Dental Receptionist Apprenticeship (Customer Service)

Riverdale Tradeco Ltd; Great Bowden; On-site; GBP 15,000 - 20,000; Full time

Job summary

A dental practice group in Great Bowden is looking for an Apprentice Receptionist. In this role, you will ensure a positive patient journey, manage appointments, and support administrative tasks. Key skills include strong communication, IT proficiency, and attention to detail. This position offers hands-on experience in a dynamic environment.

Responsibilities

• Ensure the patient journey is adhered to at all times.
• Welcome patients and establish the reason for their visit.
• Book and amend appointments, answer the phone, update patient records.
• Ensure patients are aware of the dental services offered.

Skills

Communication skills

IT skills

Attention to detail

Education

Customer Service Practitioner Level 2 apprenticeship upon completion

Job description

Overview

Riverdale Healthcare are looking for a new Apprentice Receptionist at Ditchfield Dental Practice. You will be studying toward your Customer Service Practitioner Level 2 Apprenticeship.

Responsibilities

• Ensure the patient journey is adhered to at all times, paying attention to the outside of the building as well as the inside.
• Welcome patients in person or by telephone, establish the reason for their visit or call and ensure they are treated in a friendly, courteous and professional manner, including communicating about waiting times.
• Acknowledge and welcome all visitors and contractors arriving at the practice and ensure the visitors book is signed.
• Book and amend appointments, answer the phone, update patient records.
• Answer the telephone promptly and in the prescribed manner; ensure answer machine messages are managed at relevant times.
• Check the telephone for messages and return calls as required; check and respond to reception emails regularly.
• Accurately update and protect patient information on the patient electronic database.
• Book next appointments before the patient leaves the practice; contact patients regarding upcoming appointments (courtesy calls).
• Ensure the appointment system is efficient and accurate; keep appointment books as full as possible.
• Sign and ensure treatment plans, medical histories, and Patient Records (PR forms) are completed at the relevant appointments; maintain patient confidentiality at all times.
• Ensure patients are aware of the dental services and products offered; build and nurture strong working relationships with Clinical and Practice teams.
• Be actively involved in the smooth running of the practice by working with the practice team; be willing to work at other practice locations as required.
• Role model the Riverdale Values: "Be The Best We Can Be, Do The Right Thing & Support Each Other".

Administration

• Keep the reception area and waiting room clean and tidy.
• Record lab work when returned to the practice from the lab; send out 'Failed to attend' letters the same day.
• Record and send out patient recalls; manage open courses as directed by the Practice Manager.
• Organise stock supplies and control for reception; remove hazards from the waiting area (e.g., stock deliveries).
• Ensure NHS and private forms are completed; ensure patient records are completed correctly before filing and stored efficiently, tidily, and securely.
• Print day sheets from the computer system for the next day and prepare record cards as required (update before end of day).
• Check toilets daily for cleanliness and stock levels.
• Log out of SFD and SOE when leaving the reception desk.
• Attend and participate in practice meetings; use a range of questioning skills, listening and responsive communication to build rapport and meet customer needs.
• Use appropriate verbal and non-verbal communication, summarising where needed; maintain an appropriate tone of voice in all communications (including written and digital) to reflect the organisation's brand.
• Provide clear explanations and offer options to help customers make mutually beneficial choices.
• Organise and prioritise workload to meet deadlines; demonstrate patience and calmness; understand the customer's point of view; use sign-posting or resolution to meet customer needs and manage expectations; maintain informative communication during service recovery.

Qualifications

• Customer Service Practitioner Level 2 apprenticeship upon completion.
• Communication skills
• IT skills
• Attention to detail

About Riverdale Healthcare

Founded in 1974, we deliver market-leading learning and talent solutions and help individuals unlock their potential. We help build meaningful careers with security, satisfaction and purpose, supporting organisations and wider industry in a changing environment. Riverdale Healthcare is a group of dental practices committed to high quality, ethical dental care and an excellent patient experience. Our team of Dental Nurses and Receptionists receive strong support and are equipped to perform dentistry to high standards with patient care at the heart of our vision. Our Vision is: To be the most trusted provider transforming dental care for the nation.