Head Dental Receptionist/Administrator

About the Role

River Specialist Dentistry is a well-established Dental Practice, known for its commitment to providing exceptional care and a welcoming environment for patients.

We are seeking a dedicated and detail-oriented Head Dental Receptionist to lead our front-of-house team. This role is pivotal in ensuring every patient receives a seamless, welcoming, and professional experience from the moment they interact with us. You will be responsible for overseeing reception operations, including all administrative tasks, with a strong emphasis on accuracy, efficiency, and exceptional customer service.

This is a key leadership position within a busy Mixed NHS/Private dental practice, ideal for someone who takes pride in delivering high standards, understands the importance of the patient journey, and is committed to ensuring no detail is overlooked.

Working Hours:

• Full-time position
• Monday to Friday
• Occasional Saturday cover may be required

Key Responsibilities:

• Promptly check in patients for every attendance
• Update patient demographic details at each appointment
• Process DNA (Did Not Attend) patients in line with policy
• Liaise with nursing teams regarding late arrivals/cancellations
• Make follow-up appointments as requested by clinicians
• Answer telephone calls courteously and direct enquiries appropriately
• Ensure all incoming calls are answered within three rings
• Book interpreters in a timely manner
• Manage incoming mail and emails
• Maintain strict filing procedures

Call Handling:

• Answer calls using the practice call script
• Handle telephone enquiries professionally
• Ensure patient needs are met effectively
• Manage clinician queries and appointment changes
• Inform patients of short-notice bookings/cancellations

Referral Processing and Booking:

• Accurately record and update referrals and patient details on Dentally
• Promptly and accurately deal with all NHS Referrals strictly in line with SOPs
• Process and manage referrals using the Referral Management System (RMS)
• Prioritise and fast-track referrals as needed
• Ensure timely vetting and booking into correct clinics
• Monitor e-referrals and clinic capacity
• Send appropriate patient letters
• Locate and prepare health records promptly
• Maintain and update non-clinical sections of patient records on Dentally

General Duties:

• Present a positive image of the practice
• Follow all practice processes
• Maintain confidentiality at all times
• Ensure secure destruction of confidential information
• Assist with training of new or temporary staff
• Embrace technology-enabled service improvements
• Participate in team meetings
• Maintain stock levels for smooth practice operation

Management Duties:

• Oversee all reception duties and daily operations
• Manage cover during staff absences/annual leave
• Disseminate information to relevant staff
• Support and advise the administrative team
• Act as a supportive team member

Non-Essential Responsibilities:

• Perform other duties as requested from time to time

Essential Criteria

• Minimum 2 years of dental administrative experience
• Experience working in a mixed NHS/Private dental practice
• Proven experience managing or supervising a team
• Strong working knowledge of Microsoft Office (Word, Excel, Access, PowerPoint, Outlook)
• Excellent communication and interpersonal skills
• Calm and professional approach with patients
• Strong organisational and time management skills
• Knowledge of dental terminology and patient charge remission
• Full UK driving licence

Desired Criteria

• Proficient in Dentally practice management software
• Experience using NHS Referral Management System (RMS)
• Experience using DenGro CRM system
• Experience working alongside a Treatment Coordinator (TCO)
• SVQ Level 3 in Administration or equivalent qualification
• Up-to-date with mandatory and statutory training

Training & Development

We support ongoing training and development, including CPD opportunities and system training to help you grow in your role.

How to Apply

Please apply via Indeed, include your CV and a short cover letter. We look forward to hearing from you

Job Types: Full-time, Permanent

Pay: £13.00-£15.00 per hour

Expected hours: 40 per week

Benefits:

• Company pension
• Employee discount

Application question(s):

• Do you have at least 2 years of administrative experience in a mixed NHS and Private Dental Practice?
• Do you have experience managing or supervising a team?

Work authorisation:

• United Kingdom (required)

Work Location: In person

Application deadline: 01/12/2025