Receptionist

As a Receptionist, you will play a vital role in maximising patient appointments, managing the appointment book, and ensuring every patient experience is professional and welcoming. You will work closely with the Practice Manager and Dentist in Charge, contributing to a collaborative and efficient team environment. ### Key Responsibilities **Customer Service** * Provide courteous, prompt and accurate responses to all enquiries * Answer incoming calls within KPI targets and actively manage call queues * Deliver high‑quality service to members, patients and staff **Appointment & Diary Management** * Maximise patient appointments and minimise gaps in the schedule * Create, reschedule and cancel appointments as required * Conduct follow‑up calls for recalls and cancellations within KPIs * Process daily SMS confirmations and confirm appointments by phone where required * Monitor and respond to the appointment mailbox within 4 working hours **Front Desk & Accounts** * Greet and arrive patients, including emergency patients * Maintain a clean and tidy reception area * Collect medical history forms in line with requirements * Raise patient accounts, process benefit claims and receipt gap payments * Ensure patients are correctly departed, including payments and booking next appointments **General Office Duties** * Follow up outstanding gap payments (up to 30 days) and record actions * Assist with refunds, credit adjustments and benefit queries * Daily banking, balancing takings and end‑of‑day reporting * File archiving, records management and authorised retrieval * Prepare mail, attendance certificates and liaise with other dental centres as required * Report any fraudulent behaviour or activity ### About You **Essential Skills & Experience** * Professional presentation and strong customer service skills * Experience using appointment booking and accounts systems * High level of confidentiality, tact and professionalism * Knowledge of dental centre systems or similar environ