Receptionist

RECEPTIONIST

Employed | Multi-Site Specialist Orthodontic Group | Rickmansworth WD3

Salary: £26,000 – £29,000 per annum (dependent on experience)

Responsible to: Practice Manager
This job description provides a general outline of duties and responsibilities for the role.
It is not an exhaustive list. Additional duties reasonably requested by management are
expected to be carried out. This document will be reviewed periodically and updated as required.

ROLE OVERVIEW

The Receptionist is the first point of contact for all patients and visitors to the practice and plays a vital role in creating a welcoming, professional, and efficient front-of-house environment. You will be responsible for managing the day-to-day administrative functions of the reception area, supporting the smooth running of the clinical diary, and ensuring every patient receives an outstanding experience from the moment they contact or arrive at the practice.

1. PATIENT CARE AND FRONT-OF-HOUSE

• Greet all patients and visitors warmly and professionally upon arrival, ensuring they feel welcome and comfortable
• Check patients in for their appointments accurately and promptly, notifying the clinical team of patient arrivals
• Manage the waiting area, ensuring it remains clean, tidy, and well-presented at all times
• Ensure all patients are acknowledged and seen to in a timely manner, communicating any delays professionally and courteously
• Provide a consistently high standard of customer service in all patient interactions, whether in person, by telephone, or by email
• Support anxious or nervous patients with reassurance and sensitivity
• Maintain a professional appearance and manner at all times in line with the EDS dress code policy

2. APPOINTMENT MANAGEMENT AND DIARY

• Manage the appointment diary accurately, booking, rescheduling, and cancelling appointments in accordance with practice protocols
• Confirm patient appointments by telephone, email, or SMS in line with practice recall and reminder procedures
• Monitor the daily appointment schedule and liaise with the clinical team to ensure efficient patient flow throughout the day
• Manage patient recalls and ensure recall appointments are booked in a timely manner
• Ensure appointment slots are correctly zoned and allocated in accordance with clinical requirement

3. ADMINISTRATIVE DUTIES

• Register new patients, creating accurate patient records on the practice management system in line with GDC and GDPR requirements
• Update and maintain existing patient records, ensuring all contact details, medical histories, and consent forms are current and complete
• Process incoming and outgoing post, emails, and telephone messages in a timely and accurate manner
• Handle referral letters, ensuring they are logged, acknowledged, and directed to the correct clinician promptly
• Prepare patient documentation for upcoming appointments including consent forms, treatment plan letters, and patient information leaflets
• Assist with the administration of the orthodontic recall system as directed by the Practice Manager
• Carry out general office duties including photocopying, scanning, filing, and maintaining stationery levels
• Use the practice management software (R4, Exact, or Ortho Trac) accurately and efficiently for all patient and administrative records

4. TELEPHONE AND COMMUNICATION

• Answer all incoming telephone calls promptly, professionally, and in accordance with the EDS telephone protocol
• Handle patient enquiries, appointment requests, and general queries effectively, escalating to the Practice Manager or clinical team where appropriate
• Take accurate messages and ensure they are passed to the relevant team member without delay
• Communicate clearly and sensitively with patients regarding treatment options, costs, and payment methods

5. FINANCIAL AND PAYMENT ADMINISTRATION

• Collect and process patient payments accurately at the point of service, issuing receipts as required
• Balance the till and complete end-of-day financial reconciliation as directed by the Practice Manager
• Escalate outstanding or disputed payments to the Practice Manager promptly

Essential:

• Previous experience in a receptionist or front-of-house role, preferably within a dental, orthodontic, or healthcare setting
• Excellent verbal and written communication skills
• A warm, professional, and patient-centred manner
• Strong organisational skills and attention to detail
• Ability to remain calm and professional under pressure in a busy clinical environment
• Proficiency with computers and patient management software (R4, SoE Exact, Ortho Trac or similar is desirable)
• A positive, team-first attitude and willingness to support colleagues
• Sound understanding of patient confidentiality and data protection obligations

Desirable:

• Experience in a dental or orthodontic practice environment
• Familiarity with NHS dental administration processes
• Experience handling patient payments and financial administration
• Knowledge of CQC standards as they apply to a patient-facing role

STATEMENT OF DUTIES

This job description is not an exhaustive list of duties but provides a general outline of the responsibilities and expectations for the role of Receptionist at EDS. Any additional duties reasonably requested by management are expected to be carried out. This document will be periodically reviewed and may be updated in line with business requirements.

Pay: £26,000.00-£29,000.00 per year

Work Location: In person