Front of House Coordinator - Brecon, United Kingdom - Brecon Dental Care

Description

Job title:
Front of House Coordinator


Purpose of the job:

To provide a reliable, efficient and timely front of house service to ensure exceed patient expectations at every visit and provide a first-class customer experience


Responsible to:

Practice Manager


Employment duties:

• Provide excellent customer service to patients.
• Perform a high quality administration service to ensure patient

satisfaction and maximum contribution to practice efficiency, effectiveness and
profitability in line with the GDC guidelines and practice policies.

• Establish and maintain productive working relationships with all members of the dental team.
• Liaise with the practice manager on all matters concerning administration, pay

and service conditions.

• Assist with the supervision of the trainee front of house coordinators in the practice.
• Take reasonable care for your own health and safety and that of others who may be affected by your acts or omissions at work.

Key tasks:

• Answer the telephone in a friendly, helpful and courteous manner
• Welcome all patients arriving at the practice and direct them to the appropriate area.
• Provide excellent customer service to patients at all times.
• Communicating appropriately with patients, visitors, suppliers and practice team
• Notify dentist or hygienist of patient's arrival.
• Observe patient confidentiality at all times, including ensuring documents are not left in view of other patients
• Knowledge of what information is required from the patient and ensuring accurate inputting of data onto the computer
• Understanding of new patient procedure and the source of the new patient, versus returning patient.
• Ensure that patient records are kept up to date and are filed in a 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 appointment book management and best practice procedures
• Knowledge of the Complaints policy; and deal with complaints with confidence and according to the Complaints Policy
• Having knowledge of the clinical service the practice provides, undertaking fact finding and sharing knowledge from other practice team members, but ensuring information is clarified by the dentist.
• Following up un booked treatment plans for specialist services and ensuring any finance agreements are set up for the patient.
• Understanding of NHS services vs private services and alternatives that are available
• Anticipate patients' anxieties and answer questions referring to literature, the clinician or practice manager as appropriate
• Making sure that only practice communication is dealt with at the reception desk and private or business matters to be dealt with away from the front desk
• Makes self fully available to patients and maintains communication with them
• Ability to handle difficult or aggressive customers and confidently deals with the situation to bring about a satisfactory resolution in line
• Deals effectively with clients by displaying a professional, courteous and empathetic approach both facetoface and by telephone
• Understands and demonstrates the need for customer privacy and confidentiality at all times
• Fully understands and utilises patient and best practice procedures and how to manage the appointment book
• Continually looks to improve ways of meeting or exceeding customer expectations

Benefits:

• Additional leave
• Company pension
• Private dental insurance

Schedule:

• Monday to Friday

Work Location:
In person