Dental receptionist

Job Summary: The post holder will be required to work as part of the practice reception team to ensure our patients are well looked after when they contact and visit us. The post holder will be required to provide a reliable, efficient and timely front of house service to ensure we exceed patient expectations at every visit and provide a first-class patient experience. You will be passionate about making a difference to the patients you see and deal with on a daily basis. You will be required to provide reception cover at other Smile Together locations. Key accountabilities: When working as a receptionist the post holder should have a smart, professional appearance at all times and always have a positive demeanour You will understand what a receptionist can do for the patient, communicating to each individual to maximise the patient returning On occasions you will be required to visit and work from other locations where you will need to integrate as part of the local team Maintain and develop your continuing professional/personal development according to agreed training needs via our Smile Together Training Academy Undertake other reasonable duties as requested by the Practice Managers and Smile Together Management Team Play a valuable part in contributing to the success of our organisation Be an ambassador for the companys vision, mission and values and demonstrate related behaviours To professionally represent Smile Together as an ambassador for the company in this role, leading by example Skills a Dental Receptionist will be expected to have: Answer the telephone in a friendly, helpful and professional manner If required, and after appropriate training, provide assistance for the Call Handling team Welcome all patients arriving at the practice and direct them to the appropriate waiting area Communicate appropriately with patients, visitors, suppliers and the dental team Ensure patient confidentiality at all times Know what information is required from the patient and ensure accurate inputting of data onto the computer Understand the returning patient Ensure that patient records are kept up to date and manual records (where necessary) are filed in an efficient, tidy and secure manner Manage the reception area and maintain the reception as a welcoming, pleasing, tidy and orderly area, which is checked regularly throughout the day Full understanding and compliance of the diary management and best practice procedures Deal with complaints with confidence and according to the Complaints Policy Have knowledge of the clinical services provided, undertaking fact finding and sharing knowledge from other team members, ensuring information is clarified by the dentist An understanding of NHS vs private dental services and alternative services that are available in the practice, in order to provide patients with all available options Anticipate patients anxieties and answer questions, referring to literature, the clinician or Practice Manager as appropriate Make sure that only practice communication is dealt with at the reception desk and private or business matters are dealt with away from the reception desk and in an appropriate manner Able to handle difficult or aggressive customers with confidence Able to deal with difficult situations to bring to a satisfactory resolution in line with the Complaints Policy Deal effectively with patients by displaying a professional, courteous and empathetic approach both face-to-face and by telephone Continually look to improve ways of meeting or exceeding customer expectations Clinical procedure: To follow the start and end of the day procedures as directed by the Practice Manager Understand and know your practice and local area and be involved in the marketing of the practice Understand and be confident in the use of the computer system, using the initiative to check all data regularly Ensure knowledge of and adherence to clinical policies and procedures in relation to: Telephone procedure Emergency bookings FTAs, Recall and Referral systems Lab process Waiting room protocol Post Complete any administrative tasks allotted to the receptionist by the Practice Manager Understand the NHS administration and completion of forms Be aware of the handover procedures to other receptionists and use the diary system to message other receptionists When necessary, knowledge-share and support the training and development of other receptionists Arrange as directed, attend and participate in team meetings to enhance communication within the practice Understand the different roles within the practice and the reception requirements Make a positive contribution at practice meetings and support dentists and other colleagues in achieving their goals Support Smile Together Management Team decisions and demonstrate expected behaviours as an example to others Retail: Ensure patients are offered the retail products which are available for sale in the practice by checking if any recommendations were made by the dentist or hygiene therapist and also by making patients aware of what products we have available