Duties & Responsibilities:
Communication & Relationship Skills
- Receive patients and their relatives and carers into the department and advise surgery employees of patients' arrival.
- Make and amend appointments for patients. This will include direct face-to-face contact, contact by telephone and by post.
- Deal with telephone enquiries
- Explain NHS charges to patients using tact and empathy when there may be barriers to understanding.
- Make telephone reminders to patients about upcoming appointments, both for base clinic and other clinics as required
- Send out new and recall appointments to patients, contacting patients by telephone to confirm appointments where necessary.
- Utilise the electronic appointment system to ensure maximum activity is achieved.
- Regularly check that no patient has been overlooked and explain any reason for the delay in being seen.
- Support the Referrals Administrator; help maintain spreadsheets relating to patients referred into the service.
- Monitor patients' welfare and alert the clinical team should there be any concerns.
- Maintain strict confidentiality concerning patient care at all times
Planning & Organisational Skills
- Complete record cards with patient details. Enter patient details onto computer system. Distribute medical history forms to patients, collect and provide to the dentist.
- Prepare and complete NHS treatment forms as appropriate, gaining patient/or significant other's signature.
- Prepare day lists and record cards for clinical sessions.
- Assist the Referrals Administrator with appointments for patients' referrals service, creating paper and electronic records for the patient, entering details of the referring practitioner onto the computer system.
- Arrange appointments with schools for dental employees to visit to undertake dental screening. Provide information to schools about facilities required and arrangements to be made. Receive forms from school screenings, record figures, and arrange appointments as a result of screening.
- Receive and record details for domiciliary visits (these could be direct or by referral). Liaise with dentists about appointments and arrange domiciliary visits.
- Liaise with senior clinicians when booking appointments for general anaesthesia and sedation and check that pre and post-operative written instructions have been given.
- Booking of interpreters when necessary.
- Organise incoming and outgoing mail.
- Annually up date the filing system and archiving.
- Maintenance and replenishing of stationary for Norfolk and Waveney clinics.
- Undertake filing of patient record cards and other associated paperwork.
- Utilise keyboard skills for data entry on dental software programme.
- Produce word processed documents and spreadsheets as necessary.
- Provide advice and information to patients, ensuring that leaflets and all information presented is current.
- Regularly check the tidiness of the waiting and reception area, tidy as necessary and clean play equipment in accordance with the Infection Control Policy. Deal with any spillages as necessary.
Policy & Service Development
- Follow and comply with all policies and procedures.
- Contribute to policy development.
Financial & Physical Resources
- Assist with all financial aspects including administering patient charges and receiving various type of payments - cash, cheques, credit and debit cards; 'cash up' at the end of the session.
- Regularly bank dental income.
- Maintain responsibility for regularly updating the dental income spreadsheets.
- Maintain responsibility for petty cash.
- On instruction, follow up unpaid bills.
- Receive monies for toothbrushes and other oral health aids. Maintain stock levels for the clinic, liaising with the Oral Health Promotion team.
- Assist with stocktaking and requisitioning of supplies and processing of paperwork for payment. This work will be for a range of items including dental laboratory work, stationery and dental sundries, etc.
- Process the compilation and delivery of oral health products to other clinics e.g. toothbrushes.
- Demonstrate own activities or workplace routines to new or less experienced employees in own work area.
- Process and store patient information on the dental computer software.
- Input data to maintain accurate stock control record as required.
- Record stocktake data as required.
- Good standard of education
- Dental Receptionists Training Programme or equivalent
Areas of Experience & Knowledge
- Reception experience
- Knowledge of health, safety and security issues
- Dealing with cash transactions
- Basic computer skills
- Good organisation
- Dental experience
- Knowledge of Dental Services and their roles
- Experience of completing NHS dental forms
- Typing and word processing
- Experience of dental software
- Good communication skills both oral and written
- Clear and accurate written skills, including ability to complete forms accurately
- Ability to empathise, reassure
- Command of other languages