Job Description

Job Summary:

The Head Clinic Host manages the front-of-house operations, ensuring efficient workflows, excellent patient care, and strong team performance. The role requires leadership, operational management, and patient interaction to support the practice's overall objectives, including compliance, productivity, and patient and team satisfaction. It also requires leading the team of Clinic Hosts.

Key Responsibilities:

Team Leadership &Development

Supervise and mentor the reception team, promoting a collaborative and supportive work environment.

Contribute to daily huddles, manage rotas (via RotaCloud), and support with holiday requests to maintain adequate front desk coverage.

Oversee training via the Banning Academy, monitor and address team performance through weekly feedback and coaching sessions.

Track and enforce Smile club sign-ups

Operational Excellence

Oversee appointment scheduling using Dental Software and ensure the implementation of "Smart Booking" principles to maximise diary efficiency. Oversee appointment scheduling using Skin software. Manage workflows for internal and external referrals, including Smile Club memberships and skin referrals. Streamline lab-related workflows, ensuring accurate communication and timely delivery of lab work. Maintain and oversee checklist and huddle templates are being completed and recorded and that workflow is followed to ensure consistency and compliance.

Patient Experience

Deliver an exceptional patient experience by ensuring all reception activities follow the Banning patient pathway as described in SOPs. Address patient concerns and complaints promptly and professionally, escalating as necessary. Oversee recall and reminder processes are in place and implement strategies to ensure automation is regularly checked. Provide 6-star service to all patients, ensuring they feel valued and cared for. Offer beverages, discuss available services, and promote practice initiatives, including social media engagement, charity programs, and referral schemes. Manage patient flow by directing them to the proper healthcare professional or service courteously and efficiently. Answer all enquiries in person, via phone, or email, and resolve any issues promptly. Actively engage with patients using our Smile View iPad and other digital tools to enhance their experience.

Administrative Support

Collaborate with the Practice Manager to deliver agreed KPIs and support in weekly management reporting Support debt management processes by ensuring reception staff follow established protocols. Provide input for weekly management reporting, contributing insights based on front desk activities, team and performance. Ensure compliance with internal policies, ensuring alignment with GDC and CQC standards.

Compliance:

Ensure compliance of every member of the front-of-house team.

Qualifications & Skills:

Proven experience in a dental or healthcare receptionist role, with previous leadership responsibilities preferred. Familiarity with dental operations, including appointment scheduling, patient care pathways, and compliance requirements. Strong understanding of front-of-house systems and workflows, including dental software. Excellent communication and interpersonal skills. Strong organisational and multitasking abilities. Familiarity with dental practice management software and digital tools is a plus. Ability to work well under pressure and handle a variety of tasks simultaneously. A friendly and approachable demeanour, with a commitment to providing excellent patient care. Ability to work independently and as part of a team.

Skills & Competencies

Leadership & Communication Ability to lead, inspire, and develop a high-performing team. Excellent interpersonal skills to engage with patients, clinicians, and colleagues effectively. Organisational Skills Strong multitasking abilities to manage competing priorities Technical Proficiency Competent in using Software of Excellence (SOE), RotaCloud, and call recording systems. Problem-Solving & Initiative A proactive approach to resolving issues and implementing process improvements. Ability to adapt to changing priorities and maintain composure under pressure.
Job Types: Full-time, Permanent

Pay: 12.21-16.00 per hour

Benefits:

Company pension
Work Location: In person