Dental Receptionist Apprenticeship (Customer Service)

Riverdale Tradeco Ltd; Sheffield; On-site; GBP 12,000 - 16,000; Full time

Job summary

A dental care provider in Sheffield is seeking an Apprentice Receptionist to support patient interactions and administrative tasks. Responsibilities include managing appointments, ensuring high standards of customer service, and maintaining a welcoming reception area. Ideal candidates will be studying for a Customer Service Practitioner Level 2 Apprenticeship. This 12-month program aims to develop essential skills in a friendly dental practice environment.

Qualifications

• Strong communication skills to interact effectively with patients.
• Proficiency in IT systems for managing appointments and records.
• Attention to detail to maintain patient confidentiality and accuracy.

Responsibilities

• Welcome patients and manage appointment bookings.
• Maintain the reception area and ensure it is tidy and presentable.
• Address patient inquiries and maintain confidentiality.

Skills

Customer service skills

Communication skills

Attention to detail

IT skills

Education

Customer Service Practitioner (Level 2)

Job description

Overview

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

As a dental receptionist, you are the first contact with the patient, and the professional appearance, behaviour, and standard of customer care will determine the impression the patient gains about the practice as a whole and set the tone for the whole visit. The receptionist can influence the mood of the waiting room, the stress level in the surgeries and the general feeling of wellbeing in the whole practice.

Responsibilities

Customer Service

• Ensure the patient journey is adhered to at all times, paying attention to the outside of the building as well as the inside
• Welcoming patients whether in person or over the telephone, establishing the reason for their visit/call and ensuring they are treated in a friendly, courteous and professional manner, always communicating about waiting times
• Acknowledge and welcome all visitors and contractors arriving at the practice and ensure the visitors book is signed
• Booking and amending appointments, answering the phone, updating patient records
• Answer the telephone promptly and in the prescribed manner
• Ensure that the answering machine messages are switched on and off at the relevant times of the day
• Check the telephone for messages and return calls as required
• Ensure the reception emails are checked frequently and all emails are responded to
• Accurately update and protect patient information including on the patient electronic database
• Book next appointments before the patient leaves the practice
• Contact patients regarding their upcoming appointments, including courtesy calls
• Ensure the appointment system is efficient and accurate
• Keep the appointment books as full as possible
• Ensure that all treatment plans, medical histories, and PR forms are signed at the relevant appointments
• Accessing sensitive information while maintaining patient confidentiality
• Ensure patients are aware of the dental services and products offered
• Build and nurture great working relationships with the Clinical and Practice teams
• Be actively involved in the smooth running of the practice by working well with the practice team
• Work at other practice locations from time to time 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 back when returned to the practice from the lab
• Send out 'Failed to attend' letters the same day to the relevant patients
• 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) safely
• Ensure all relevant forms for NHS and private are completed
• Ensure that any patient records are completed correctly before filing and stored in an efficient, tidy and secure manner
• Print the day sheets from the computer system for the next day and prepare record cards as required (update before the end of day)
• Check toilets daily to ensure they are clean and adequately stocked for the day
• Log out of SFD and SOE when leaving the reception desk
• Attend and participate in practice meetings and use a range of questioning skills to build rapport and determine customer needs and expectations
• Use appropriate verbal and non-verbal communication skills and summarize language during face-to-face communications
• Use appropriate communication skills, along with reinforcement techniques to confirm understanding during non-facing interactions
• Maintain an appropriate tone of voice in all communications, including written and digital, reflecting the organisation’s brand
• Provide clear explanations and offer options to help customers make mutually beneficial choices
• Organise yourself, prioritise workload, and work to meet deadlines
• Demonstrate patience and calmness, understand the customer’s point of view, and use sign-posting or resolution to meet customer needs and manage expectations
• Maintain informative communication during service recovery

Training and Qualifications

• Customer Service Practitioner (Level 2)
• Communication skills
• IT skills
• Attention to detail

Notes

On completion of this 12-month apprenticeship you will have gained your Customer Service Practitioner Level 2 Apprenticeship.

About Riverdale Healthcare

Riverdale Healthcare is a group of dental practices dedicated to delivering high quality, ethical dental care and providing patients with the best possible experience. We invest in our practices to ensure care delivered by a friendly, highly trained team with patient care at the heart of our vision. Our aspiration is to be the most trusted provider transforming dental care for the nation.