Overview

Job Purpose:                To ensure that patients receive written treatment plans and that patients understand the treatment that is planned. This role provides support to the dentists and hygienists and ensures that the patient has a point of contact throughout their journey.

Specific responsibilities:

• Responsible for all treatment plans
• Tracking patient treatments and ensuring efficient and continuous uptake of treatments and contacting patients with outstanding treatment plans.
• Responsible for communicating treatment plans and all treatment options and giving adequate information to patients to ensure they can make an informed choice.
• Responsible for pre-appointment phone calls for patients having sedation and post phone calls to patients after surgical procedures.
• Responsible for ensuring all documentation of treatment plans, patient, GDP and hospital letters for all patients undertaking treatment are filed, typed and sent efficiently.
• The specific tasks for receptionist will also apply when necessary according to business need.
• Confirming financial arrangements for patients including finance options and credit applications.
• Assisting the patient with any queries they may have with their treatment plan.
• Ensuring that each time a patient attends they have a positive experience.
• Monitoring feedback from patients and dentists and reporting to the owner and practice manager regularly.
• Reviewing new patient activity and producing monthly report spreadsheet.
• Status reports to the dentist at quarterly intervals.
• Online case bookings for whitening.
• Ensuring diary productivity with strong uptake of treatment, achieved by regular follow ups for all plans and doing outstanding treatment lists each month.
• Provide exceptional customer service at all times.
• Assisting with any legal reports and typing of such and copying records etc.
• Deal with complaints in line with practice policy.
• Liaise fortnightly with twitter feeds/ post social media updates to social media persons / Jess.
• Assist with the monthly patient accounts and sending of invoices to patients.
• Assist reception with deposit payments and any payment queries

Specific clinical tasks: if nursing

• Be in the surgery for chaperone purposes at all times
• Greeting patients in a polite and courteous manner.
• Always be aware of patient confidentiality and data protection.
• Promote a professional image at all times
• Accurately complete clinical records as directed and initial notes with clinician
• Ensure all patients receive all necessary paperwork, explaining pre and post operative care requirements, and ensure that all forms
• Wear correct personal protective clothing and provide patient with personal protective equipment.
• Ensure correct use of equipment in accordance with manufacturers guidelines and report any faults
• Adhere to practice procedures on prevention of cross infection and ensure sterilisation of all clinical areas and equipment
• Complete Laboratory request forms and keep records of work sent, received and fitted and ensure all lab work is available prior to patients arrival
• Handle all substances in accordance with COSHH procedures
• Ensure compliance with Health and Safety rules and be fully conversant with all emergency and evacuation procedures
• Carry out regular stock takes, and notify manager when supplies need to be ordered.
• Ensure use of check lists provided which clearly define schedule of daily and weekly duties
• Participate in staff meetings and in house training sessions
• Comply with all practice training procedures and CPD requirements.
• Attend refresher and update training on medical emergencies and CPR
• Be aware of the practices business strategy and provide optimum use of all surgery time

Specific receptionist tasks:

• To welcome patients and visitors and refer them to the appropriate area
• To notify providers of patient arrivals, review adherence to schedule and remind the provider and inform the patient of any delays in line with practice procedures.
• To anticipate patient anxieties, answer questions, provide information leaflets when appropriate and maintain an orderly reception area.
• To schedule patient appointments in person, letter, phone or by email.
• To enter and retrieve patient information including schedules, recalls on computer while maintaining confidentiality and data protection regulations.
• Receive and redirect appropriately all incoming calls
• Calculate and collect patient charges.
• Provide patients with detailed estimate of treatment and obtain signed copy for our records
• General filing and scanning
• Dealing with incoming and outgoing mail including recall appointments, appropriate literature to new and existing patients in accordance to practice policy.
• Respond to emergencies in line with practice policy and follow all health and safety procedures

Key competences:

• Communication skills
• Organisational skills
• Customer focused awareness
• Team player
• Computer Literate
• Empathetic
• Excellent timekeeping

Attainments  

• National certificate for dental nurses or equivalent qualification- Vaccinated in accordance with current Department of Health guidelines – Computer Literate using dental software such as Exact SOE and SIDEXIS
• Minimum 5 GCSE’s
• Computer Literate
• Minimum of six months experience of reception work within a dental practice or similar environment

Preferable Attainments

• NVQ in Business Administration – Experience of cash handling – NVQ in Customer Care – NVQ customer care – IT skills

Physical make up

• Tidy and clean appearance at all times

Personal Attributes:

• Team player with relationship building skills both internal and external to the practice
• Flexible
• Proactive in all aspects of work including self-development
• Diligent
• Good written and oral communication skills
• Ability to deal with difficult /nervous patients
• Organised
• Good written and oral communication skills