Dental Reception Advisor - Wakefield, United Kingdom - Horbury Dental Care

Description

Job Title:
Dental Reception Advisor**
Reporting to: Non Clinical Team Leader / Assistant Practice Manager

Overview

As the first point of contact for all visitors to the practice, the Dental Reception Advisor plays a vital role in ensuring that all patients receive a prompt and friendly welcome at every visit.

The professionalism of the advisor is key to maintaining good relationships with our patients, maximising the revenue to the practice, and ensuring that the highest level of customer service is always achieved.

This role delivers an opportunity for an outgoing and dedicated individual to join a team of over 10 customer service professionals that deliver exceptional customer service daily.

Summary of main responsibilities and activities within practice:

Reception Hub Duties
Be the first point of contact for prospective and existing customers, managing enquiries, and ensuring the patient journey is optimised and on brand

Manage incoming and outgoing phone calls in a personable manner that ensures patient satisfaction

Ensure that all customer care is given the highest priority

Take payment from patients over the phone whilst maintaining discretion and adhering to GDPR.

Promote the services of the practice and advise of any current promotions

Arrange patient appointment reminders in line with practice policy

Ensure that all customer care is given the highest priority

Liaise closely with surgery teams to ensure maximum efficiency of patient journey

Be an effective user of the practice computer system, optimising the appointment system and patient comms.

Assist with the recall process as required, ensuring the diary utilisation is maximised.

Assist with the follow up of lapsed patients as required in accordance with practice policy.

Work within practice policy to ensure the database is up to date and that the data is 'clean'.


Dental Reception Duties
Greet all customers with a prompt and friendly welcome

Monitor progress in the dental surgeries and advise patients of any delays in a professional manner and according to practice policy

Take payment from patients and ensuring that they leave the practice with all the necessary information and documentation

Make any follow-up appointments that may be required in such a way as to maximise diary utilisation


Administration and other tasks
Deal with the post and complete filing correctly and securely according to practice policy.

Assist with referrals and implant coordination according to practice policy

Assist with any other ad-hoc letters that may be required by the dentists

Able to deal with customer complaints in a professional manner in accordance with practice policy and escalating as appropriate.

Communicate with dental suppliers, laboratories and other organization's as required.

Sale of dental sundries stocks to patients

General administration tasks as required and general housekeeping


Compliance and Audits
Conduct non-clinical audits and surveys as required

Assist with implementation of the NHS Friends and Family survey of patients

Working with the Patient Services Manager use the iComply system to ensure that all policies are up to date and records of implementation are maintained

Assist with preparing the practice for inspections and audits as required


Teamwork
Understand the vision and objectives of the practice and work in line with these

Provide support to clinicians and other team members and encourage effective teamwork


Personal Development and CPD
Undertake personal and whole practice training and development in order to comply with and maintain statutory CPD obligations

Maintain personal development records and make these available as required


General
Be aware that flexibility is a necessity of the job particularly with hours of work in the case of dental emergency and staff shortages

Report all incidents/issues of importance through the appropriate channels

Maintain a professional manner and appearance consistent with the Horbury Dental Care brand values


All Practice Members

Health and Safety

All practice members are required to acquaint themselves with health, safety, fire regulations and the accident notification system, whilst taking all possible steps to safeguard the health and welfare of staff, patients, colleagues and visitors during working hours, in accordance with the Health and Safety at Work Act 1974.

Confidentiality

All practice members should be aware of the need to preserve strict confidentiality in dealing with patients and should not disclose information obtained in confidence except to authorised persons or organizations as instructed.

Data Protection

All practice members are required to comply with the Data Protection Act 2018 and GDPR, which regulates the use of computerised information.

No Smoking Policy
The practice has a no smoking policy on the practice premises.


Practice Policies and Protocol
All