The receptionist is also responsible for ensuring that the desk is manned at all times and never left unattended, and is organised in an efficient manner, maintaining a clean and tidy area, where patients are looked after during their visit to the practice.

MAIN PURPOSE & RESPONSIBILITIES

Customer Service:

• Ensure the patient journey is adhered to at all times, paying attention to the outside of the building as well as the inside.
• Welcoming patients whether it be in person or over the telephone, establishing the reason for their visit/call and ensure they are treated in a friendly, courteous and professional manner always communicating about waiting times.
• Acknowledge and welcome all visitors and contractors arriving at the practice and ensure the visitors book is signed.
• Booking and amending appointments, answering the phone, updating patient records.
• To answer the telephone promptly and in the prescribed manner.
• Ensure that the answer machine messages are switched on and off at the relevant times of the day.
• Check the telephone for messages that may have been left and return the calls as required.
• Ensure the reception emails are checked frequently and all emails responded to.
• Accurately update and protect patient information including on the patient electronic database.
• Book next appointments before the patient leaves the practice.
• Ensure you contact the patients regarding their upcoming appointment, including courtesy calls.
• Ensure that the appointment system is efficient and accurate.
• Ensure the appointments books are kept full as possible.
• Ensure that all treatment plans, medical histories, and PR forms are signed at the relevant appointments.
• Accessing sensitive information whilst always maintaining patient confidentiality.
• Ensuring patients are aware of the dental services and products we offer.
• Build and nurture great working relationships with the Clinical team and Practice team.
• Be actively involved in the smooth running of the practice by working well with the practice team.
• Supporting Dental Nurse duties and tasks (if GDC registered/Immunised) as and when necessary for the efficient operation of the practice.
• Work at other practice locations from time to time as required.
• To log out of SFD when leaving the reception desk.

Finance:

• Take ownership for all aspects of money management.
• Collect and record patient payments accurately.
• Balance the cash, cheques, and visas at the end of each session.
• Encourage prompt payments and chase outstanding debts according to the practice policy.
• As directed Line Manager liaise with dental laboratories, supply companies and other organisations as required.
• End of day banking: ensure banking balances (SFD, SOE and Wysdom) ensuring any discrepancies are explored and resolved and then locked away securely.

Administration:

• Keep the reception area and waiting room clean and tidy.
• Record lab work back when returned to the practice from the lab.
• Send out ‘Failed to attend’ letters the same day to the relevant patients.
• Record and send out patient recalls.
• Manage open courses as directed by the Practice Manager.
• Organise stock supplies and control for reception.
• Remove safely any hazards from the waiting area (e.g., stock deliveries).
• Ensure all relevant forms for NHS and private are completed.
• Ensure that any patient records are completed correctly before filing and store them in an efficient, tidy and secure manner.
• Print the day sheets from computer system for the next day and get the record cards out if required (update before the end of day ),
• Ensure that the toilets are checked daily and are clean and tidy also they are stocked sufficiently for the day.
• Attend and participate in practice meetings.

Regulations and CPD:

• To undergo training as required to develop skills and abilities in line with your job role.
• To attend refresher and update training for medical emergencies and CPR.
• Maintain and record CPD as required by CQC regulations.
• Provide support and training by sharing knowledge and being a role model to any Receptionist and/or Trainee/Apprentice nurses when required.

Perform any other duties and requirement that are reasonably requested as defined by the organisation.

Experience

• Experience of working in a Dental Practice as a Receptionist.
• Experience of excellent customer service.
• Experience of working independently as well as part of a team.
• Experience in cash handling.
• Experience of maintaining confidentiality within the practice environment, especially in relations to patients.

Knowledge

• Competent user of Dental I.T systems such as Systems for Dentists (SFD), Exact (SOE), Wysdom
• Office 365
• SFD, SOE & Wysdom experience (preferred but not essential as training can be given.

Skills & Abilities

• Have a Positive, can-do attitude/honest and is adaptable and flexible in all aspects of your role.
• High level of integrity and delivering excellence.
• Have excellent written and verbal communication skills.

Hours:

Mon 8.30-5, Tue 8.30-5, Wed 7.30-4, Thu 7.30-4, Fri 7.30-4 – 40 Hours per week