Role Description
Head Receptionist
Windsor Salford Dental Practice, Manchester, M6 5EQ
What is a head receptionist?
The Reception team have a significant responsibility for both the patient experience and the practice performance. They are responsible for managing the diary, looking ahead to fill any white space, making sure cancelations are re-booked, FTA’s are kept at a minimum and appointments are scheduled with the business targets in mind. They have a key role to play in the patient journey starting from before our patients even step foot in the practice. The head receptionist needs to lead a team with patient experience and task completion as their main focus.
A reception team needs a strong and inspirational leader who will be both an ambassador for the practice and their team.
Question
Can you influence a team to effectively complete tasks and get value out of processes? Do you enjoy bring out the best in people and motivate them to success?
Expectations of the role
- Take ownership of the presentation & organisation of the reception desk
- Understand the practice targets and communicate these with the rest of the team
- Ensure tasks are rotated effectively with the business needs in at the forefront
- Oversee the Management of the appointment bookings to add the most impact to UDA performance
- Take ownership of FTA’s and utilisation of Whitespace
- Create & encourage a culture of exceptional patient service
- Work Collaboratively & communicate with all roles in the practice to ensure the practice is running efficiently
- Act as deputy to the Practice Manager in all initial patient contact
- Be the representative of the reception team in any meetings in the practice
- Filter any queries from your team with the aim of solving these before they reach the Practice Manager
- Take ownership of how the reception team can positively impact the practice target in diary management
- Support a covering Practice Manager during any Practice Manager holiday
- Be the first port of call for any practice complaints or concerns before escalating to the PM where needed.
- Complete TEPE’s on reception team and ownership of their development
- Lead the team to deliver the best patient experience following the practice specific journey
- Set clear guidelines for all reception staff
- Work with the Practice Manager to set, measure and manage KPI’s for the team
- Take ownership of the success of these KPI’s
- Manage the desk Rota including holiday and sickness cover
- Be the first line of approach in the PM’s absence
- Take an active part in the practice P&S plan and how the reception team can support
- Support the PM in SOE reporting & practice projects
What does success look like?
- I lead by example
- I own the responsibility of communicating with all roles within the practice to ensure they have the information they need from me to complete their functions
- I take ownership of my own development to ensure I have advanced knowledge of the software to enable me to manage the diary
- I take ownership of the reception teams knowledge & performance
- I take the initiative to be up to date on the practice performance and how my team can impact this
- I brainstorm Ideas with my team with the patients’ needs at the Centre
- I approach my practice manager with possible solutions, not problems
- I am open to the ideas of my peers without fear of judgement
- I’m willing to think creatively and make suggestions
- I embrace change and I am an advocate for both Roderick’s and my practice