Role DescriptionHead 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
