Soft Service Associate Job Description
For the purpose of better understanding the Soft Service Associate role at St Julian's Dental Clinic, the clinic workflow is organised through two main roles. The first role is Treatment Coordinator, who is dealing with all patients' needs and communication and Soft Service Associate. For clarity, the clinic does not have a reception with a receptionist position, nor the so called ‘practice manager’. The Soft Service Associate role requires excellent organisational and communication skills, not limited to administrative responsibilities only. They are to be applied in three directions: clinic premises, clinic staff/visiting specialists and patients' communication in support to the Treatment Coordinator.
Premises
Cleaning of the ground floor, first floor, staircase, entrance and the off-side parking.
Two hours before clinic opening for patients – turning on
- Water supply
- Compressor
- Dental chairs
- Computers
- TV Frames
- Decontamination equipment
- Heating/air conditioning/air purification devices
- Lights
In case of detected failure with any of the above, urgent repair is to be organised through liaising with third party providers for the facilities maintenance.
Security
Security surveillance two hours before the clinic opening and throughout the working day for the staff and patients' safety.
Landscaping
- Taking care of the plants at the clinic entrance and the ones on the balconies.
- Waste management.
- Making periodical non‑clinical audits and ensuring compliance with health and safety regulations.
- Making periodical inventory.
- Ordering supplies for the clinic, ensuring smooth workflow.
Staff and Visiting Specialists
- Scheduling for staff and visiting specialists.
- Rescheduling for staff and visiting specialists.
- Organising training.
- Leading the clinic team in promoting and team‑building events.
- Supporting efficient communication between staff and clinicians to ensure smooth changes when needed (i.e in case of cancelled appointments, difficulties with staff scheduling…).
- Liaising with dental laboratories.
- Providing refreshments daily and on‑site food once per week.
- Getting feedback from staff and visiting specialist about potential improvements of the working environment and the workflow itself.
Patients
- Providing positive experience for the patients at the clinic, focusing on the human element.
- Being observant and proactive in support of disabled and elderly patients (but not exclusively).
- Generating software reports (bookings, payments, outstanding payments…).
- Taking payments over the phone, encouraging prompt payments and chasing outstanding debts.
- Supporting the Treatment Coordinator, any time the first requires, in relation to patients’
Communication
- Scheduling
- Providing information about the dental clinic
- Facilitating recalls and advertising campaigns
Experience Requirements
Three years non‑clinical managerial position at a dental practice or a dental clinic department.
