Dental Receptionist in Plymouth

22.5 hours per week, possibly over 5 days (Mon-Fri). The Dental Service Receptionist serves as the first point of contact for patients accessing the dental service and plays a key role in delivering a professional, welcoming, and patient-centred experience. The post holder is responsible for responding to patient enquiries, providing administrative and reception support, and ensuring effective communication between patients and the clinical team. Working with support from supervisory staff when required, the postholder will frequently interact with patients who may be experiencing pain, discomfort, anxiety, or distress. A compassionate, proactive, and solution-focused approach is essential to ensure patient needs are addressed efficiently and sensitively while maintaining a high standard of customer service.

Please note that this role is not eligible for sponsorship under the Skilled Worker route. All Livewell staff are expected to be able and willing to work across a 7-day service.

Main duties of the job

• Act as the first point of contact for patients, carers, visitors, and members of the public, providing a professional, courteous, and responsive service.
• Receive and manage telephone calls and enquiries for Plymouth Community Dental Services Ltd, including requests relating to access to emergency dental treatment and general service information.
• Respond to and resolve routine queries, escalating complex issues to the appropriate clinical or managerial staff when required.
• Liaise effectively with dental teams, healthcare professionals, and external organisations to facilitate patient care and ensure smooth operation of the service.
• Provide accurate information and support to patients and carers, ensuring confidentiality is always maintained.
• Contribute to the efficient administration of the service by maintaining effective communication and coordinating appointments and patient-related enquiries.

About us

Livewell Southwest is an independent, award‑winning social enterprise delivering integrated health and social care services across Plymouth, South Hams, and West Devon, with specialist services in parts of Devon and Cornwall. Our teams work in community hospitals, GP practices, sports centres, and health hubs. As an organisation with a strong social conscience we are guided by our values, kindness, respect, inclusivity, ambition, responsibility, and collaboration. We focus on transforming services to ensure sustainability, while empowering staff and those we serve. We involve the people we care for, along with their families and carers, in shaping the care they receive, striving to deliver the right care at the right time and place. Centering our work on individual needs helps people lead healthy, independent lives. We prioritise employees' development, offering protected CPD time, training pathways, leadership programmes, and funding for qualifications like the Care Certificate and Nurse Training Scholarships. Our induction and preceptorship programmes ensure a smooth transition into our organisation. Livewell Southwest values diversity and encourages applications from all sections of the community, including those with armed forces experience, lived experience of mental health, neuro‑diverse conditions and learning disabilities. If you need assistance or reasonable adjustments during the application process, contact the Recruiting Manager listed in the job advert.

Job responsibilities

Reception Duties

• Welcome and check in patients on arrival, ensuring records are accurate and up to date, process patient payments by cash, card, issuing receipts where required.
• Verify patient eligibility for NHS exemptions and ensure supporting evidence is recorded in accordance with practice procedures.
• Maintain strict confidentiality of patient information and comply with GDPR and practice policies.
• Assist patients in completing medical history forms, patient registration forms, and other required documentation, providing support where necessary.
• Arrange follow‑up appointments and manage appointment bookings in line with clinical instructions and service protocols.
• Explain the practice complaints procedure to patients and provide guidance on how to lodge a complaint if required.
• Liaise effectively with dentists, dental nurses, service managers, and external agencies to support patient care and practice operations.
• Provide a professional, empathetic, and patient‑focused service when dealing with difficult, distressed, or special needs patients.
• Respond to patient enquiries in person, by telephone, and electronically, always ensuring a high standard of customer service.
• Support the smooth day‑to‑day running of the reception area and maintain a welcoming environment for patients and visitors.

Telephones

• Accurately enter, update, and maintain patient records using Dentally practice management software.
• Receive incoming patient calls, obtain and verify patient details, and document reasons for contact.
• Record detailed information for urgent dental concerns and ensure cases are referred appropriately for clinical triage.
• Verify and process patient exemption status and update records accordingly.
• Book, amend, and cancel appointments in line with practice protocols and clinician instructions.
• Manage appointment diaries efficiently to maximise utilisation and minimise missed appointments.
• Maintain strict confidentiality of patient information in accordance with GDPR and practice policies.
• Provide a professional, empathetic, and patient‑centred service always.
• Communicate effectively with patients, including those with additional needs, disabilities, or challenging behaviours.
• Arrange interpreter services to facilitate effective communication with patients whose first language is not English.
• Handle patient enquiries, concerns, and complaints professionally, escalating issues where appropriate.
• Liaise with dentists, hygienists, nurses, and other members of the practice team to ensure smooth day‑to‑day operations.
• Ensure accurate completion of administrative tasks and maintain high standards of record keeping.

Person Specification

Skills & Abilities

• Ability to communicate verbally and in writing to a good level (face to face and over the telephone).
• Ability to prioritise own workload.
• Ability to work effectively as part of a team.
• Able to use own initiative and to know limitations of own role and knowledge.
• Organised, efficient and accurate.
• Flexible and adaptable willing to learn new skills.

Qualifications

• Educated to Vocational Level 2 (NVQ 2) in Customer Services or Business Admin or equivalent level of qualifications or significant equivalent previous knowledge & experience.
• Good general education to GCSE level or equivalent.

Knowledge

• Good communication skills, written and verbal.
• Good interpersonal skills.
• Able to use own initiative.
• Accuracy.
• Good numeric ability.
• Knowledge of GDPR and its implications.
• Experience of cash handling and completing daily ledgers.
• Experience in a general dental practice or GP reception.

Experience

• Experience of working in a busy reception.
• Experience of working in a small call centre.
• Experience of working face to face with the public.
• Basic dental knowledge, including terminology and abbreviations.
• Understanding of GDPR.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.