Dental Receptionist Apprenticeship (Customer Service) - Bolton

As a dental Receptionist, you have the first contact with the patient, and the professional appearance, behavior, standard of customer care of the receptionist will determine the impression the patient gains about the practice as a whole and will set the tone for the whole visit. The receptionist can influence the mood of the waiting room, the stress level in the surgeries and the general feeling of wellbeing in the whole practice.

Customer Service

• Ensure the patient journey is adhered to at all times, paying attention to the outside of the building as well as the inside.
• Welcoming patients whether it be in person or over the telephone, establishing the reason for their visit/call and ensure they are treated in a friendly, courteous and professional manner always communicating about waiting times.
• Acknowledge and welcome all visitors and contractors arriving at the practice and ensure the visitors book is signed.
• Booking and amending appointments, answering the phone, updating patient records.
• To answer the telephone promptly and in the prescribed manner.
• Ensure that the answer machine messages are switched on and off at the relevant times of the day.
• Check the telephone for messages that may have been left and return the calls as required.
• Ensure the reception emails are checked frequently and all emails responded to.
• Accurately update and protect patient information including on the patient electronic database.
• Book next appointments before the patient leaves the practice.
• Ensure you contact the patients regarding their upcoming appointment, including courtesy calls.
• Ensure that the appointment system is efficient and accurate.
• Ensure the appointments books are kept full as possible.
• Ensure that all treatment plans, medical histories, and PR forms are signed at the relevant appointments.
• Accessing sensitive information whilst always maintaining patient confidentiality.
• Ensuring patients are aware of the dental services and products we offer.
• Build and nurture great working relationships with the Clinical team and Practice team.
• Be actively involved in the smooth running of the practice by working well with the practice team.
• Work at other practice locations from time to time as required.
• Role model the Riverdale Values \’Be The Best We Can Be, Do The Right Thing & Support Each Other\’

Administration

• Keep the reception area and waiting room clean and tidy.
• Record lab work back when returned to the practice from the lab.
• Send out ‘Failed to attend’ letters the same day to the relevant patients.
• Record and send out patient recalls.
• Manage open courses as directed by the Practice Manager.
• Organise stock supplies and control for reception.
• Remove safely any hazards from the waiting area (e.g., stock deliveries).
• Ensure all relevant forms for NHS and private are completed.
• Ensure that any patient records are completed correctly before filing and store them in an efficient, tidy and secure manner.
• Print the day sheets from computer system for the next day and get the record cards out if required (update before the end of day)
• Ensure that the toilets are checked daily and are clean and tidy also they are stocked sufficiently for the day.
• To log out of SFD and SOE when leaving the reception desk
• Attend and participate in practice meetings.

Skills Required

• Communication skills
• IT skills
• Attention to detail

On completion of this 12 month apprenticeship you will have gained your Customer Service Practitioner Level 2 Apprenticeship.

Possibility of a full time role after the completion of the Apprenticeship.