Front of House Coordinator

6 months ago

Brecon, United Kingdom Brecon Dental Care Full time

**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 face-to-face 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

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