Job Description

Reception Manager - West Street Orthodontic Practice

Reporting to:

Head of Operations

Location:

West Street Orthodontic Practice, Farnham

Hours:

34

Salary:

29,614.00

Job Purpose

To lead and support the Reception Team at West Street Orthodontic Practice, ensuring the smooth running of front-of-house operations, diary management, and day-to-day administrative compliance. The Reception Manager is also responsible for maintaining a high standard of patient experience, safeguarding practice efficiency, and upholding regulatory and internal standards through effective policy implementation and audit cycles.

Key Responsibilities

Team Leadership & Front Desk Management

Supervise all Reception staff, including rota coordination in collaboration with the Administration and Liaison Officer, task allocation, and support. Lead daily morning huddles with reception team to review clinic schedules and address any operational priorities. Promote a positive team culture focused on patient care, professionalism, and collaboration.

Patient Experience & Diary Efficiency

Ensure all new, recall, review, and follow-up appointments are booked efficiently, aiming to maintain the diary at

a minimum of 90% occupancy

, aligned with clinician clinic blocks and pre-booking rules. Monitor patient flow and minimise waiting times, proactively resolving any disruptions to the clinic day. Oversee the registration and welcoming of new patients, including sending welcome packs and maintaining accurate patient records. Handle any front-desk escalations promptly and ensure complaints are logged and followed up appropriately.

Compliance & Administration

Manage practice-specific compliance tasks using iComply, including: Conducting internal audits and risk assessments Updating local policies and protocols in line with NHS, CQC and GDPR requirements Ensuring staff compliance with mandatory training and documentation Support the Head of Operations in preparing for inspections and reviews. Maintain confidentiality and security of all patient information and financial data in accordance with GDPR.

Reporting & Liaison

Submit weekly and monthly reports and Action Plans on: New patients without a next appointment Reviews without a next appointment Referral numbers received and patient conversion data per clinician Work closely with the Administrative and Liaison Officer to ensure consistency in patient processes, referrals and internal communications. Liaise with orthodontists, suppliers, labs, and external partners as necessary.

Required Skills and Experience

Experience working in a dental or orthodontic setting (preferred) Strong leadership and people-management skills Confident in diary management and handling high patient volume Proficient in Orthotrac, Outlook, Microsoft Teams and iComply (training can be provided) Excellent communication and problem-solving abilities Organised, detail-oriented, and compliance-aware

Additional Duties

Attend and contribute to practice meetings Support other areas of the practice when required Undertake relevant training and identify opportunities for personal and team development Promote and uphold Surrey Orthodontics' values, ethics, and patient-first approach
Job Type: Permanent

Benefits:

Private dental insurance Private medical insurance
Schedule:

Monday to Friday
Language:

English (preferred)
Work Location: In person

Reference ID: RMF01