Dental Receptionist

**Duties and Responsibilities**: Provide the first point of contact function for all enquiries regarding the service and deal with general enquires and resolving issues from patients, carers and other health professionals, and other external organisations, both in person and by phone, signposting where necessary. To communicate appropriately and sensitively with patients/carers/relatives who may be fearful, anxious, vulnerable, have sensitive concerns, have special needs, and/or show challenging behaviour, i.e. physical and learning disabilities, have visual or hearing impairment, dementia, or where English is not their first language. This list is not exhaustive.

To always maintain patient and staff confidentiality, adhering to trust information governance and data protection policies and procedures. To manage, organise, maintain and co-ordinate electronic clinical appointment and patient record systems ensuring appointments are booked efficiently and comprehensively, maximising the clinical time available, e.g. SOEL electronic patient record system and chronos electronic appointment system. To receive, process and accurately enter patient sensitive/confidential information onto the electronic clinical appointment and patient record system, ensuring all user fields are completed and up dated each visit.

Documents direct and indirect contact with the patients in the electronic patients records inline with local policy and procedures. Monitoring, processing and logging referrals, organising appointments directly with patients/carers via telephone and letter. File, retrieve and archive patients referrals/records/notes. To be responsible for the archiving of patients records in accordance with Trust policies and procedures.

To provide word-processing, photocopying, scanning and faxing of documents. Collating and circulating documents. Drafting and typing of letters and documents for signature and proofreading when required. Receive and divert telephone calls and record comprehensive and complicated messages from patients, staff and other healthcare professionals for the dental team and other staff members.

Analyse the information received and determine the appropriate action and priority for the attention of the clinicians. On a daily basis identify patients eligible to pay charges/fees revenue for their dental treatment in line with current NHS regulations. Responsibility for collecting/receiving payments from patients or their carers including cash, cheques and credit card payments and issue of receipts. To ensure all cash floats and patients charges/fees are accurately balanced and financial records are kept up to date on a daily basis.

Responsibility for banking of patients charges/fees revenue following the dental patient charge revenue and petty cash standard operating procedure. Manage and process all incoming and out-going mail, including referrals. To co-ordinate the sale of dental resources, monitor and maintain stock levels (where applicable). Monitor and maintain stationary stock and request procurement of resources when required.

Liase with dental laboratories with regard to dental appliances for patients, which may include collection and deliveries of appliances and general enquiries. Organise and book interpreting services for patients and their carers. Demonstrate an awareness of the complaints procedure including defusing and resolving potential conflict/complaint situations to avoid escalation, when required. To liaise effectively with patients, colleagues, patient representatives and partner agencies at all levels both within the Trust and across the NHS and other organisations.

To organise and administrate meetings and events when required including: Booking venues Minute taking/ co-ordinating agenda items Progressing any follow up actions Making accommodation and catering arrangements To be able to work without direct supervision, prioritising own workload. To ensure the waiting and reception areas are welcoming, clean and tidy. To ensure patients are safe within the reception area and take appropriate action when necessary. Recognise and assist as part of the team with the management of medical emergencies should they arise.

Work as part of a team, provide assistance and support to colleagues allocating duties to others if appropriate, providing guidance and advice to new staff and colleagues. Work with other staff members to identify working environment risks and to report any risks immediately to ensure the environment is safe for everyone. To work within National and Trust Policies and Procedures. To respect the individuality, values, cultural and religious diversity of patients and their carers and contribute to the provision of a service sensitive to these needs.

To liaise with other agencies with regards to orders and invoices. To attend regular meetings and take minutes when required e.g. dental team/staff development meeting. To participate in in-service training as appro