Full-Time Receptionist

Primary Duties

• Manage all enquiries from potential new patients, providing information on the services offered by the practice, according to practice brand standards. Ensure fast follow-up to all enquiries, with the aim of booking an appointment and achieving new patients for the practice. Send out Welcome Packs and other relevant information where required
• Effectively manage the appointment book for all clinicians (doctor and therapists), ensuring that the daily production targets can be met, and the booking system is followed. Manage the holiday / days worked and rescheduling systems for all clinicians
• Proactively market the services of the practice, with the aim of recruiting new patients and selling appropriate additional services / products to existing patients. Including :
• Manage the systems for follow-up contacts and recall contacts
• Manage the systems for treatment plan reactivation
• Manage the systems for referral and testimonials
• Oversee general mailings, proactively manage all follow-up and monitor the responses
• Provide information on the practice membership plan (where appropriate) and proactively sign-up / convert members
• Involvement in practice open evenings, events and other marketing campaigns
• Manage the reception and patient lounge.
• Meeting and greeting all patients, providing a customer-focused and seamless patient journey according to the practice’s brand standards
• Welcoming new patients to the practice and introducing them to the practice philosophy
• Answer all phone enquiries according to the practice’s brand standards
• Managing the patient journey post-treatment in order to build long-term relationships with patients. Provide and explain payment options where appropriate, take payment and book the next meeting. Manage the referral and testimonial systems
• Ensure the “front of house” is maintained to a high standard and complete daily housekeeping tasks, according to the practice’s brand standards
• Monitor and maintain the relevant systems, in order to provide regular reports to the management team on :
• Appointment book capacity
• Daily production new patient numbers and referral sources, treatment plan take-up and follow-up contact, patient recall response / other marketing events response
• Assist the fee-earners in take-up of treatment plans. To include : Discuss treatment options with the patient, identify any concerns and objections, answer their questions and gain agreement to a treatment plan that meets the patients’ needs
• Write up and issue all treatment plans, such that they meet the patient’s desired outcomes
• Contact all patients within 14 days of sending their treatment plan, with the aim of confirming the go-ahead for their treatment. Discuss any issues and book the appropriate appointments, discuss payment options and take payment as necessary
• Ensure that all the relevant paperwork is completed promptly and accurately and that all patient records are updated and maintained, according to practice procedures
• Proactively contribute to regular practice meetings.

Requirements

Favourable qualifications :

Skills & Attitudes :

Benefits