Front of House

7 months ago

Birmingham, United Kingdom House of Dental Birmingham Full time

**To proactively manage the non-clinical relationship with potential and existing patients, providing first class customer service.**

Key responsibilities:

- Manage all enquiries from potential new patients, providing information on the services offered by the practice, according to practice brand standards.
- Ensure fast follow-up to all enquiries, with the aim of booking an appointment and achieving new patients for the practice.
- Effectively manage the appointment book for dentists and therapists, ensuring that the daily production targets can be met and the booking system is followed.

Including:

- Manage the systems for follow-up contacts and recall contacts
- Manage the systems for treatment plan reactivation
- Manage the systems for referral and testimonials
- Involvement in practice open evenings, events and other marketing campaigns.
- Manage phone enquiries and booking of appointments, payments and patient liaison
- Meeting and greeting patients, providing a customer-focused and seamless patient journey according to the practice’s brand standards.
- Welcoming new patients to the practice and introducing them to the practice philosophy.
- Ensure the “front of house” is maintained to a high standard and complete daily housekeeping tasks, according to the practice’s brand standards.
- Monitor and maintain the relevant systems, in order to provide regular reports to the management team on; appointment book capacity, new patient numbers and referral sources, treatment plan take-up and follow-up contact, patient recall response.
- Ensure that all the relevant paperwork is completed promptly and accurately and that all patients records are updated and maintained, according to practice procedures.
- Proactively contribute to regular practice meetings.

**Skills & Attitudes**:

- Excellent communication skills, both verbal (including a positive and friendly phone manner) and written
- Excellent listening skills and an empathetic approach to patients
- Dedicated to providing a first class customer service experience
- Proven sales ability: can spot opportunities, understand and communicate the benefits to the patient, handle objections and refer to the Treatment Coordinator
- Builds trust and rapport with a wide range of people
- Good organisational skills
- Ability to work as part of a team, and alone when required
- Good IT skills
- An ability to bring energy and enthusiasm to any situation and always act with honesty and integrity
- A “can-do” attitude, with the desire to learn new skills and take on new challenges, shows initiative
- Prepared to work according to the practice systems and brand standards
- A professional appearance

**Salary**: £10.42-£11.50 per hour

Expected hours: 40 per week

Schedule:

- Monday to Friday
- Weekend availability

**Experience**:

- customer service: 1 year (required)

Work Location: In person

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